GBS Enablement & Governance Lead

Key Responsibilities

• Develop and oversee the GBS governance framework including performance tracking, SLA/OLA compliance, and reporting cadence;
• Act as the central coordinator for change management, communications, and stakeholder engagement across all GBS regions;
• Create and manage a framework for capability development, succession planning, and onboarding;
• Define and drive the GBS customer experience and employee experience roadmap;
• Support Regional Leads and Functional Managers in enabling process ownership and service excellence;
• Facilitate continuous improvement initiatives and align with GPOs and operational leads for harmonized delivery;
• Track and manage all GBS cost and profit centers, FTE and HC planning, budgeting and forecasting;
• Serve as a cross-functional partner during and post-transitions, linking strategy with operational execution.

Qualification & Requirements

• Bachelor’s or Master’s Degree in Business, HR, Communications, or equivalent field;
• 8+ years of experience in GBS, Shared Services, or Transformation roles;
• Proven experience in governance, change management, internal communications, or service excellence;
• Exposure to GBS or multi-location service delivery modela;
• Background in finance or operations a plus;
• Excellent program and stakeholder management skills;
• Proficiency in reporting tools, dashboards, and performance frameworks;
• Familiarity with HR, LMS, or people development platforms;
• Process-oriented mindset with a strong eye for structure and alignment;
• Fluent in English (mandatory);
• Other languages such as French, Italian, Portuguese, or Mandarin are a plus;
• Strong interpersonal and communication skills;
• Strategic thinker with the ability to execute and influence cross-functionally;
• Adaptable, resilient, and comfortable working in a transformation environment;
• Collaborative and empathetic approach to team engagement.

Benefits

What the Company can offer you:

• Be at the heart of enabling global GBS operations;
• Exposure to leadership and decision-making processes across the enterprise;
• Work in a multicultural, global team environment;
• Shape the employee and customer experience agenda in a growing organization.