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Impact on the Business 1. To deliver "superior" customer service by driving operational performance, (meeting SLAs, reducing cost, driving operational efficiency and reducing operational risks). 2. Manage GSC / Business Service resources effectively to meet strategic objectives of the business. 3. Support and drive effective cross training programmes across GSC/Business Service locations to ensure that process is adequately resourced to meet the demands of the business. Customers / Stakeholders 1. Ensure that the customer is at the heart of everything we do both personally and as an organisation. 2. To partner with Global Businesses, Transformation and other stakeholders to drive operational change programmes and have oversight of operational change programmes that impact the Business Service. 3. To assume overall responsibility for process management and operational integrity of the GSC / Business Service site. Teamwork 1. Support other Business Service, Transformation and / or other stakeholders in driving operational change programmes. Operational Effectiveness