Senior Director, GBS EU Operations & Country Head

Key Responsibilities

Strategic Leadership & Transformation:

• Develop and execute a robust operational strategy for Hungary that aligns with global GBS priorities.
• Drive transformation initiatives to continuously enhance service quality, efficiency, and customer satisfaction in a 24×7 environment.

Global & Local Integration:

• Serve as the primary liaison between global GBS teams and local business units, ensuring consistent execution of global standards and best practices.
• Collaborate with cross-functional teams – including customer service, fraud risk management, quality assurance, technology, and automation – to deliver seamless, round-the-clock operations.

Operational Excellence & 24×7 Management:

• Oversee end-to-end operational processes, including real-time performance monitoring, risk management, and crisis resolution.
• Implement advanced process optimization, automation, and continuous improvement programs tailored for high-availability, 24×7 operations.

Stakeholder & Financial Management:

• Cultivate strong relationships with key internal and external stakeholders to ensure alignment and drive operational performance.
• Lead budgeting, forecasting, and financial management, ensuring cost efficiencies while sustaining operational scalability and profitability.

Talent Development & Culture Building:

• Recruit, mentor, and empower a diverse team, instilling a culture of accountability, agility, and innovation.
• Implement robust talent management and succession planning strategies to build long-term organizational capability.

Qualification & Requirements

Academic Credentials:

• Master’s degree in Business Administration, Engineering, or a related discipline from a reputable institution.

Extensive Operational Leadership:

• Minimum of 10-15 years of progressive leadership experience within Global Business Services or large-scale operational functions, with a proven track record in managing and scaling 24×7 operations.

Proven Expertise in Large-Scale, 24×7 Operations:

• Demonstrable experience in leading complex, multi-national operations that require round-the-clock service delivery, including crisis management, process optimization, and continuous operational improvements.

Cross-Functional & Global Integration:

• Strong background in bridging global strategies with local execution, managing cross-functional teams, and driving digital transformation initiatives.

Regulatory & Risk Management:

• In-depth knowledge of compliance, regulatory frameworks, and risk management practices pertinent to the local market, ensuring operational integrity and sustainability.

Benefits

• Competitive remuneration package (Basic Salary + Yearly Bonuses).
• Monthly Team Building
• Excellent prospects for growth and promotion – we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment – Advance your career by interacting with individuals from various backgrounds, cultures, and nations.