Global Process Leader (Director) – Customer Care (GBS)

Key Responsibilities

Global Process Ownership & Harmonization

• In partnership with the Business Process Owners within Customer Care, we 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 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.
• Define the best delivery models for sourcing decisions, whether digital-first, captive, or outsourced, while 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 customer care, 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 o Proven success driving process standardization, automation, and AI adoption.
• Experience operating in global, matrixed organizations with captive and outsourced delivery.
• 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 the customer care/customer service function and demonstrated success in standardizing, optimizing, and automating global processes.
• Strong process excellence, Lean, and digital transformation capabilities

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).