Global Operations Shared Services Senior Director

Key Responsibilities

• Shared Services Expansion: Drive innovation in service delivery models to enhance scalability, efficiency, and learner experience at a global scale
• Continuous Improvement and Quality Assurance: Review, design and define processes and recommended measures for continuous improvement in internal controls and optimized business processes;
• Measuring and Reporting: Develop, manage and implement KPIs (Key Performance Indicators) and KRIs (Key Risk Indicators) for our three shared services hubs. Provide visibility to cross-functional leaders on the service levels and efficiencies attained;
• People Management: Build, manage and develop a strong, engaged & high performing team, multiskilled in all aspects of L&D operations support and fostering collaboration across cultures and geographies; Comprehensively represent L&D’s New Delhi hub including smaller L&D sub teams of other L&D functions.
• Collaboration: Develop and maintain effective business partnerships and a strong network of key global stakeholders, as well as a partnership with broader Functional Shared Services teams, Operations and IT to continuously optimize the shared services delivery and leadership model.
• Technology: Leverage state of the art technology to streamline operations and enhance learner experiences
• Collaborate and join forces with the Global L&D Operations and Delivery Senior Director who is driving the overall centralization of front end and back end processes for L&D
• Work alongside other L&D Leaders across the world to identify activities which can be delivered from the Hubs
• Drive harmonization of processes & controls and implementation of best practices across the BCG business
• Support related cost/benefit analysis and implementation planning and execution – including defining KPIs, Service Delivery levels, Staffing Requirements, and Onboarding and Training Plans
• Transfer activities with minimum disruption and maximum service
• Additionally, this role will also be a key member of the GS Delhi office leadership team. In this capacity the job holder is expected to contribute to the overall employee value proposition, attraction, retention, affiliation, safety and security of GSD employees.

Qualification & Requirements

• Bachelor’s Degree in Business, Human Resources, Organization Development or other related field is required; advanced degree preferred
• A minimum of 15+ years of work experience with progressively increasing levels of responsibility, preferably within a global professional services firm and with a minimum of 10 years managing teams and growing and developing others
• Experience leading and delivering operational capabilities in a shared services environment within a global organization; driving output and getting things done
• Experience working with Workday, ServiceNow and SABA
• Ability to perform successfully in a fast-paced, intellectually intense, service-oriented and matrix-structured environment and to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG’s values and culture
• Excellent relationship-building skills and a passion for helping others to develop
• Maturity and seasoning that engenders respect and trust from others; good judgment, professionalism, strong interpersonal skills, and a collaborative style
• High integrity, tact, a positive attitude, and an ability to maintain absolute confidentiality
• Proven analytical capabilities; a quick study; a bright executive with a can-do attitude, a creative solution seeker and a readiness to try new approaches; decisive, pragmatic, and reason-minded
• Proven experience in working in a multi-national, cross-geographic environment. You must possess strong intercultural skills, including the ability to adapt to cultural differences and communicate effectively in a multinational environment.
• Comfortable in both working in detail and understanding the big picture; able to consider the ramifications of decisions on various constituencies
• Strong change management skills and results-oriented approach
• Excellent communication skills and poise; cross cultural understanding, fluent in English

Additional info

You’re good at-

• Operational Excellence to ensure the quality and consistency of the process outcomes.
• People Leadership to provide direction and mentoring to a newly established and rapidly expanding team, fostering a culture of service excellence, growth and collaboration.
• Service Orientation understanding what it takes to provide good client service, how to motivate a team to do the same, and how to address service failures.
• Intellectual curiosity and agility to understand your role’s impact within the broader picture, wide variety of approaches and interdependencies.
• Stakeholder management skills sufficient to understand the needs of the various business units; executive presence to persuade business units to converge to standardised processes; collaboration & teamwork to work jointly to close differences in expectations and delivery; and when things go wrong, for there to be successful resolution.
  The ability to build collaborative relationships with peers around the world such that new opportunities for activities to be moved to the hub are identified and realised

In addition, the table stakes capabilities for a role of this nature:

• Client focussed individual with experience implementing process changes
• Ability to develop innovative solutions and process design, including standardization, in a fast paced and demanding environment
• Business acumen and ability to think conceptually to identify and address future challenges and opportunities, often in an ambiguous environment
• Ability to lead the transition of processes, balancing pace of transition with management of risk and change
• Maintain, coach and lead a top calibre team to provide these services
• Affinity for technology’s ability to drive efficiencies and enhance service delivery
• Performance reporting of service and cost delivery
• Ability to develop concrete rationale and business case for all new opportunities, while seeking and identifying additional opportunities to expand the scope of business.
• Ability to get deep knowledge of processes quickly and use this to form strategic direction and action planning

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…