Global Action Center Manager

As part of the regional Service Experience Team (SET) Team, the GAC Team is being formed to bring together diverse expertise and operational capability into one aligned group that works seamlessly to serve client's scope of work (SOW) within a specific client service tier.

The Global Action Center Manager will assist in the creation and ongoing leadership of a Global Action Center (GAC) to deliver a centralized, scalable, efficient, and client-centric service model for small and medium-sized clients

* under the Sustainability Business practice new operating model.

This role is pivotal in supporting our Center of Excellence (CoE) to move from reactive delivery team to strategic partner, ensuring operational excellence and superior client experience at scale.

At the core, communication and collaboration will be the keys for success - prioritizing open communication, trust, and proactive partnership both within the team and across the broader organization.

By working together, we aim to eliminate barriers, streamline processes, and ensure that every team member is positioned to contribute meaningfully.



* Organizations with limited scale and operational complexity, typically requiring standardized solutions, digital workflows and lighter-touch service delivery rather than bespoke, enterprise-level engagement

Key Responsibilities


* Operational Leadership



* Assist in the creation and ongoing leadership of our Global Action Center (GAC) by region via a POD approach


* Tactical day to day management of the team to ensure clients are served to the highest standard, and KPIs and Goals are obtained.


* Establish and manage GAC structure, roles, and workflows for allocated clients.


* Drive adoption and scale the service model in alignment with CoE leadership.


* Cost optimization of all deliverables

Client Experience


* Rapid, consistent, and high-quality service delivery for clients served by the GAC Team via digital and hybrid channels.


* Monitor customer satisfaction and implement continuous improvement initiatives.

Performance Management


* Oversite and Management of the team to ensure KPIs and Goals are obtained.


* Own KPIs: SLA compliance (response time), quality (>tbd%), customer satisfaction (≥tbd).


* Implement dashboards, QA reviews, and scorecards for global performance control.


* Client retention and contract renewals - revenue under management and churn rate.

Process & Technology Enablement


* Champion workflow automation, AI chatbot integration, and self-service portals.


* Oversee phased deployment of tech solutions for efficiency and scalability.

Change Management


* Lead training programs, career path development, and workforce redeployment.


* Communicate proactively with internal teams and clients to ensure smooth transition.

The GAC team will focus on:


* Consistency: Creating a unified approach to service delivery across regions and functions....