• Key sub-functional areas of management which include:
  • Customer Relationship Management (direct accountability)
  • Project management portfolio and team
  • Transition & Change management portfolio and team
  • Financial Controlling, Reporting & Budgeting
  • Performance Management
  • E2E Process delivery/management (escalation, cross-process prioritization and coordination)
  • In close collaboration with VP, defining, coordinating & driving GBS strategy and review it with GBS Leadership team
• Leads a team of senior specialists in areas featured
• Customer Relationship Management
  • Serveing as primary client contact
  • Building and maintaining customer satisfaction KPI’s
  • Aligning business needs to current & future GBS portfolio
• Project management
  • Builds & maintain GBS PM methodology & standards
  • Oversees delivery execution and results for projects & teams under his/her responsibility
  • Ensures regular reviews of project progress and client escalation points.
  • With his/her team, oversees development and maintenance of tools, templates, project documentation history and project compliance related documentation.
• Financial Controlling
  • Oversees the reporting & budgeting with Financial controller
  • Reviews the chargeback mechanism regularly as part of GBS viability

• GBS Strategy and Governance
  • Propose and socialize the annual GBS strategy review and budget, including site location strategy
  • Designs and builds out the full GBS governance model & execution
  • Own GBS service catalogue and define global standards and GBS potential, in close cooperation with key stakeholders (Segments/Corporate, GBPOs.)
• Transition & Change Management
  • Defines and oversees the build and run the of the yearly transition program and other inflow requests
  • Supports change management initiatives within the GBS organization, including transitions, technology implementations, and organizational changes
• E2E Process delivery/management
  • Manages escalations and act to resolve service issues
  • Coordinates and prioritizes service improvements for enhancing quality and efficiency gains
  • Coordinates the GBS portions of acquisition and divestiture work
• Performance Management
  • Develops, enforces and reports all GBS SLAs & KPIs
  • Builds, oversees and communicates on GBS value realization
  
  

• General University degree or proven track record
• 15 years plus in leading teams, especially in multi-national context
• Must have previous SSC/GBS direct experience
• Language requirement: English, plus other European languages fluency
• Willing to travel up to 50% of time

• Commercially focused
• Customer/Service mind set centric
• Strong communication skills (influencer & persuader)
• Credibility and ability to flex style and approach
• Strong analytical and problem-solving skills
• Good Microsoft Office and SAP (SAP4Hana) skills

• Credible with all types of stakeholders
• Capable of working in the strategic mode
• Confident and effective decision maker

• An exciting, diverse and value based working environment
• Award-winning corporate university offering personal development and training opportunities.
• Competitive base salary and performance-based bonus plan.
• Contribute to the communities where we reside.