The Global L&D Operations Shared Services Senior Director is a significant strategic and operational leadership role within the Global L&D function that will enable us to continue enhancing shared services delivery at scale to our rapidly growing business. This person will oversee the expansion of the L&D Shared Services roadmap within BCG; working with multiple business units and countries to facilitate the centralization and transition of key L&D processes to shared services and running the related operations. This is a pivotal leadership role requiring a visionary thinker who can operationalize strategy and inspire high-performing teams to achieve exceptional results.

This role has direct responsibility for L&D Shared Services Operations performed in Global Services New Delhi and will have strong collaboration and working relationships with our other operations shared services teams in Costa Rica, and potentially Lisbon in the future.

This role will help shape the future success of this team ensuring we put our learner experience at the heart of how we shape our processes of the future.

• Shared Services Expansion: Drive innovation in service delivery models to enhance scalability, efficiency, and learner experience at a global scale
• Continuous Improvement and Quality Assurance: Review, design and define processes and recommended measures for continuous improvement in internal controls and optimized business processes;
• Measuring and Reporting: Develop, manage and implement KPIs (Key Performance Indicators) and KRIs (Key Risk Indicators) for our three shared services hubs. Provide visibility to cross-functional leaders on the service levels and efficiencies attained;
• People Management: Build, manage and develop a strong, engaged & high performing team, multiskilled in all aspects of L&D operations support and fostering collaboration across cultures and geographies; Comprehensively represent L&D’s New Delhi hub including smaller L&D sub teams of other L&D functions.
• Collaboration: Develop and maintain effective business partnerships and a strong network of key global stakeholders, as well as a partnership with broader Functional Shared Services teams, Operations and IT to continuously optimize the shared services delivery and leadership model.
• Technology: Leverage state of the art technology to streamline operations and enhance learner experiences

Multiple functions within BCG have teams based in our Delhi and NXC Hubs. This role will be expected to collaborate and strengthen relationships with leaders of cross-functional teams and businesses as needed.

We already have a strong foundation; we are now looking to expand and continue to improve and achieve the highest level of effectiveness and efficiency across the function and business. This is critical to support our business, which is growing fast and diversifying significantly. As part of the roadmap, we expect to move more activities into Global Services Delhi, Nexus Costa Rica and other Hubs. Consequently, other key aspects of the role will be to:

• Collaborate and join forces with the Global L&D Operations and Delivery Senior Director who is driving the overall centralization of front end and back end processes for L&D
• Work alongside other L&D Leaders across the world to identify activities which can be delivered from the Hubs
• Drive harmonization of processes & controls and implementation of best practices across the BCG business
• Support related cost/benefit analysis and implementation planning and execution – including defining KPIs, Service Delivery levels, Staffing Requirements, and Onboarding and Training Plans
• Transfer activities with minimum disruption and maximum service
• Additionally, this role will also be a key member of the GS Delhi office leadership team. In this capacity the job holder is expected to contribute to the overall employee value proposition, attraction, retention, affiliation, safety and security of GSD employees.

• Bachelor’s Degree in Business, Human Resources, Organization Development or other related field is required; advanced degree preferred
• A minimum of 15+ years of work experience with progressively increasing levels of responsibility, preferably within a global professional services firm and with a minimum of 10 years managing teams and growing and developing others
• Experience leading and delivering operational capabilities in a shared services environment within a global organization; driving output and getting things done
• Experience working with Workday, ServiceNow and SABA
• Ability to perform successfully in a fast-paced, intellectually intense, service-oriented and matrix-structured environment and to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG’s values and culture
• Excellent relationship-building skills and a passion for helping others to develop
• Maturity and seasoning that engenders respect and trust from others; good judgment, professionalism, strong interpersonal skills, and a collaborative style
• High integrity, tact, a positive attitude, and an ability to maintain absolute confidentiality
• Proven analytical capabilities; a quick study; a bright executive with a can-do attitude, a creative solution seeker and a readiness to try new approaches; decisive, pragmatic, and reason-minded
• Proven experience in working in a multi-national, cross-geographic environment. You must possess strong intercultural skills, including the ability to adapt to cultural differences and communicate effectively in a multinational environment.
• Comfortable in both working in detail and understanding the big picture; able to consider the ramifications of decisions on various constituencies
• Strong change management skills and results-oriented approach
• Excellent communication skills and poise; cross cultural understanding, fluent in English