Global Process Leader (Director) – Operations and Supply Chain – Global Business Services

Key Responsibilities

Acting with dual accountability, the GPL:

• Leads process execution and excellence for Operations and Supply Chain within GBS, leading a globally distributed organization of internal and outsourced personnel, and
• Drives enterprise‑wide process transformation across operations and supply chain, ERP programs, AI initiatives, and data platforms.

The GPL partners with Operations and Supply Chain Global Process Owners (GPOs), GBS Capability and AI teams, and GBS delivery operations to deliver transformative and optimized business process execution.

Global Process Ownership & Harmonization

• In partnership with the business process owners within operations and supply chain, own the end‑to‑end global design, standards, and performance of assigned Level‑1 and Level‑2 business processes.
• Drive global process harmonization, reducing regional variants and eliminating fragmentation across captive, outsourced, and functional teams.
• Define clear process governance, controls, and decision rights aligned to enterprise risk, compliance, and quality standards.

ERP & Enterprise Transformation Enablement

• Shape ERP process design to ensure alignment with efficiency, scalability, digital‑first aspirations, and standardized ways of working.
• Partner, coach, and challenge ERP and functional teams to maximize transformation value and avoid sub‑optimal “lift‑and‑shift” outcomes.
• Ensure post‑ERP processes are stabilized, optimized, standardized, and fully adopted across the enterprise.

Digital‑First & AI Enablement

• Identify, prioritize, and implement AI, automation, and agentic solutions across owned processes in line with the GBS 2.0 roadmap.
• Build and scale process excellence and AI capabilities as a service, working closely with the GBS Innovation Hub.
• Support the transition from a human‑centric delivery model to an AI‑augmented, autonomous operating model, with humans focused on orchestration and exception handling.

Performance Management & Value Realization

• Define and own process‑level KPIs, including service quality, cycle time, cost, productivity, automation rate, and customer satisfaction.
• Actively monitor performance and lead continuous improvement initiatives to close gaps and unlock measurable enterprise value.
• Ensure that the benefits realized from ERP, AI, and GBS transformation initiatives are tracked, sustained, and transparently reported.

Service Delivery & Sourcing Collaboration

• Work closely with GBS Delivery Operations, Site Leads, and Outsourcing Management to ensure consistent execution across hubs, spokes, and BPO partners.
• Support sourcing decisions by defining which activities are best delivered via digital‑first, captive, or outsourced models, balancing value, risk, and scalability.
• Ensure seamless integration of outsourced and captive delivery into standardized global processes.
• Owns the distributed resources

Governance, Risk & Stakeholder Leadership

• Act as the primary global process interface to operations and supply chain, regional leaders, ERP programs, and enterprise transformation forums.
• Lead service, process, and transformation reviews, including escalation management and risk mitigation.
• Contribute to enterprise governance bodies and innovation forums as a recognized thought leader and change agent.

Qualification & Requirements

Education:

• Bachelor’s degree Required, master’s in Business Administration or equivalent preferred

Experience:

• 10+ years in global Human Resource process ownership, shared services, or transformation roles
• Demonstrated leadership in ERP‑enabled process transformation
• Proven success driving process standardization, automation, and AI adoption
• Experience operating in global, matrixed organizations with captive and outsourced delivery
• Strong English language skills required
• Proven executive leadership experience in a global, matrixed organization with the ability to influence and align diverse stakeholders, including executive leadership across corporate functions, divisions, and regions.
• Expertise in designing and operating global service delivery models, including “follow-the-sun” structures, shared services, and business process outsourcing.
• Strong track record of leading digital transformation, with deep knowledge of business process automation (RPA), artificial intelligence, ERP platforms, and case management tools.
• In-depth understanding of operations and supply chain functions and demonstrated success in standardizing, optimizing, and automating global processes.
• Strong process excellence, Lean, and digital transformation capabilities
• Advanced stakeholder influencing and change leadership skills
• Strong analytical orientation with comfort using data to drive decisions
• Ability to operate at both strategic and hands‑on execution levels
• Exceptional communication skills with the ability to navigate challenging, cross-cultural communications and inspire confidence across all levels of the organization.
• Strong financial and commercial acumen, including experience managing budgets, outsourcing contracts, and vendor relationships and operational performance KPIs.
• Proven ability to recruit, develop, and retain global talent, fostering a culture of innovation, service excellence, and continuous improvement.
• Knowledge of governance frameworks, risk management, and compliance in a global business services environment.
• Deep Operations and Supply Chain and end-to-end process expertise

Benefits

Joining Olympus means embarking on a meaningful, rewarding, and challenging career. In addition, you will enjoy access to a range of benefits, including

• A competitive salary package: inclusive of AWS (Annual Wage Supplement) and a variable bonus.
• Hybrid work arrangements: Supporting flexibility and work-life balance.
• Health and Wellbeing Initiatives: Including annual medical checkups, dental benefits, and access to employee assistance programs (EAP).