Impact on the Business 1. Maintain and improve the delivery of "superior" customer service by actively driving operational performance, (meeting SLAs, reducing cost, driving operational efficiency and reducing operational risks). 2. Manage GSC / BS resources effectively to meet strategic objectives of the business. 3. To ensure "Knowledge retention" in the process by continuously developing and training staff and ensure there is a successful framework of career progression plan in place. Customers / Stakeholders 1.Ensure that the customer is at the heart of everything we do both personally and as an organisation. 2. Maintain and improve the delivery of a high quality, high volume processing service by ensuring that the GSC / BS teams meet all Performance Level Agreements including standards in quality. 3. Provide support to other GSC / BS teams, as directed to meet the wider Global needs of the trade business. 4. Maintain a value added relationship with the respective business partners; be seen as a integral part of their business. Leadership