- The Latin America Service Center Lead is responsible of the overall GBS center operations and the process delivery
- He/she is responsible for managing all KPls and SLAs within the captive center (including Customer Experience metrics)
- Also responsible to drive a Continuous Improvement culture in the center to provide benefits to the business
- Supervises: LA Operations Director, LA RTR Director, HTR Director, LA Transformation/Projects Office, LA Internal Control Manager and Customer Experience Manager
- Staff Size: 300-500
- Service catalog covers 30+
- Scope: Latin America mainly with some sub-processes running through Americas/globally
Responsibilities
- Develops, leads and manages regional GBS organization
- Assures quality and timeliness of service delivery
- Ensures that results are in accordance with agreed metrics and the operating plan
- Builds quality systems into all production process
- Executes against GBS operational objectives
- Engages with clients to ensure the process and deliverables are aligned to their needs
- Enhances the process & services by implementing Continuous Improvement initiatives
Manages resources and work environment of captive center
- Allocates resources based on demand
- Identifies, implements and manages process and facilities modifications
- Creates culture of GBS mission in Center
- Owns Captive center cost and pipeline
Please let me know if you could be interested or might know someone who might be.
Thank you.
Larry Janis I Managing Partner I Integrated Search Solutions Group
P-516-767-3030 I C-516-445-2377