The Global Service Owner (GSO) is a function-owned role responsible for driving HR functional standardization and discipline into Global Business Services (GBS). The Global Service Owner plays a critical role in aligning functional and GBS agendas, ensuring GBS delivers on functional priorities, and enabling the utilization of GBS services to the function. The leader also drives mutual accountability between GBS and functions, identifies and addresses opportunities, aligns stakeholders on functional priorities, and drives solutions. The role will act as the primary point of functional accountability for GBS. The role will report to Lola Fawole, VP HR Operations and Org Effectiveness, with a dotted line to GBS leadership.

• Generate Strategic Alignment: Align functional and GBS agendas to support business objectives and strategies
• Act as Single Point of Accountability: Act as the single point of GBS accountability for functions, owning outcomes and results and driving GBS and functional governance. Participate in the GBS Governance cycle.
• Identify GBS scoped functional and GBS Improvements: Identify, prioritize, and implement GBS and functional improvement opportunities to enhance operational efficiencies in partnership with Global Delivery Leaders, Process Improvement, Data, Analytics & Automation teams.
• Lead Expertise Teams: Form, manage, and lead Expertise Teams if needed. Define and manage a clear team structure and allocate resources efficiently.
• Coach and Develop Talent: Provide in-market Expertise Team talent development and coaching to build a high-performing workforce with the skillets to advancement.
• Manage Senior Relationships: Directly oversee Expertise work transitioned into GBS, and interface with senior teams to ensure satisfactory execution.
• Integrate GBS Services: Advocates and enable for the Functional teams to leverage GBS and ensure seamless integration of services.
• Monitor Service Quality: Apply standards to Expertise work within GBS to maintain consistency / quality and meet key performance indicators and service level agreements
• Action Process Enhancement: Partner with Process Improvement Team to define and optimize standard processes.Act as a product owner and senior leader to drive process improvements and performance excellence across functional and GBS areas.
• Participate in functional and GBS Leadership teams as required.

• Bachelor’s Degree in a functionally relevant field; advanced degree preferred
• 10-15 years of experience in a cross-functional leadership role, preferably with experience in GBS or Shared Service type environments
• Experience leading a multi-location, global team
• Experience identifying and prioritizing cross functional improvement opportunities, aligning cross-functional stakeholders, and driving solutioning
• Strong understanding of Process optimization, performance metrics, and project management
• Exceptional communication and interpersonal skills to collaborate with cross-functional teams
• Ability to guide and influence others, strong leadership of non-direct reports to achieve common objectives in different culture
• Strong analytical decision making and direction setting
• Proficiency in change management
• Strategic thinking and a clear vision for aligning functional and GBS goals
• Strong leadership and team management capabilities, with a focus on talent development
• Knowledge of GBS principles and expertise in transition management
• Ability to translate strategy into actionable information
• Flexible and able to manage concurrent priorities
• Strong problem-solving skills