Support GSS PSS leadership ensuring there is consistency in documented work instructions, training materials and practices within the (Service Function); coordinate updates as necessary.
Understand and support the GSS quality and metrics strategy, including the ability to do effective process analysis, review quality results, customer reported issues, customer satisfaction results, perform root cause analysis, and identify opportunities for improvement.
Analyze HR operations, including intake protocols, handoff and communication points within a process, and identify opportunities for improvements.
Participate in the implementation of process improvement initiatives; provide project management support on less complex projects and effectively collaborate with the GSS Performance Excellence team/others on larger, more complex projects.
Provide support for changes in GSS PSS related technologies, including interacting with various IT Services groups to test, train and lead user deployment activities.
Handle special requests on ad hoc basis.
Participate in deployment projects as the process SME including engaging with country personnel on the collection and review of data using standard deployment templates, participating in deployment workshops, updating GSS PSS procedures and training materials to reflect country exceptions and/or country specific processes, preparing initial staffing estimates using manpower templates, and coordinating deployment cutover plans with local and global PSS Leadership