We are in search of a visionary Director of GBS Operations Performance Management. This role is crucial for driving strategic initiatives that enhance the performance and compliance of our GBS functions.

• Partner with GBS Excellence team to design and continuously improve GBS Performance Management standards
• Lead the implementation of consistent performance management routines across all GBS Service Delivery towers
• Drive continuous improvement into GBS’ Service Delivery Strategy (Locations, Build/Buy, etc.)
• Partner with GBS Service Delivery teams to drive operational excellence across GBS operations including end to end processes, CoE and Shared Services models
• Support cross-functional teams in their efforts to improve performance management practices by offering expertise on data collection, analysis, and reporting methods.
• Ensure appropriate SLAs, KPIs, and performance metrics are in place for all existing and incoming GBS Services to drive accountability and continuous improvement
• Collaborate with stakeholders across different departments to ensure alignment on objectives, strategies, and tactics related to improving performance management processes
• Act as a key stakeholder in GBS transformation projects, promoting innovation and best practices
• Negotiate and manage high-value contracts, optimizing cost and service delivery
• Ensure all GBS Suppliers follow GBS’ Performance Management processes and practices
• Provide executive-level reporting and insights to inform strategic decisions and investments
• Ensure compliance with relevant laws, regulations, and industry standards when designing or modifying performance management systems, mitigating risk across operations

• A minimum of a bachelor’s degree in Business, Finance, or related field; an MBA or equivalent is strongly preferred
• Over 7 years of leadership experience in GBS or shared services operations, with a proven track record of driving performance
• Advanced technological proficiency, particularly in digital transformation and automation
• Analytical Skills: Ability to analyze data and metrics to assess performance and identify areas of improvement
• Process Improvement: Experience with identifying inefficiencies and implementing process enhancements
• Leadership: Strong leadership skills to mentor and guide teams towards achieving operational excellence
• Communication: Excellent verbal and written communication skills for reporting to stakeholders and leading team discussions
• Project Management: Expertise in project and change management, with a history of achieving results in complex, cross-functional environments
• Strategic Thinking: Strategic and innovative thinker with the foresight to anticipate industry trends and adapt operations accordingly
• Risk Management: Knowledge of risk assessment and the ability to develop mitigation strategies
• Compliance: Familiarity with regulatory requirements and ensuring operations adhere to these standards
• Technology Savvy: Comfort with using and implementing technology solutions to improve operations
• Leadership: Inspirational leadership presence with the ability to engage and motivate a diverse team
• Integrity: Must possess high level of integrity & discretion due to exposure to confidential information during course of normal duties
• Organizational Savvy: Strong understanding of business operations, financial concepts, organizational structures, and change management methodologies