Sr. Analyst, GBS Global Process – Customer Care

**Work Schedule**



Standard (Mon-Fri)



**Environmental Conditions**



Office



**Job Description**



The Sr. Analyst, GBS Global Process, supports process governance, audit readiness, and continuous improvement across the business units served. The role works with GBS Operations Leaders, Process Experts, and cross-functional teams to maintain process integrity, handle documentation, measure performance, and improve process efficiency. The Senior Analyst also leads small-scale migration and digital enablement initiatives to support standardization across global sites.



**Key Responsibilities**



**Performance Measurement & Reporting**



• Maintain the Business Group KPI Library and ensure metrics are accurate and up to date.

• Support the development and refinement of KPIs and SLAs.

• Build and update performance dashboards for busi...