Vice President, Business Services Operations, Global Business Services

Key Responsibilities

Manage relationship with Service Providers to ensure the effective delivery of outsourced services

• Conduct Service Provider performance presentations for the internal governance/steering committee and executive leadership groups
• Design Service Performance Management processes, including standardized systemic tooling and reporting
• Establish the metrics/performance reporting approach
• Define and ensure implementation of policy changes that positively affect operations
• Accountable for Service Provider Performance Management
• Serve as final point of escalation for disputed service level related issues
• Monitor compliance with obligations of service agreements
• Authorize all work resulting in expenditures
• Ensure continuous improvement processes are conducted relative to benchmarking service levels
• Ensure implementation of Transformation

Ensure Service Providers have Business Continuity/ Disaster Recovery Plans

• Engage participation of Service Delivery Team in testing of plans and monitor results of testing
• Review and approve Service Provider’s Disaster Recovery Plan to ensure business continuity

Lead Vendor and Contract Management; Guide Service Delivery Teams

• Create vision, clear direction and strategy for Vendor and Contract Management Teams
• Coach and motivate team members to clear objectives and performance expectations
• Provide informal leadership to ELC functional teams, partnering to improve efficiency, effectiveness and impact
• Create an environment that encourages enterprise-wide thinking, cooperation, open communication and teamwork

Performance Management & Accountability

• Define enterprise process KPIs, outcome measures and benchmarks
• Ensure transparency of performance across regions, delivery centers and service providers
• Lead cross-process performance reviews and executive-level escalations
• Embed outcome-based accountability into GBS and vendor governance models
• Ensure alignment to business strategy through relevant stakeholder meetings and engage in cadence of management and governance forums

Qualification & Requirements

• Bachelor’s or Master’s degree in Business or relevant area of study
• 15+ years in enterprise operations, GBS, or large-scale transformation roles
• Proven experience leading others in global, matrixed organizations
• Deep understanding of GBS operating models, shared services and outsourcing
• Experience leading shared services organizations with external partnerships and multiple Service Providers. Ability to work successfully across a network of Service Providers to ensure effective operations and agreed-upon service levels
• Experience engaging with executives, framing strategic issues, presenting recommendations, and supporting informed decision-making
• Ability to influence and deliver through others without direct ownership, particularly by establishing relationships, effective controls and monitoring processes
• Enterprise and systems thinking: Demonstrated ability to think holistically across the organization, understanding interdependencies between systems, processes, and teams, and designing solutions that optimize outcomes at the enterprise level rather than within silos
• Demonstrated ability to assess stakeholder needs, creatively approach solutions, decide and influence appropriate courses of action
• Executive communication and storytelling: Ability to craft clear, compelling narratives that translate complex strategy, data, and trade-offs into concise, persuasive messages that drive alignment and decision-making; ability to articulate complex ideas in easy-to-understand business terms to others
• Proven negotiation and influencing skills, both internally across a globally matrixed organization as well as externally with vendors, contractors and service partners
• Business acumen and financial judgment to provide input to business cases
• Change leadership at scale: Proven experience leading large-scale, multi-stakeholder change, aligning leaders and teams across the enterprise to adopt new ways of working, capabilities, and behaviors
• Proven commitment to building leadership capacity through coaching, talent development, and succession planning to ensure long-term organizational strength and continuity

Benefits

The Estée Lauder Companies offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company.