Job Description The GBS team leader will work closely with leadership to translate strategic objectives into actionable plans for the team. They will provide regular updates, reports, and insights on team performance, challenges, and opportunities for improvement to exceed stakeholder expectations. As a trusted advisor to management, they will offer feedback on team morale, change readiness, and potential risks. Collaboration with management will be key in defining and monitoring key performance indicators (KPIs) that reflect both productivity and employee well-being. - Monitor service delivery metrics and ensure contractual or service level agreements (SLAs) are consistently met, - Overall process adherence to process, productivity, & quality management, - Ensure that documentation related to the process is up to date and process changes are implemented in a timely manner, - Continuous work on process and system improvements, - Preparing and analyzing relevant process reports, - Ensuring process adherence to internal controls/audit policies, - Cooperating with other internal departments and/or project teams to ensure process workflow fluency, - Handling and solving stakeholder issues, - Build and maintain strong client and stakeholder relationships by understanding their needs, expectations, and business objectives. Responsibilities - Organize the work of the team, set priorities, and delegate tasks. - Distribute the workload and supervise the team in day-to-day operations, country-wise. - Communicate and manage deadlines, - Manage team performance, - Resolve or escalate any issues and monitor solutions. - Evaluate team members and provide them with feedback - adherence to company policies/regulations (HR, compliance, audit, etc..) Key Areas of Focus - Process and Client Management: - Managing Workflow: - Communications: - People Management: