The Manager GBS Delivery is accountable for leading initiatives that enhance efficiency, productivity, and process excellence across GBS functions. The role drives measurable business impact by combining Lean Six Sigma methodologies, productivity frameworks, and digital enablers (automation, analytics, process mining). Acting as a change leader, the Manager partners with senior stakeholders to ensure delivery of savings, service improvement, and transformation projects aligned with the Hub’s priorities and GBS Global strategy.
Key Responsibilities:
Productivity & Performance Management
Lead the identification, prioritization, and execution of productivity initiatives delivering cost optimization, FTE efficiency, and backlog reduction. Define and track key productivity metrics and KPIs across service lines. Provide transparency of performance through reporting dashboards (e.g., Power BI, Smartsheet). Ensure alignment of productivity outcomes with financial targets and strategic goals.
Continuous Improvement & Transformation
Manage end-to-end improvement projects (DMAIC, Kaizen, Agile sprints). Drive process simplification, standardization, and automation. Implement best practices, benchmarks, and innovative solutions to optimize service delivery. Collaborate with Technology and Process Owners to embed digital tools (Power Apps, RPA, AI, process mining).
Stakeholder Management & Change Leadership
Act as a business partner for Operation Leaders and Global Process Owners. Facilitate workshops and problem-solving sessions to align stakeholders on improvement opportunities. Drive adoption of new ways of working through structured change management. Provide senior management with updates on productivity gains, risks, and pipeline status.
Capability Building & Culture
Coach and mentor CI practitioners, analysts, and operational teams. Build networks of Productivity & CI Champions across the Hub and globally. Lead training programs on Lean Six Sigma, problem-solving, and productivity mindset. Foster a culture of continuous improvement and innovation.
Key Relationships:
GBS Leadership Team & Operations (Finance, Procurement, HR, Customer Service). Global Process Owners (GPOs) and Subject Matter Experts (SMEs) Performance Management, Automation, Process Management, Innovation and Customer Experience. Regional stakeholders (LAM, NAM).
Requisite Education and Experience / Minimum Qualifications:
Bachelor’s degree in Business Administration, Industrial Engineering, Finance, or related fields (Master’s preferred). Lean Six Sigma Black Belt certification, Green Belt as minimum (mandatory). 4+ years of experience in Continuous Improvement, Productivity, or Operational Excellence roles. Strong experience in managing productivity initiatives with measurable impact (FTE, cost, service KPIs). (mandatory) Advanced skills in data analysis and visualization (Power BI, Excel, SQL, etc.). Experience with digital enablers (Power Apps, RPA, AI, Smartsheet, process mining, SharePoint). Strong communication and stakeholder management skills in English and Spanish. Strategic thinking, problem-solving, and influencing skills to drive results without direct authority.