The GBS Performance Management & Continuous Improvement Associate is responsible for identifying, analyzing, designing, implementing, and sustaining Continuous Improvement (CI) initiatives within a General Business Services (GBS) environment. The role focuses on improving operational efficiency, standardizing processes, developing workforce capabilities, and enabling performance visibility, fully. Workforce Development, Continuous Improvement, Customer Satisfaction, and Delivery Excellence.

DUTIES AND RESPONSIBILITIES:
Continuous Improvement & Operational Excellence
Lead and facilitate end-to-end Kaizen Events, including problem definition, AS-IS / TO-BE process mapping, implementation, control plans, and standardization.
Design, document, and maintain complex end-to-end GBS process maps with multiple swim lanes, ensuring clear ownership, handoffs, controls, and performance measures.
Execute Lean / Lean Six Sigma improvement projects measured in hours saved, variation reduction, quality improvement, and SLA performance.
Develop and sustain standard operating procedures (SOPs), A3s,



and CI documentation.
Manage the GBS service issue list and CI opportunity backlog, prioritizing initiatives based on KPI impact, customer experience, and business value.

Performance Management, Metrics & Analytics
Design, build, and maintain Power BI dashboards to visualize KPIs related to productivity, SLAs, CI benefits, and operational performance.
Ensure accurate definition, governance, and continuous improvement of GBS performance metrics, recommending new indicators as business needs evolve.
Perform advanced data analysis (root cause analysis, trend analysis, variation analysis) using advanced Excel and Power BI.
Support and sustain the GBS Governance Operating System, including KPIs, A3 management, dashboards, and performance review routines.

Coaching, Training & Capability Building
Act as a Continuous Improvement coach for leaders and operational teams across GBS.
Design and del

📌 Continuous Improvement Associate (Guadalajara)
🏢 Eastman Kodak
📍 Guadalajara