The Continuous Improvements & Client Relationship Analyst responsibilities include support to Service Partnership Agreements and ensuring that commitments and targets are achieved, with corrective actions when necessary. The role supports the Head of Continuous Improvement & Client Relationship in managing projects and fostering a culture of continuous improvement within the organization.
Core Responsibilities:
1. Support continuous improvement initiatives to streamline processes, enhance efficiency, and deliver high-quality, cost-effective services within the Regional GBS Organization.
2. Leverage business transformation methodologies such as Six Sigma and LEAN to assist in transforming the Global Business Services organization into a "best-in-class" entity.
3. Assist in designing, communicating, and managing Service Partnership Agreements with customers, ensuring enforcement for both new and existing clients.
4. Support client relationship management to ensure service performance and foster growth.
5. Contribute to the service management framework by measuring performance, reporting against standards and benchmarks, and gathering customer feedback to maintain stakeholder satisfaction.
6. Ensure timely delivery of performance reports and conduct service review meetings with business units and service providers to meet targets.
7. Assess stakeholder feedback and refine procedures to enhance customer service quality.
8. Develop, implement, and execute Change Management plans related to Continuous Improvement initiatives.
9. Collaborate with stakeholders to promote understanding and support for the Continuous Improvement strategy across the regional GBS processes.
Technical Competencies:
1. Relevant experience in business transformation and continuous improvement within medium to large companies with international operations.
2. Knowledge and proven experience in business transformation concepts such as Lean and Six Sigma.
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