The GBS Performance and Process Improvement Specialist is responsible for driving operational excellence, performance analytics, and continuous improvement initiatives across the GBS organization.

- 5+ years of experience in process improvement, performance management, or operations excellence, ideally within a Shared Services or GBS environment.

This role partners with functional leaders and cross-functional teams to identify improvement opportunities, implement lean methodologies, and enhance process efficiency, service quality, and overall performance. The role is pivotal in building a culture of data-driven decision-making and continuous improvement across the shared services environment.

Performance Management & Analytics:

- Monitor and analyze performance metrics (KPIs/SLAs) across GBS functions (Finance, Supply Chain, Sales, Admin etc.)

- Develop and maintain performance dashboards and reporting tools to enable business insight and action.

- Support root-cause analysis for underperformance and recommend corrective actions.

- Collaborate with service line owners to set performance targets and ensure alignment with GBS strategy.

Process Mapping & Optimization:

- Facilitate process discovery, mapping, and documentation using standard tools (e.g., Visio, ARIS).

- Identify inefficiencies and bottlenecks in existing processes using Lean Six Sigma or similar methodologies.

- Recommend and drive process redesign initiatives to improve efficiency, accuracy, and user experience.

- Support standardization and harmonization of end-to-end processes across regions and functions.

Continuous Improvement (CI) Initiatives:

- Lead or support Kaizen events, workshops, and improvement projects within GBS.

- Develop and promote a CI culture by training and mentoring teams on Lean and Six Sigma principles.

- Track and report CI benefits (cost savings, productivity, quality improvements, etc.).

- Maintain a pipeline of improvement opportunities aligned with strategic GBS objectives.

Change Management & Stakeholder Engagement:

- Act as a change agent to foster adoption of new ways of working and digital tools.

- Collaborate with functional teams, IT, and other stakeholders to implement and embed changes.

Tools, Systems & Automation Support:

- Support the adoption and deployment of automation tools (e.g., RPA, workflow engines).

- Work closely with IT and process owners to ensure proper design and integration of tools.

- Drive digital enablement of processes in line with GBS transformation roadmap.

Process Documentation & Governance:

- Support stakeholders in preparing and documenting processes in alignment with the Group's standard process framework.

- Ensure unification and standardization of process documentation formats across all GBS functions.

- Manage the central repository for process documentation, ensuring secure storage, accessibility, and version control.

- Maintain an up-to-date inventory of all GBS processes including last update date, approver, and implementation status.

- Coordinate and follow approval workflows for all new or revised process documentation.

- Ensure proper archiving and historical tracking of retired or superseded process versions.

- Proactively communicate new or updated processes to all relevant stakeholders and ensure awareness and adoption.

- Serve as the point of contact for audits or internal reviews related to process documentation and governance.

- Collect feedback and survey from users about processes.

- Degree in Business, Finance, Operations, or Engineering;