Delivery Head (GBS Philippines)

Key Responsibilities

Teams Management

• Set goals, develop opportunities, provide leadership and general counsel to managers and staff on the management and performance of all services provided by the center
• Design, refine organization structure and optimize human resources.
• Lead change initiatives, adapting to evolving business requirements, and driving transformation efforts within the center.
• Promote a culture of continuous learning, skill development, and professional growth within the center.
• Build a positive and respectful working environment that fosters productivity and efficiency.

Service Delivery Excellence

• Strategize, plan, provide direct leadership and drive to meet the center performance targets.
• Ensure service delivery of SLA, and high level customer satisfaction.
• Quality Assurance: Ensuring high-quality service delivery through process adherence, quality control measures, and regular audits.
• Conflict Resolution: Works with the relevant teams and stakeholders in addressing conflicts, issues, and escalations in a timely and effective manner. Design mitigation plans considering root cause analysis performed.
• Communication and Stakeholder management
• High level communication and collaboration with stakeholders in an operational management capacity throughout the CMA-CGM and CEVA Logistics Network.
• Communication: Effectively communicating the center’s achievements and challenges to senior leadership and other stakeholders.

Optimizing Processes

• Process Improvement: Identifying opportunities for process optimization, standardization, and automation to enhance service quality and reduce costs.
• Innovation and Technology: Staying updated with industry trends and emerging technologies to drive innovation and enhance service capabilities.

Strategy Alignment

• Strategic Leadership: supports the development and executes the center’s strategic vision, aligning it with the overall business goals and objectives.
• Risk Management: Identifying and mitigating operational, and compliance, risks associated with the delivery’s activities.
• Develop strategy, plan, systems and processes on business continuity.
• Reporting and Analysis: Generating regular reports, analyzing data, and providing insights to support data-driven decision-making.

Cost Optimization

• Establish annual budget for the delivery teams, defining the right balance between costs reduction and excellence delivery
• Financial Management: Managing manpower and other operational costs, and identifying cost-saving initiatives to ensure efficient resource allocation.

Qualification & Requirements

• 10+ years of multi-functional experience in large size shared service centers (500+ employees), in which 5+ years in senior leadership roles.
• Strong leadership skills with the ability to inspire a diverse team.
• Strong experience on KPI driven performance management
• Ability to engage a diversity of stakeholders at various levels, strong communication skills
• Familiarity with process management, continuous improvement, Strong interest for digital solutions
• Solid customer focus orientation.
• Proven experience and achievements in project management.
• Strong background in Lean Management / Six Sigma (Green or Black Belt) preferred
• Familiarity and/or understanding of shipping & logistics industry will be a plus
• Strong problem-solving skills and creativity with the ability to hear everyone’s opinions.
• Ability to handle stress and work with a multi-cultural team across geographies.
• Ethics, integrity and respect for the confidentiality of information.

Benefits

CEVA Logistics offers a comprehensive benefits package to its employees, including healthcare, financial benefits, time off, and professional development opportunities. These benefits are designed to support employee well-being and career growth.