GBS Governance & Continuous Improvement Analyst

Position Summary
The Governance Analyst supports operational governance activities across managed services providers captive/shared service centers and transitioning operations within the Global Business Services organization.
This role is responsible for coordinating governance reporting supporting KPI/SLA administration maintaining governance documentation tracking operational actions and risks and enabling effective service governance routines.
The Governance Analyst partners closely with:
Service Governance Leads
Delivery teams
Transition teams
Power BI and Alteryx teams
Providers and captive operations
The role serves as a key operational support function for governance execution and service performance transparency. The role also supports continuous improvement initiatives by identifying process enhancement opportunities participating in solution development and coordinating implementation activities as needed to improve operational effectiveness.

Coordinate weekly monthly and quarterly governance reporting activities
Support preparation of operational scorecards and governance dashboards
Consolidate KPI SLA and operational performance data from multiple sources
Validate completeness and consistency of governance reporting inputs
Track SLA and KPI performance results and identify potential breaches
Maintain KPI definitions governance trackers and reporting standards
Coordinate with Power BI and analytics teams to support dashboard and reporting needs
Assist with performance trend analysis and operational summaries
Maintain governance action logs RAID trackers and escalation records
Support governance meeting preparation agendas minutes and follow-up tracking
Coordinate governance calendars and recurring review meetings
Ensure governance documentation remains current and organized
Support governance activities during operational transitions and stabilization periods
Track transition milestones risks and readiness activities
Assist with hypercare reporting and issue management coordination
Coordinate with delivery teams providers captive centers and business stakeholders to gather governance inputs
Support governance communications and follow-up activities
Escalate reporting gaps risks or unresolved actions as appropriate

Required
Bachelors degree in Business Finance Engineering Operations Analytics or related field
35 years of experience in operations PMO governance reporting shared services or service management environments
Experience working with KPI and operational performance reporting
Strong organizational and coordination skills
Advanced Excel and reporting capabilities
Strong written and verbal English communication skills

Preferred
Experience supporting GBS or shared services organizations
Familiarity with SLA/KPI governance concepts
Exposure to Power BI or Alteryx environments
Experience supporting outsourcing managed services or captive center operations
Bilingual English/Spanish preferred

Key Competencies
Attention to detail
Operational coordination
Reporting discipline
Analytical thinking
Accountability
Communication skills
Time management
Cross-functional collaboration

Success Measures
Accuracy and timeliness of governance reporting
Governance cadence effectiveness
SLA/KPI tracking accuracy
Action and escalation follow-through
Stakeholder responsiveness
Governance documentation quality