GIC - Strategic Initiatives
Responsible for driving & effectively implementing Service Excellence initiatives across Global Shared Services (GSS). The team also provides thought leadership, engagement management along with reporting & analytics support to different services.
Operating Model: Operate, Assess, Improve
Improve
- Leverage service excellence framework to define tangible initiatives to improve efficiency and service quality
- Commit to specific goals and timelines
Assess
- Measure clear, objective metrics linked to service quality and customer value
- Meet regularly with GSS leadership to assess performance and drive accountability
Operate
- Ongoing delivery of service excellence and customer value
- Execution of key initiatives to improve quality
Strategic Initiatives team consults all the GSS service teams to operate as per the above operating model.