GBS – Partner Management - AMEA

Role Description:

• Effective Operational Governance & optimization of the service delivery/quality across GBS towers (RTR, PTP, OTC, HTR) – provided by a mix of inhouse / outsourced workforce – across the AMEA region.

Responsibilities:

• As an instrumental part of the Regional GBS support to the BUs in the region, this position will
• Act as intermediary between GBS Delivery teams & BUs to oversee operational governance and feedback loops
• Identify and lead CI / productivity opportunities in RTR, PTP and OTC processes conducted out of GBS, with inputs gathered from the GBS operations team and/ or onshore Finance teams in Business Units (BUs)
• Leverage best practice and globalized standards from across GBS teams for the AMEA GBS Delivery teams
• Lead GBS related strategic Change Management/ communications BUs
• As the onshore focal for GBS operations/ service delivery quality, this position will support the RDP as:
• Custodian of the regional GBS reporting and deliverables calendar/ cadence
• Work with the GBS teams and BUs to ensure major operations escalations / month-end issues are resolved timely
• Oversight of GBS performance metrics (regional metrics and global 3*3 metrics)
• Regional SOX Focal point across RTR, PTP and OTC processes conducted out from GBS. This includes the scrub / review of the GBS controls documentation, as well as coordinating completion of testing.
• Governance of contract with the BPO Service Provider. This includes Roles & Responsibilities/ Service Level Agreement (SLAs)/ Volume & Resource Capacity/ Change Orders / Monthly Invoicing / IT access requests

Coordinations

• Stakeholders that this position will need to work closely with include:
• Onshore Financial Controlling and Procurement teams at the BU, Regional and Global levels
• IT teams at the Regional and Global levels
• Global RTR, STP/PTP and OTC Process Leads
• All GBS Delivery teams supporting AMEA – captive and outsourced
• Global and Regional Internal Controls team
• External statutory auditors and our client internal auditors

Requirements:

• Bachelor’s degree and 10-15 years of experience in a related field, preferably 5+ years in shared services domains
• Experience interacting/ overseeing outsourced operations teams
• Working operational knowledge of one or more GBS functional domains (RTR, PTP, OTC in particular)
• Proven hands-on experience on implementation of CI / productivity initiatives
• Active experience of working across globally matrixed organizational constructs
• Strong interpersonal and communications skills (both written and verbal) across levels of the organization
• Good project management skills and ability to influence change. Experience presenting results to an executive team
• Strong analytical and problem-solving skills – effectively evaluates information/data to make decisions; able to pin-point and resolve problems at the source; anticipates obstacles and develops plans to resolve
• Motivated Self-starter; able to deal with ambiguities and requires minimal direction to accomplish goals and problem-solve
• Ability to lead and operate across multiple time zones and geographies