The GBS mission is to contribute to CHC simplification by developing and implementing a new operating model to execute processes across multiple functions such as Finance & Accounting, Procurement, Manufacturing & Supply, Science, People & Culture, etc. GBS aims to deliver efficiency by leveraging best in class methodologies and strategically contributing to CHC simplification, while driving mindset and cultural changes.

This Leadership role works collaboratively with the functional stakeholders to address issues, drive solutions to improve overall efficiency and customer experience for activities performed at the Hub location.

The role is overall, accountable for leading the delivery of a responsive, agile and cost-effective global business services team to effectively support the of needs both back and front office functions and continuously working to improve the associated process KPIs.

• Championing a positive customer experience by continuously enhancing the services by addressing feedback and concerns
• Identify issue and low performing areas and lead or actively participate in cross functional teams to resolve problems and improve processes.
• Establishing and maintaining a performance scorecard that outlines the operating levels for the GBS with specific KPIs and associated thresholds for performance along with established actions to occur where performance falls below targeted levels.
• Performance and relationship management of the GBS supplier.
• Working collaboratively with business units to establish and ensure service level agreements, ongoing process improvement and efficiencies are created.
• Standardization and simplification of policies, procedures and control mechanisms and integrate.
• Review of existing tools on documentation and information management to ensure quality end to end processes with the required checks and balances.
• Proposal and implementation of improvement initiatives such as lean, robotics and digital enablement.
• Improvement of GBS presence throughout internal communication channels.
• Creation and leadership of a GBS Steering committee with members of all key stakeholders to drive communication and input for improvement actions and longer-term strategies.
• Working collaboratively with internal departments to facilitate implementation of initiatives, system enhancement, programmes and policies and develop integrated solutions that creates value to the business.
• Driving process improvement that achieves the best possible business outcomes and compliance with the necessary internal controls.
• Establish service pledge performance, standards and reporting measures (e.g., SLA and KPI), contract performance enforcement.
• Present to stakeholders and report on progress as well as problems and solutions.

Foster a GBS Culture

• People management/ leadership of team including succession planning, coaching, developing talent and creating a strong employee culture
• Drive continuous improvements, service delivery excellence & and innovation

Experience:

• Degree holder plus at least 10 years of experience with focus on shared services type and service delivery to a larger organization
• Postgraduate/MBA in any discipline with advance Computer skills is a plus
• Project Management or Business methodology accreditation e.g., Lean/Six Sigma Black/Green Belt preferable

Technical skills:

• Proven experience initiating process improvements, developing new standards and influencing stakeholders to adopt new requirements
• Analytics experience along with strong business skills relating to problem resolution
• High level of Interpersonal/communication skills with an ability to communicate and present on different levels in the organization
• Effective business partnering and customer relations management
• Effective collaboration skills with peers, stakeholders and partners across the organization
• Strong project leadership and management skills
• Strong relationship management.
• Strong problem-solving skills. Need to look at requests / problems and recommend solutions to ensure transition is delivered on time & on budget
• Strategic thinking and prioritizing capacity
• High capacity and willingness to learn about multiple disciplines
• Fluency in English mandatory / French and other European languages are a plus

Languages: English