The GBS India Lead is responsible for managing and ensuring delivery of high-quality services. Responsible for continuously optimizing processes and workflows, with a focus on automation. Hire, train and develop the required staff and deploy strategies to manage retention. Design and deliver the shared services vision in alignment with Avient’s overall global business services vision

Service Delivery

• Ensures the timely and accurate processing of transactions within the SSC.
• Defines efficient service levels with customers and delivers accordingly.
• Ensures adherence to internal guidelines.
• Ensures strict adherence to legal and regulatory requirements, with a focus on data security and compliance.
• Manages and mitigates risks associated with shared services operations.
• Establishes and monitors key performance indicators (KPIs) to track and improve shared services operations.
• Develops a specific management culture for Shared Services aimed at efficient delivery of services and customer orientation.

People Management

• Determines adequate staffing. Hires, motivates, and develops staff.
• Over time, works to develop the ratio of digital skills in the SSC.
• Develops strategies for fostering a positive workplace culture, enhancing employee engagement, and nurturing talent within the SSC.
• Assist with recruiting and attracting an adequate leadership team and employees. Trains and develops relevant expertise.
• Proactively promotes job rotations into the SSC and into other Avient functions.
• Rolls out retention drivers and manages attrition, including rewards and recognitions.

Process Improvement

• Evaluates and integrates emerging technologies to enhance operational efficiency and effectiveness.
• Implements and maintains a state-of-the-art standardized process landscape with adequate technology.
• Ensures continuous operational excellence through process and efficiency improvements.
• Identifies performance gaps, conducts root cause analyses, and initiates corrective measures.
• Works with GPOs on the creation and maintenance of process knowledge documentation (Standard Operating Procedures, Work Instructions).
• Development of Shared Services/Avient Global Business Services
• Broadens and deepens SSC service scope to offer additional efficiency improvements to the company.
• Captures learnings and best practices from other Centers to enable performance improvements and drive consistency in service delivery.
• Supports other regions with the implementation and sharing of best practices.
• Together with the GPOs, develops process experts on the processes covered by SSC.
• Leads and manages change initiatives, ensuring smooth transitions and minimal disruptions during process changes.

Stakeholder Management

• Implements a systematic process for collecting, analyzing, and acting upon customer feedback to drive continuous improvement.
• Guarantees customer satisfaction (Service Functions, Corporate Center, and regions/countries served
• As relevant, builds joint objectives with customers to contribute to their strategic/annual objectives.
• Liaises with internal & external auditors, policymakers, process contributors.
• Provides effective governance and performance reviews.

Cost Management

• Manages the budget effectively, optimizing operational costs while maintaining quality and service levels.

Other duties and projects as assigned.

Education and Experience

• Master’s degree in business administration or equivalent technical degree
• Experience in managing service functions, ideally small to medium scale delivery organization in SSC/ BPO industry
• Strong people management experience. Extensive project management experience.
• Knowledge SAP ERP/ WINS, Lean Sigma Education
• Experience in automation and digitization
• Experience in management across cultures
• Excellent business acumen and integrated understanding of business processes

Additional Qualifications

• Excellent communication skills
• Self starter with service and customer orientation
• Strong leadership skills and team player
• Flexible work style and ability to work under pressure
• Adaptable to learning new processes, concepts and skills

Competencies

• Each position at Avient focuses on eight Core Competencies as a Leader of Self.
• Additionally, management positions focus on Leadership Competencies as a Leader of Others and/or a Leader of the Business.
• These competencies are designed to drive behavior that will ultimately help our associates excel at their current roles, while supporting individual and career development