Global Business Services Senior Manager

Key Responsibilities

• Shape and articulate the GBS/Shared Service Centre (SSC) strategy and value proposition to C-level and VP level clients – With a particular focus on provision of GBS, SSC and also Business Process Outsourcing (BPO) functions
• Design and develop GBS/SSC shared services operating models for our clients across various corporate functions such as finance, HR, IT, supply chain/logistics, procurement etc including governance and service management capabilities, along with the service catalogues and service level agreements
• Lead end-to-end outsourcing execution: strategy, vendor selection, contracting and transition
• Apply leading practice end to end process expertise in one or more core finance, HR, IT, supply chain/logistics, procurement or other corporate functions in order to design and implement new re-engineered processes in a Shared Services or Business Process Outsourcing operating model
• Lead and work collaboratively with client team executives to plan and deliver shared services or global business services solutions
• Leads business development activities for assigned client portfolio and supports revenue growth plans for existing and new clients
• Guide team through the to-be design of processes, related organization/role design and enabling technologies
• Manage team through business case development of GBS/SSC programs
• Develop detailed work plans, direct project teams, deliver status, meet deadlines, manage to budget, meet or exceed quality standards
• Guide team through problem definition, issue identification and work plan development using problem solving principles and past experience
• Work with leadership on developing the practice through recruiting, training, mentoring, client relationships
• Serve as a subject matter advisor to the c-suite

Qualification & Requirements

Skills and attributes for success

• Experience establishing and maintaining client relationships
• Deep understanding of the BPO provider landscape, and ecosystem
• Expertise in structuring complex deals and designing fit-for-purpose governance & service / vendor management frameworks
• Operational insights including in-depth understanding of SLAs KPIs and risk sharing models
• Excellent leadership, communication (written and oral) and interpersonal skills
• Proven success in contributing to a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• Ability to interact effectively with client executives, vendors and third party providers
• Desire to work in a fast paced environment

To qualify for the role, you must have:

• Extensive expertise gained with, or at, GBS or Shared Services Centres or Business Process Outsourcers
• Clear understanding and experience in application of the GBS/SSC operating models and Service Delivery Models
• Hands on knowledge of project management methodologies and preferably certified project / program management or strong experience in leading large GBS transformational programmes
• Experience of deploying problem solving frameworks and improving processes, applied knowledge of lean/six sigma methodologies
• Experience in process mining, automation & leading process applications of advantage
• Advanced usage of MS Office and MS Project and experience in working with ERP systems
• Knowledge of the Shared Services and BPO sector with a network in this field

Ideally, you’ll also have:

• Experience leading large scale transformation programs highly preferred
• Professional qualification in one of the functional areas – Finance (CIMA/ACA or equivalent), HR/Procurement – (MBA)
• Consulting experience or Programme Management/ Strategy experience in GBS/SSC set ups

Benefits

With Flex with Purpose, the large majority of our people are designated as hybrid, spending some days in person at offices and/or client sites and some working remotely, depending on the needs of our clients, and individual and collective team needs. Flex with Purpose is about empowering flexibility and well-being, while still participating in in-person activities that are well planned, intentional, and purposeful.

Our programs: Flex with Purpose, Summer and Winter Firm Shutdown, 401k Capital Accumulation Plan, Elder Care, Parental Leave, Adoption Reimbursement Program, Early Career Rewards Program, Marcus Invest Independence-cleared Portfolio Program, Celebrate Great Awards, Employee Referral Program, Student Loan Refinancing Program, Mortgage Assistance Program, Jumpstart Fridays, PTO, Impact Volunteer Hours Program, Health Insurance, Caregiver Leave, Caregiver Support, Pet Insurance