Reporting directly to the Senior Director, Global Business Services, the General Manager is responsible for the delivery of high-quality services to internal and external business partners served by the GBS service center. The incumbent plays a vital role in creating long-term healthy customer relationships, acting as the bridge between the internal and external business partners and the operational/service delivery center teams.

• Direct the overall operations of the GBS center to meet critical needs of the business. Responsible for ensuring quality service to customers (within established service level agreement (SLA) and budgets). Also responsible for ensuring operations are conducted in accordance with enterprise-wide standards, policies, and documented processes. Build strong working relationships with customers (business leaders in strategic business unit [SBU]/global functions) to understand functional needs and fulfillment through solutions development. Ensure the development/attainment of metrics – Aligned with key customer goals/objectives.
• Continuously improve the operational efficiency/effectiveness for the GBS center – Promoting the pursuit of common master data, standard processes/systems, measures/goals and maintaining/sharing the company’s best practices. Actively drive the evolution of a common service delivery infrastructure and operations for the shared services organization (includes harvesting, developing, and promoting best practices for service management [e.g., service catalogs, communications, governance, metrics, SLAs, reporting, etc.]).
• Partner with the Senior Director GBS, Vice President and Controller and the GBS Leadership team to develop strategic direction of the GBS center and achieve the vision/mission (includes strategic long-range plans and short/mid-term goals – Depending on stakeholder and global business requirements). Accountable for GBS center profit and loss (P/L). Serve as Chairman of the Board for the statutory entity – Design agenda, lead/presides over discussions on all Board of Directors (BOD) meetings – Ensuring that the BOD plays an active role in strategic review and meets requirements of its charter.
• Lead strategic planning for the GBS center (including appropriate consideration of future development possibilities). Leverage global information to benefit the business. Represent GBS organization – Dealing with outside organizations (including the financial markets, regulators, the media, governments, interest groups and the community). Maintain a consistent focus on opportunities to improve working capital levels. Ensure integrity of accounting/internal controls are satisfactorily maintained and properly documented. Interview, select, develop, and evaluate performance of staff. Responsible for career development of assigned team (includes career/succession planning, retention, and identification of top-performing/high-potential talent).
• Provide leadership, guidance, and training to managers/supervisors. Direct a training approach that allows for expansion of the team’s capabilities, cross-training, and business/functional knowledge (including human capital management strategies [e.g. culture/change management, communication, engagement, and motivating associates to meet high-performance goals]). Work with global/regional Information Technology (IT) Leadership to define/implement the GBS IT strategy. Create a physical/cultural work environment for all levels of staff that is motivating, safe and inclusive. Manage the design/implementation of business continuity plans (including disaster recovery operations [within the organization] – Eliminating or reducing business interruptions/financial impact).

Requirements:

• Bachelor´s degree in Administration, Finance, Accounting or related fields. A Master´s degree is desirable.
• 15 or more years of experience in Business/Finance in Shared Services environments.
• Previous experience in start up operations.
• Advanced English level (C1)
• Demonstrated ability to successfully manage a sizeable operation both in number of people and breadth of functions, as well as a very diverse group of skill sets and career aspirations
• International experience mandatory
• Experience in establishing a transformational agenda both in process and technology
• Must have experience managing staff on multiple projects simultaneously

Competencies:

• A visible/passionate leader – Internally focused on exceeding customer expectations
• Has the personal courage to recommend/make difficult decisions
• Able to analyze/grasp a situation quickly from different perspectives and create well-reasoned solutions
• Innately comfortable with complexity and ambiguity
• Interpersonal skills that establish/maintain excellent relationships and credibility quickly