The Global Support Center Lead will be responsible for the planning, design, approval, implementation, and operation of a new service delivery frameworks. The role includes the establishment and operation of a new shared services design to implement and improve the delivery of services. The Global Support Center Lead will be responsible for embedding a culture of continuous improvement and implementing strategies to measure service performance across all stages of the process life-cycle.

1) Crafting the Global Support Center Vision:

• Create and execute a clear strategy for the Global Support Center activities that delivers high quality and effective services to all internal customers.
• Provide leadership and management of the Support Center functions.
• Provide cross-functional assistance and strategic leadership to overall master data strategy.
• Set long-term strategic direction for the administrative functions, anticipate key trends, opportunities and vulnerabilities and position functional support to ensure that infrastructure and systems are stable and supports the demands of current and future growth.
• Direct the overall performance of services and ensure accountabilities for the quality integrity and accuracy of the services provided.

2) Meeting the Expectations of Key Business Stakeholders

• Drive effective budgeting, business planning, and program evaluation frameworks to optimize the delivery of the Global Support Center programs and services
• Provide key data and information (MIS) for the senior leadership team to make complex organizational and strategic decisions based on the right analysis, synthesis, and interpretation of data and trends.

3) Providing Effective Governance

• A Global Support Center Lead (and their appropriate team members) must ensure that there are suitable governance practices in place to protect the business. Ranging from ensuring legal and regulatory compliance all the way to robust business continuity planning and management.

4) Ensuring the Effectiveness of Day-to-Day Operations

• Lead and manage all services by ensuring robust contract frameworks are established and systematically reviewed.
• Develop and maintain metrics for the teams to monitor and promote continuous improvements in efficiency and quality of customer service.
• Collaborate across the globe for regular feedback and needs.
• Monitoring progress against plan aligned to the SLA’s.
• Drive the implementation of feedback systems to drive service excellence.

5) Leading and Managing People

• Lead and manage the team and responsible for employee recruitment and retention.
• Develop an annual work plan that specifies staff accountabilities, key performance indicators and expected outcomes of success.
• Responsible for assembling project plans and teamwork assignments, directing and monitoring work efforts of the team.
• Optimize operational excellence of the team by managing process improvement within the team.

6) Excellence & Change Management

• Achieve a culture of innovation, continuous improvement and excellence in customer service, performance, and safety across a diverse portfolio of activities and services, and a substantial and diverse workforce.
• Design and implement process and change interventions that integrate strategy, technology, and people to enable process improvements that create value for clients.

7) Providing Effective Financial Stewardship and Demonstrating Value Creation

• The Global Support Center Lead does have some form of budgetary responsibility.

• 15+ years’ experience of managing and leading the provision of a support service in a large organization with at least 5 years of which is in a senior leadership capacity.
• Proven experience in leading an operational transformation program and high-performance service and culture change.
• Proven experience in establishing and managing a shared service center function with international stakeholders.
• Proven experience in creating strategic plans aligned with high-level organizational goals; and leading the achievement of strategic goals and objectives through the delivery of high-quality customer focused service.
• Ability to analyze complex issues to come up with new solutions.
• Highly resilient and able to cope with setbacks, stress, uncertainty and re-starts.
• Direct experience and involvement of digital transformation in one or more organizations an asset.

Educational Qualification/ Experience/Work Background

• Bachelors Degree
• Proven People Management and Team Leadership skills
• Strong communication and organizational skills
• Direct experience in creating business change using enabling technologies
• Experience establishing and maintaining client relationships
• Good knowledge of the strengths and pitfalls of virtual collaboration and training platforms such as Zoom, Webex Training, Blue Jeans, etc.
• Ability to spearhead multiple projects and teams in a fast-paced, deadline-driven environment
• Ability to span boundaries gain consensus and work effectively across geographies and cross-functional teams