Head of GBS & CDC Service Quality and Development

Key Responsibilities

Strategic Leadership & Transformation

• Drive organizational strategies and planning initiatives aligned with GBS goals.
• Lead transformation roadmaps, including CDC transition planning and implementation.

Performance Analytics & Insights

• Utilize data insights and business intelligence to identify and deliver high-impact, value-driven projects that enhance GBS efficiency, stakeholder satisfaction, and speed.

Change Management & Communication

• Manage stakeholder engagement and communication plans across functions to ensure smooth adoption of new processes and technologies.

Service Excellence & Quality Governance

• Champion service quality frameworks, embed quality metrics, and ensure compliance through structured performance monitoring and reporting.

Transition to CDC

• Oversee the seamless transition of services to the CDC, ensuring operational continuity, resource optimization, and effective risk mitigation.

Project Management & Delivery

• Lead key strategic projects from planning to execution, ensuring alignment with business goals and successful on-time delivery.

Collaboration & Innovation

• Foster collaboration across global GBS teams and promote a culture of continuous improvement, innovation, and user-centric service delivery.

Qualification & Requirements

Qualifications & Experience

• Bachelor’s degree in Business, Operations, or a related field (Master’s degree preferred).
• Minimum 10 years of experience in business transformation, service delivery, or shared services environments.
• Proven end to end GBS lifecycle experience – from design and implementation to transition, delivery and transformation of global shared services
• Hands on leadership of service transitions to delivery centres, ideally including greenfield CDC set up or optimization
• Strong knowledge of shared services operating models, stakeholder governance and performance measurement
• Strong project management certification (e.g., PRINCE2, PMP) with experience leading complex cross-functional projects.
• Familiarity with ERP systems and automation technologies is a plus.
• Strong business acumen and the ability to translate data insights into actionable strategies.

Skills Required

• Excellent leadership and stakeholder engagement abilities.
• High proficiency in data analysis, reporting, and visualization tools.
• Strong analytical and problem-solving skills.
• Ability to inspire and lead cross-functional teams to high performance.
• Exceptional communication and change management skills.
• Strong understanding of internal controls and compliance frameworks.

Benefits

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