Director Service And Performance Management

This role will ensure that GBFS delivers services that are efficient, scalable, knowledge-enabled and continuously improving. The Director will also own the function’s budget, ensuring resources are deployed effectively to support performance goals.

While this role does not manage outsourced partners directly, it will work closely with the Director of Vendor Management (also under Enablement & Governance) to ensure performance alignment across all delivery channels.

Qualifications

• 10+ years of experience in service delivery, performance management, shared services, or workforce/quality operations
• Proven experience leading multi-functional teams, with a strong track record in quality, workforce, analytics, or KM
• Strong understanding of service delivery models in captive and global environments
• Ability to translate data into insights and business recommendations
• Strong budget management and organizational planning capabilities
• Exceptional collaboration and communication skills
  
  

• Workforce management systems (e.g. Verint)
• Reporting tools (e.g., PowerBI, Tableau)
• KM platforms (e.g., SharePoint, Confluence, or equivalent)
• Quality monitoring tools and service management systems
  
  

• Provides leadership to managers and experienced professional staff; may also manage front line supervisors
• Manages an organizational budget
• Develops and implements policies and procedures to achieve organizational goals
• Assists in the development of functional strategy
• Decisions have an extended impact on work processes, outcomes, and customers
• Interacts with internal and/or external leaders, including senior management
• Persuades others into agreement in sensitive situations while maintaining positive relationships
  
  

• Develop and manage a GBFS-wide performance management framework across service lines
• Define and monitor SLAs, KPIs, and business outcome metrics
• Lead the quality assurance program and ensure integration with performance root cause analysis
  
  

• Oversee workforce planning, forecasting, and real-time service monitoring
• Enable proactive staffing adjustments aligned with demand and service-level goals
• Drive improvements in productivity, utilization, and workforce efficiency
  
  

• Build and lead a performance insights team delivering executive-ready dashboards and trends
• Establish data-driven routines for surfacing service risks and opportunities
• Provide forward-looking views to inform operational and strategic decision-making
  
  

• Own the GBFS knowledge management strategy, tools, and governance
• Ensure SOPs, process documentation, and knowledge assets are current, accessible, and embedded in operations
• Partner with delivery and transformation teams to drive continuous learning and onboarding enablement
  
  

• Support the integration of GBS and GFSS into GBFS through standardized performance practices
• Drive continuous improvement initiatives through performance root cause data and best practice sharing
• Collaborate across operations, transformation, and vendor management teams to enable systemic improvements