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 deliver formal and informal training sessions in Lean, Kaizen, process mapping, and Power BI.
- Support Lean Six Sigma certification programs (Bronze, Green Belt, Black Belt) through project-based learning and coaching.
- Promote and embed a Continuous Improvement culture through workshops, kaizen events, and hands-on problem-solving sessions.

Stakeholder Collaboration & Customer Focus
- Partner closely with GBS Functional Process Leads and Service Councils to drive CI initiatives.
- Serve as an internal CI consultant, demonstrating strong stakeholder engagement and influence.
- Communicate CI progress, results, and benefits clearly and effectively to operational and leadership audiences.
- Maintain a strong focus on internal customer satisfaction, ensuring GBS processes are “easy to do business with.”

REQUIRED MINIMUM EDUCATION

Bachelor's Degree required

REQUIRED MINIMUM EXPERIENCE

- 3–5 years of experience in Continuous Improvement, Lean, or Lean Six Sigma roles, preferably within GBS or Shared Services environments.
- Proven experience leading Kaizen Events and CI projects with measurable benefits.
- Demonstrated experience in coaching and training teams and individuals.
- Consulting or strong client-facing experience preferred

PREFERRED EXPERIENCE

- Experience in a consulting role with heavy client interface.
- Project Management experience.

CERTIFICATIONS AND/OR TECHNICAL REQUIREMENTS:
- Advanced process mapping (BPMN, Value Stream Mapping, complex swimlanes).
- Power BI (data modeling fundamentals, dashboard development, KPI visualization) – highly preferred.
- Advanced Excel (data analysis, pivot tables, formulas, large data sets).
- Working knowledge of Lean, Kaizen, and Six Sigma methodologies; certification preferred.
- Green Belt or Black Belt Certifications is a plus.

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