Sr. Principal, GBS Service Management

The Senior Manager, GBS Service Management is accountable for supporting Herbalife and GBS leadership in building a culture of high performance in customer service and continuous improvement to employees, vendors, Distributors, Preferred Members, and other external customers.

The Candidate is a strategic, forward-thinking leader with an exemplary customer support background.

The Candidate will be responsible for the development and maintenance of the Service Management  Framework (SMF) for the GBS Center, working closely with leaders across Herbalife GBS with an emphasis on client satisfaction and engagement.  The role is responsible for key areas such as contact management, performance metrics and reporting, continuous improvement, process automation, account management, and outreach. 

The Candidate is supported by a strong team who is focused on quality and continuous improvement through help desk operations, performance management, performance reporting, Service Partnership Agreements (SPAs), account management and continuous process improvement activities.  The Candidate personifies excellent leadership and communication skills and is highly capable of directing large-scale process improvement initiatives and special projects.

In addition, the Candidate will be directly responsible for the recruitment, selection, development, and leadership of the Service Management team member located in Bangalore in coordination with the leader of each Center of Excellence (CoE).  This team will be responsible for the overall administration of the components of the SMF in support of all transactional and administrative services provided by the GBS center primarily to the distributors and preferred members of Herbalife Nutrition, but also to Suppliers, Employees, Senior Management, Regulatory Bodies, etc. as appropriate. 

The Candidate will drive these efforts by establishing collaborative partnerships with internal Herbalife Customers, GBS colleagues and the Centers of Excellence (COEs) to evolve the current SMF and build for future global expansion.  The Candidate will be expected to stay abreast of current trends in Global Business Services and will bring these current trends to the GBS Center as innovative ideas for Continuous Process Improvement.