Vice President – Business Service Center (IND)

Key Responsibilities

Strategy

• Set the strategic direction and vision for BSC aligned with KG strategy and Group BSC CoE
• Leading, optimizing, and scaling centralized back-office operations across Business Operations, Finance, and Human Resources
• Leverage automation and digital tools (RPA, ERP, HRMS) to drive process efficiency and accuracy.
• Accountable for the overall cost of BSC operations and quality commitments incl. budgeting, forecasting and meeting saving commitments
• Work with BSC stream leads and delivery teams to build a culture of operational excellence, innovation and continuous improvement, ensuring time is allocated to focus on continuous improvement and budget is available to drive continuous improvement initiatives
• Establish service level agreements (SLAs), key performance indicators (KPIs), and governance frameworks across functions.

Stakeholder Management

• Own stakeholder engagement and hold customer interaction sessions as required, e.g.
• Drive key discussion relating to service delivery and BSC expansion,
• Lead the communication of value creation and value proposition of BSC to key stakeholders,
• Work through change & communication to define and deliver clear communication strategy and plan which ensures stakeholders are engaged and consistent messaging across BSC network
• Keep active communication with Group BSC CoE

Delivery

• Overall accountability for performance of BSC and service delivery
• Accountable for resolving critical issues with BSC Management team
• Business case sign-off for all continuous improvement and transformation projects – ensuring investments are focused on driving savings and/or value that align with the needs of the business aligning with Group BSC CoE and Group BSC governance framework to leverage and enhance Group Foundation Blueprints
• Accountable for the BSC transformation roadmap as per strategy and organizational direction.
• Accountable for the Transition project plan and other associated plans and documents
• Responsible for applying the Transition Stage Gate Methodology and usage of supportive Help-Tools

Governance

• Accountable for ensuring the BSC governance framework is implemented within the KG and for the BSC internally
• Act as the highest point of escalation within BSC, resolving critical and complex issues and escalations

Service Performance Management

• Drives BSC overall performance and value tracking, overseeing service teams’ delivery performance, coordinating service management support activities for reporting, KPIs, SLAs, charge-outs, customer feedback

People/Team Leadership

• Attract, develop, engage and retain best in class talent aligned with functional knowledge and organizational values.
• Lead career planning, staffing, compensation planning and promotion efforts for BSC personnel
• Complete performance reviews and evaluations for direct reports and set process-based objectives and targets

Direct Reports

• BSC Stream Leads
• BSC Support Functions (HR, Communication, Controlling, etc.)
• BSC Performance and Knowledge Manager

Qualification & Requirements

Education

• Graduated from Bachelor- and/or Master-Studies
• Six Sigma/Lean Management (preferred)
• Project management certification (preferred)

Knowledge and Experience

• Comprehensive expertise in Shared Service Centre or Global Business Services environment closed to Shared service centers
• Should have experienced the role of service delivery manager, service manager or similar
• Transition experience
• International working experience (cooperation with other countries/continents) – min. 3 years
• Project management knowledge and experience
• Skills related to analytical and conceptional working, paired with good communication skills and hands-on mentality
• Demonstrated ability to work in a dynamic, matrix organization with strong change management capabilities.

Language Skills

• Local Language
• Very good command of English (both written and verbal)

Benefits

No information available.