GBS Operations Lead — KPI-Driven Team & Hybrid Work

SGS; Bogotá; On-site; COP 90,000,000 - 130,000,000; Full time

Job summary

SGS is seeking a GBS Program Supervisor to lead staff operations and ensure high service levels to Affiliate operations. You will monitor KPIs, optimize shift schedules, and coordinate with Affiliates to resolve issues across daily operations.

The role requires a Bachelor degree and 3+ years of supervisory experience in a GBS environment, with strong MS Office and back-office software proficiency, and a focus on data quality and continuous improvement.

Qualifications

• ,
• Bachelor degree; science, technical or business administration degrees preferred.
• A minimum of 3 years' experience supervising staff and managing a team of over 20 in a GBS environment.
• Demonstrated success meeting or exceeding KPI targets.
• Proficiency on MS Office tools and other back-office software.
• Demonstrated commitment to data quality and operational excellence.
• Experience with administrative activities and interaction with HR, IT and Finance.

Responsibilities

• Troubleshoots and corrects daily disruptions to productivity.
• Ensures GBS provides a high level of service to Affiliate operations per the Statement of Work.
• Manages staff operations and administration for the GBS program, including optimizing shift schedules.
• Manages performance, throughput, utilization, and quality via KPIs; alerts program leaders to deficiencies.
• Serves as main GBS contact for Affiliates regarding operational issues.

Skills

Staff supervision

KPI management

Process improvement

Cross-functional collaboration

Communication

Time management

Integrity

Data-driven decision making

Education

Bachelor degree

Tools

MS Office Suite

Job description

SGS is seeking a GBS Program Supervisor to lead staff operations and ensure high service levels to Affiliate operations. You will monitor KPIs, optimize shift schedules, and coordinate with Affiliates to resolve issues across daily operations.

The role requires a Bachelor degree and 3+ years of supervisory experience in a GBS environment, with strong MS Office and back-office software proficiency, and a focus on data quality and continuous improvement.