Program & Transformation Lead

Key Responsibilities

Transformation Strategy & Roadmap

• Design and execute the GBS transformation vision and multi-year roadmap aligned with enterprise and functional strategies.
• Identify and prioritize transformation opportunities across processes, geographies, and service lines.
• Build strong business cases with clear value realization (cost, productivity, service levels, risk reduction).

Process Excellence & Operating Model

• Lead end-to-end process re-engineering and standardization (Lean, Six Sigma, Design Thinking).
• Drive adoption of best-in-class GBS operating models (global process ownership, tiered service delivery, COEs).
• Establish and track KPIs, SLAs, and outcome-based performance measures.

 Digital & Automation Enablement

• Identify and implement automation and digital solutions (RPA, workflow, AI/ML, analytics, self-service).
• Partner with IT, Digital, and external vendors to deliver scalable and secure technology-enabled solutions.
• Drive intelligent automation pipeline and benefits realization.

Change Management & Stakeholder Engagement

• Lead enterprise-wide change management including communication, training, and adoption management.
• Act as a trusted advisor to senior leaders and global stakeholders.
• Influence without authority across functions and regions.

Governance & Program Management

• Establish robust transformation governance, cadence, and reporting.
• Manage multiple transformation programs simultaneously, ensuring disciplined execution and risk mitigation.
• Track benefits realization and ensure post-implementation value sustainment.

Capability Building & Culture

• Build and embed a continuous improvement and transformation mindset within GBS teams.
• Coach and mentor process owners, transformation managers, and CI practitioners.
• Contribute to GBS maturity model advancement.

Key Stakeholders

• Global Process Owners (GPOs)
• Function Leaders (Finance, HR, Procurement, IT, etc.)
• GBS Leadership & Country Heads
• IT, Digital, Data & Analytics Teams
• External Partners and Technology Vendors

Qualification & Requirements

Education

• Bachelor’s degree required; MBA or equivalent preferred.

Experience

• 8–15+ years of experience in GBS, Shared Services, Consulting, or Transformation roles.
• Proven track record of delivering large-scale global transformations.
• Strong exposure to process excellence, digital transformation, and operating model redesign.
• Experience working across cultures and global locations.

Certifications (Preferred)

• Lean Six Sigma Black Belt / Green Belt
• PMP / PRINCE2 / SAFe
• Change Management (Prosci, ADKAR)
• RPA or Digital Transformation certifications

Technical / Functional

• GBS & Shared Services design
• Process re-engineering & optimization
• Automation & digital transformation
• Data-driven decision-making and analytics
• Program & portfolio management

Behavioral

• Strategic thinking and problem-solving
• Strong executive communication and storytelling
• Stakeholder influence and collaboration
• High learning agility and resilience
• Results-oriented with a hands-on mindset

Success Measures

• Transformation benefits realized (cost, productivity, quality).
• Adoption and sustainability of new processes and technologies.
• GBS maturity improvements and stakeholder satisfaction.
• Speed and effectiveness of transformation delivery.

Benefits

• Access to a huge array of internal and external training courses on our learning system (free)
• Access to self-paced language training (free)
• Birthday or wedding anniversary gift of INR 1500
• Charity work once a year, to give back to the community
• Company car, phone if required for role
• Competitive health and wellness benefit plan
• Continuous professional development with numerous opportunities for growth
• Creche facility
• Employee Business Resource Groups (EBRGs)
• Electric car charging stations
• Hybrid work arrangement eg. 3 days in office
• Internet allowance
• No-meeting Fridays
• Parking on site (free)
• Relocation assistance available
• Staff hangout spaces, enjoy games like carrom, chess
• Transport by cab if working the midnight – 7am shift
• Well connected to public transport, only a 10 min walk to office