Senior Coordinator of Service Delivery Management - GBS Americas
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Job Description
Job Description
We are seeking a dynamic and strategic Senior Coordinator of Service Delivery Management to lead customer service operations within our Global Business Services (GBS) organization. This role is pivotal in enhancing customer experience, driving continuous improvement, and implementing cutting-edge technologies to optimize service delivery across global business units.
Key Responsibilities
Customer Service Management:
Lead and coordinate global customer service operations, ensuring high-quality standards and customer satisfaction. Manage teams, resolve issues efficiently, and monitor KPIs (NPS, SLAs).
Process Optimization & Automation:
Drive continuous improvement using Lean, Six Sigma, and Kaizen. Implement RPA, AI, and chatbots to streamline operations and reduce costs.
Performance Analysis & Reporting:
Monitor service KPIs, generate performance re...