Head of Combined Delivery Centre – GBS Operations

Key Responsibilities

• Establish and maintain strong relationships with stakeholders/service line heads to support the growth of GBS in line with expansion strategy
• Drive the change management needed within QR Combined Delivery Centre and at HQ for aligning to new ways of working
• Obtain executive approval for unplanned investments on facility post alignment with VP finance by developing the necessary business case and business justification.
• Ensure GBS budgeting and forecasting, review expenditures, and take action to ensure budget and service goals are met.
• Maintain strong controls environment working across the CDC at all levels to ensure alignment with SOPs and to ensure global controls are consistently and effectively applied and monitored
• Oversee the end-to-end running of GBS operations and service quality, including but not limited to Invoice to Pay, Record-to- Report, Sales to Cash (Fraud Screening, PRA, and AR), Procurement, and Quality lines.
• Keep the GBS Service Catalogue up-to-date, review and enhance SLAs on timely basis and sustain and improve KPIs/CPIs.
• Attend regular governance forums and periodically review and define (as needed) governance mechanism for service delivery.
• Provide thought leadership and drive the implementation of best-in-class processes that help improve productivity, optimize costs and advance the effectiveness of service delivery
• Support the implementation of a GBS dashboard and rollout regular reporting to service line management.
• Representing QR interest and driving solutions with Landlords and Managed Services contractors.

Qualification & Requirements

• Chartered Accountant or Bachelor’s degree in Finance/Business with Minimum 8 years of job-related experience
• Experience in a SSC/GBS/BPO industry
• Experience in managing and leading the SSC/GBS/BPO at a similar level
• Has experience leading 200+ FTE teams within a multifunctional international GBS organization and have a track record of growing and developing organizations through migrations
• Experience in driving organization-wide or center-wide projects, initiatives and programs
• Experience in working and leading a rapidly changing environment
• Business process improvement experience
• Strong conflict & grievance resolution skills
• Strong communication skills and executive presence
• Strong knowledge of statutory regulations, and safety standards, and other relevant legal requirements
• Lean/Six Sigma certification
• Working knowledge of necessary regulatory (IFRS, SOX) requirements
• Fluency in English (both orally and writing)

Benefits

No information available.