Director - Transformations - Shared Services

Transformations Leader-Director

MNC Shared Services

Location-NCR

This is a senior leadership role and will play a leading role supporting change across the organisation – by working with our stakeholders and across centers to coordinate the necessary change activity required whilst maintaining service quality to our customers and engagement/productivity within our skilled teams.

Purpose of the Job:

- Working with Service Function Leaders and other members of company leadership, define the service needs of customers (existing and new) and create effective plans for prioritising implementation;

- Define resource needs, change management, technology infrastructure etc required as part of transformation effort;

- Create methodologies and tools (using industry best practices and existing ways of working) that help support and standardise company Transformations, within minimal customisation across Function Lines

- Contribute to relationship management between company and its customers with proposed and ongoing transformations, manage expectations and provide effective status reporting and updates.

Analytical/Decision Making Responsibilities:

- Ensure customer needs are clearly defined and documented with necessary approvals and sponsorship in place before transformational activity commences;

- Take a leadership role in the entire process from start to finish in establishing a new service in the company; this will also require developing appropriate talent in the team, to support this objective;

- Actively promote the benefits of the company and its value proposition in discussions with customers in order to achieve beneficial outcomes and solutions that are developed with company's capabilities;

- In addition to customer representatives, this role will liaise with Global Functions (both existing and planned), such as Finance, QRM to ensure solutions are consistent with company's global strategy.

Knowledge and Skills Requirements:

- Individual should have a “solutioning”mindset, able to take ideas from thought to implementation;

- Proven experience of working with a captive shared services, BPO or Global In-house Center leading process design and implementation;

- Aware of the importance, development and communication of performance metrics, KPI etc and how these can be used to enhance service quality;

- An ability to work across cultures with a “Global Mindset” and influence senior stakeholders from multiple disciplines and geographies;

- Person should be a self starter, and bring credibility based on his/her past experience in this area;

- Will need to have direct experience in running transition and quality functions, with an ability to determine technology requirements from a business standpoint;

- Global mindset in people leadership is needed, where a multicultural team will report into this role;

- Need to be process focused, looking at within a function and cross function as well, delivering demonstrated value to the business through the solution development;

- Provide leadership input into organizational matters as needed.

Supervision Responsibilities:

- The role holder will be expected to manage their responsibilities with limited day to day supervision, however regular support and counseling will be available via the company's Global Transitions Leader (based in the USA), Global Service Delivery Leader (based in London) and Shared Services Leader (based in the USA);

- Reporting to this role will be a number of other central functions including the Transitions Team and the Technology Product Manager. Other reporting lines may be phased in over a period of time;

- The role will work closely with Service Functions and the New Services group;

- Establishing lasting, productive working relationships with company's customers and other Leaders will be a key aspect of this role.

- The role will require some overseas travel, particularly to customer locations and other centers.

Education:

- Bachelor's degree in a business, commercial or related discipline;

- A Masters degree or recognized MBA is preferred, but not mandatory.

Experience:

- At least 10 years senior level experience in a leadership role; - Proven work experience from a SSC or BPO environment including process engineering and integration;

- Well organized, with an ability to be both hands-on as well as a strategic thinker.

Certification Requirements:

- Recognized relevant industry qualification such as Prince2 (Project Management), PMP, Six Sigma