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Client Services works with issuers, acquirers, processors, and merchants worldwide to develop and deliver on our commitment to be the best way to pay and be paid.  To deliver on this critical mission, we must continually assess and improve our performance both internally and how we support our clients. To successfully “deliver simple, fast and always available world class service experiences”, we must be aware and rapidly respond to situations impacting our business objectives and key performance indicators. Reporting to the VP Client Services Business Transformation and Operations Health, this role is responsible for partnering with the client services leadership team to establish key performance indicators, measuring, and reporting on performance, and providing proactive insights to ensure we continue to deliver against our agreed targets.The role requires experience in tools and best practices, leveraging data analytics and insights to identify areas of opportunity, and using the insights gained to enhance business processes’, reduce risk, and deliver better service experience. Lead a team to Identify real-time situations effecting our business goals and/or service experienceLeverage data and insights to proactively recognize and identify trends whilst collaborating with the Client Services leaders to continually maintain and enhance the service experiencePartner with the Operational Excellence function, leveraging data and insights to prioritize areas of underperformance, to ensure continual improvement through re-engineering processes to meet KPIsLead cross-functional teams to determine KPIs and areas of opportunity to improve the service experience and/or, operational efficiency and effectiveness.Drive metric-based decision-making ensuring monitoring, reporting, performance analysis and cost benefit are key factorsTranslate the ‘voice of the client’ into strategic initiatives, partnering with global senior stakeholders to deliver on an improvement pipelineStrong stakeholder management skills with ability to develop and maintain trusted partnerships including the ability to work with teams and individuals of many technical skill levelsThis is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.