Global Business Services Analyst

JOB DESCRIPTION

The Global Business Services Analyst supports the design, evaluation, and ongoing management of offshore and nearshore delivery models across Technology, Contact Center, and Backoffice functions. This role provides analytical, operational, and coordination support to ensure sourcing strategies, vendor performance, and transition initiatives are executed effectively, cost-efficiently, and in alignment with business objectives.

POSITION RESPONSIBILITIES

• Support analysis of offshore and nearshore sourcing models, including Global Capability Centers (GCCs), Managed Service Providers (MSPs), and outsourced solutions.
• Collect, analyze, and synthesize data related to labor markets, cost structures, service performance, and productivity metrics.
• Assist in building business cases and financial models to support sourcing and operating decisions.
• Support organizational assessments and future-state design by preparing materials, data summaries, and workforce analyses.
• Track vendor and partner performance against SLAs, KPIs, and contractual commitments.
• Prepare dashboards, reports, and executive-ready materials to communicate performance, risks, and opportunities.
• Coordinate with HR, IT, Finance, Legal, and functional leaders to support transitions, onboarding, and operational readiness.
• Support change management activities, including documentation, timelines, and issue tracking.
• Identify process improvement opportunities through data analysis, automation, and standardization.
• Assist with budget tracking, cost savings initiatives, and variance analysis.
• Ensure documentation and processes align with company policies, governance standards, and local compliance requirements.

QUALIFICATIONS

EXPERIENCE

• Bachelor’s Degree required: in Business, Finance, Analytics, Operations, or a related field.
• 2+ years of experience: in analytics, operations, shared services, consulting, or a related preferred.
• Experience supporting: global, offshore, or outsourced service models preferred.
• Exposure to vendor management: performance reporting, or service delivery metrics is a plus.
• Experience working with: large data sets, financial models, or operational dashboards preferred.
• Certifications: such as Six Sigma, PMP, or COPC are a plus.

COMPETENCIES & SKILLS

• Strong analytical and problem-solving skills with high attention to detail.
• Ability to translate data into clear insights and executive-level summaries.
• Proficiency in Excel, PowerPoint, and data analysis tools; familiarity with BI tools a plus.
• Strong organizational and project coordination skills.
• Effective written and verbal communication skills.
• Ability to work collaboratively across functions and geographies.