Sr. Analyst - GBS Process Governance & Continuous Improvement – Customer Care

Maintain strong process governance frameworks across supported business groups.

Ensure alignment between operational practices, documented processes, and governance requirements.

Maintain and enhance KPI libraries and SLA frameworks to ensure metric accuracy and relevance.

Monitor process performance and provide actionable insights to stakeholders.

Support audit readiness, compliance adherence, and remediation of findings.

Maintain audit schedules and governance repositories.

Lead and facilitate kaizen events and improvement projects focused on waste elimination and system optimization.

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