GIC - Strategic Initiatives

In this section:

Responsible for driving & effectively implementing Service Excellence initiatives across Global Shared Services (GSS). The team also provides thought leadership, engagement management along with reporting & analytics support to different services.

Operating Model: Operate, Assess, Improve


  • Leverage service excellence framework to define tangible initiatives to improve efficiency and service quality
  • Commit to specific goals and timelines


  • Measure clear, objective metrics linked to service quality and customer value
  • Meet regularly with GSS leadership to assess performance and drive accountability


  • Ongoing delivery of service excellence and customer value
  • Execution of key initiatives to improve quality

Strategic Initiatives team consults all the GSS service teams to operate as per the above operating model.