Purpose & Overall Relevance for the Organisation:
The GBS Operations Director D2C will be accountable for leading the operational delivery of the D2C business process operated by GBS and will act as a single point of contact in the GBS Center for regional stakeholders and for the corresponding end-to-end process owner, driving alignment and consistency across the process across all markets which he or she serves.
Key Responsibilities:
Drive operational delivery of the end-to-end process, managing PEX budget for operational teams in own area, acting as a SPOC for the end-to-end process owner, and creating alignment and consistency across process and across markets Build the appropriate structure to be able to manage the respective organization effectively, identify and develop future talents and create realistic succession scenarios for key positions Continuously monitor and evaluate team workload and organizational efficiency with the support of IT-systems, data and analysis and team feedback, and make appropriate changes in order to meet business needs Manage the Teams responsible for eCommerce Finance and Retail Finance Operations Support Continuous improvement intiatives Manage people and process changes Manage recruitment, coaching and performance management of direct reports and Team Leaders Ensure that sufficient structure and resources are in place Drive reactive customer issue resolution highest level of escalation path for business customer (S level, M1) Drive governance and compliance of the services provided against GBS frameworks, as well as ensuring compliance to local data privacy, security and internal controls regulations for the markets served Support and provide appropriate challenge to the SLA definition and agreement process and drive achievement of SLAs Support proactive continuous improvement activities (driven by Process Owner and Delivery Excellence teams) Ensure proper delivery against all local and global KPI s.
Key Relationships:
Customers of process (functional teams in markets, for reactive responsive / escalation, typically at S level or M1) GBS PMO GBS Ops Delivery Excellence teams
Knowledge, Skills and Abilities
:
Comprehensive understanding of the E2E-processes for O2C / D2C (eCommerce and Retail Finance within O2C / DTC process) operated by GBS, including the systems used to support it Excellent communication, people management and change management skills as well as ability to manage relationships professionally Complete familiarity with Microsoft Office tools Excellent English language proficiency Experience of leading culturally diverse teams Ability to provide a clear framework for performance to direct reports and to the wider team Ability to coach, guide and manage diverse teams Ability to work in a fast paced environment with different international cultures Fluent English (verbal and written), Strong MS-Office skills (Word, Excel, PowerPoint)
Requisite Education and Experience / Minimum Qualifications:
Four-year college or university degree with focus on Business Administration, or related areas, or equivalent combination of education and experience Minimum of 10+ years of progressive work experience in the operational delivery of these services, ideally in a shared servie center, with leadership experience of an organisation of similar scale and complexity of services