Managing Director, GBS Service Delivery and Operations Leader

Key Responsibilities

Strategic Operations Management:

• Develop and implement a “noiseless” global service delivery strategy to meet business requirements, targeted business outcomes and enhance customer experience in a measurable way.
• Lead operations activities, including the planning, organizing and execution; and contribute to overall GBS strategy development and evolution.
• Monitor key performance indicators (KPIs) to track performance, identify areas for improvement, and drive operational excellence and continuous improvement .
• Stay current with industry trends and best practices in service delivery to leverage latest technologies in intelligent automation, analytics, cloud computing and leverage ERP and best-of-breed solutions to improve the “touchless” processing for GBS.
• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
• Establish the right workplace mix to achieve an appropriate balance between delivery, continuous improvement, and value creation. Efficiently structure the retained organization.
• Build partnerships and an effective governance framework with the functions and business units, including customers, vendors, and internal teams to ensure successful and “boundaryless” service delivery outcomes, and foster end-to-end integration in terms of policy setting and operational performance.
• Hold self and others accountable to meet commitments and business outcomes. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.
• Sees ahead to future possibilities and translates them into breakthrough strategies. For example, is a strong big picture thinker; makes frequent, clear references to the organization’s vision and strategy and the efforts required to drive them forward. Effectively integrates long-term opportunities and challenges with day-to-day activities.

Business Planning & Leadership/Stakeholder Direction

• Contribute to the development of annual business plans; input to the development of business cases for key activities/projects and estimating the financial and human resources required to deliver performance targets.
• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, makes nimble plans accounting for a range of risks and contingencies. Achieves greater cohesion, integration, and alignment between own group and other areas. Both persistent in adversity and nimble in change.
• Anticipates and balances the needs of multiple stakeholders. For example, provides guidance so that others understand the needs of different stakeholders and can balance them appropriately. Makes sure people understand and adhere to ethical standards when working with stakeholders; models and ensures cross-cultural sensitivity

Capability Optimization / Building

• Identify the capabilities needed to meet the current and emerging business needs of a significant business area. Evaluate current capabilities, identify gaps, and prioritize development activities. Motivate others to develop their capabilities and fulfill their personal potential. Build capabilities elsewhere in the organization through mentoring and other informal methods.
• Analyze and identify opportunities to improve processes, practices, and procedures using prescribed methodologies.
• Participate in the development of corporate strategy for a small local organization, applying functional expertise to test the viability of the strategy and contributing creative ideas and insights to support the strategy formation process.
• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.

Qualification & Requirements

• 10+ Years of experience in areas of finance, supply chain, human resources or business operations. Experience in managing a 3rd party is preferred
• Consumer Packaged Goods experience is preferred
• Solid SAP (SAP S4 Hana) and High Radius experience preferred.
• Quarterly travel required, including international travel
• A bachelor’s degree in business, finance, engineering or related field.

Benefits

• Competitive compensation
• Generous 401(k) program in the US and similar programs in international
• Health benefits and programs that support both your physical and mental well-being
• Flexible work environment, depending on your role
• Meaningful opportunities to keep learning and growing
• Half-day Fridays, depending on your location