We are seeking a visionary Service and Process Excellence Lead to formulate and execute the strategic roadmap for a high-performing Shared Services function. This role will involve leading cross-functional initiatives to enhance service delivery, drive process optimization, implement automation, and establish performance frameworks aligned with organizational objectives.

Strategic Leadership

• Develop and execute a comprehensive strategy for process and service excellence across the Shared Services function, aligned with the organization’s strategic goals.
• Act as a strategic advisor to senior leadership on shared services transformation, including operating model design and scalability.
• Drive the development of a future-ready Shared Services vision, integrating innovation and best practices.

Service Excellence

• Lead the design and implementation of service delivery frameworks to ensure operational consistency and high-quality outcomes.
• Develop and oversee customer-centric strategies to enhance service workflows and elevate stakeholder satisfaction.
• Establish governance structures to ensure accountability and alignment across service delivery teams.

Process Excellence

• Drive enterprise-wide process optimization initiatives to improve operational efficiency and enable scalability.
• Leverage methodologies such as Six Sigma and Lean to address systemic inefficiencies and foster continuous improvement.
• Champion the adoption of best practices across shared services, ensuring alignment with strategic objectives.

Process Automation

• Lead the identification, selection, and implementation of automation solutions, including Robotic Process Automation (RPA) and advanced technologies, to enhance operational agility.
• Collaborate with IT and functional teams to integrate automation seamlessly into business processes.
• Evaluate emerging technologies to identify opportunities for innovation and efficiency.

Performance Management

• Define and implement a robust performance management framework to track and optimize the effectiveness of shared services operations.
• Develop and monitor Key Performance Indicators (KPIs) to drive transparency and accountability.
• Provide strategic insights to senior leadership through comprehensive performance reporting and data analysis.

Team Leadership

• Build, mentor, and lead a team of service and process excellence professionals, fostering a culture of innovation and continuous improvement.
• Ensure effective resource allocation to meet strategic and operational objectives.
• Promote knowledge sharing and collaboration across teams to drive synergy and success.

• Minimum 10 years of experience in process improvement, service excellence, and shared services transformation.
• 5+ years leading large-scale process optimization initiatives and 2+ years managing high-performing teams.
• Expertise in Shared Services/Global Business Services (GBS) strategy development, operating model design, and implementation.
• Proven track record in driving process transformation across multiple functions, such as HR, Finance, and Procurement.
• Strong automation expertise, including the deployment of tools like RPA and other advanced technologies.
• Demonstrated success in developing and monitoring KPIs to drive strategic outcomes.
• Exceptional stakeholder management skills, with experience influencing and collaborating with senior executives.
• Proficiency in business case development, benefits realization, and change management.