Primary Responsibilities:

• Troubleshoots and corrects daily disruptions to productivity.
• Ensures that GBS provides a high level of service to the Affiliate operations based on the Statement of Work.
• Manages the staff operations and administration for the GBS program, including optimizing shift schedules, according to GBS requirements and Affiliate needs.
• Proactively manages performance, throughput, utilization, and quality via established KPIs, alerting program leaders of deficiencies in a timely manner.
• Main GBS point of contact for Affiliates regarding all operational issues.

Specific Responsibilities:

• At all times, complies with SGS Code of Integrity and Professional Conduct, HR policies, Health & Safety, and Quality Assurance policies and procedures.
• Maintains a working knowledge of all processes and procedures being supported by assigned GBS te...