About our client:

Our Client operates in the Packaged Foods Industry, with its headquarters rooted strongly in the United States. It has its branches spread to more than 180 countries. They fall under the Fortune 500 Companies. Their core business is manufacturing and selling a broad range of convenience foods. It also is a well passed down legacy business, making a mark through history.

Role Description: Effective Operational Governance & optimization of the service delivery/quality across GBS towers (RTR, PTP, OTC, HTR) – provided by a mix of inhouse / outsourced workforce – across the AMEA region.

• As an instrumental part of the Regional GBS support to the BUs in the region, this position will
• Act as intermediary between GBS Delivery teams & BUs to oversee operational governance and feedback loops
• Identify and lead CI / productivity opportunities in RTR, PTP and OTC processes conducted out of GBS, with inputs gathered from the GBS operations team and/ or onshore Finance teams in Business Units (BUs)
• Leverage best practice and globalized standards from across GBS teams for the AMEA GBS Delivery teams
• Lead GBS related strategic Change Management/ communications BUs
• As the onshore focal for GBS operations/ service delivery quality, this position will support the RDP as:
• Custodian of the regional GBS reporting and deliverables calendar/ cadence
• Work with the GBS teams and BUs to ensure major operations escalations / month-end issues are resolved timely
• Oversight of GBS performance metrics (regional metrics and global 3*3 metrics)
• Regional SOX Focal point across RTR, PTP and OTC processes conducted out from GBS. This includes the scrub / review of the GBS controls documentation, as well as coordinating completion of testing.
• Governance of contract with the BPO Service Provider. This includes Roles & Responsibilities/ Service Level Agreement (SLAs)/ Volume & Resource Capacity/ Change Orders / Monthly Invoicing / IT access requests

Coordinations

• Stakeholders that this position will need to work closely with include:
• Onshore Financial Controlling and Procurement teams at the BU, Regional and Global levels
• IT teams at the Regional and Global levels
• Global RTR, STP/PTP and OTC Process Leads
• All GBS Delivery teams supporting AMEA – captive and outsourced
• Global and Regional Internal Controls team
• External statutory auditors and our client internal auditors

• Bachelor’s degree and 10-15 years of experience in a related field, preferably 5+ years in shared services domains
• Experience interacting/ overseeing outsourced operations teams
• Working operational knowledge of one or more GBS functional domains (RTR, PTP, OTC in particular)
• Proven hands-on experience on implementation of CI / productivity initiatives
• Active experience of working across globally matrixed organizational constructs
• Strong interpersonal and communications skills (both written and verbal) across levels of the organization
• Good project management skills and ability to influence change. Experience presenting results to an executive team
• Strong analytical and problem-solving skills – effectively evaluates information/data to make decisions; able to pin-point and resolve problems at the source; anticipates obstacles and develops plans to resolve
• Motivated Self-starter; able to deal with ambiguities and requires minimal direction to accomplish goals and problem-solve
• Ability to lead and operate across multiple time zones and geographies