As the Global Business Services (GBS) Center Regional Ops Lead located in São Paulo, you will play a critical role in driving operational excellence and business support services within the LatAm region. You will be responsible for overseeing and optimizing the delivery of shared services to internal and external stakeholders, ensuring efficiency, quality, and compliance with global standards. This position requires a strategic leader with a strong background in GBS, exceptional communication skills, and the ability to collaborate effectively across functions and geographies.

GBS Strategy and Planning:

• Develop and execute the regional GBS strategy in alignment with the global GBS strategy and business objectives.
• Identify opportunities for continuous improvement (process, cost & service) and innovation within GBS processes.

Operational Leadership:

• Lead a team of GBS professionals, providing guidance, mentoring, and support to achieve performance targets.
• GBS point of contact for operations matter for the region
• Ensure efficient and effective service delivery of the region, adhering to SLAs and KPIs
• Drive process optimization and automation initiatives to enhance operational efficiency.

Leadership

• Build and lead a high-performing GBS team (remotely/onsite), fostering a culture of collaboration and accountability.
• Provide mentorship, coaching, and professional development opportunities for team members.

Process Excellence:

• Implement best practices and continuous improvement initiatives to enhance operational efficiency and service quality.
• Ensure compliance with relevant regulations and industry standards.

Stakeholder Engagement:

• Collaborate with key stakeholders across business units to understand their needs and provide tailored GBS solutions.
• Build strong relationships with internal and external clients to drive customer satisfaction.
• Collaborate with regional business leaders and functional heads to understand their needs and align GBS services accordingly.
• Act as the primary point of contact for regional stakeholders and ensure their satisfaction with GBS services.

Performance Metrics:

• Align to global operations, define (when necessary), and track KPIs to measure GBS performance and regularly report on key metrics to senior management.
• Take proactive measures to address any performance gaps and drive improvements.
• Conduct monthly business review with stakeholders

Change Management:

• Drive change management initiatives within GBS and support organizational change efforts across the region.

Compliance and Risk Management:

• Ensure compliance with regional and global regulations, policies, and procedures.
• Implement risk mitigation strategies and maintain a robust control environment.

• Bachelor’s degree in Business Administration, IT, Finance, or a related field. MBA or relevant advanced degree preferred.
• Proven experience in leading shared services or GBS functions, ideally with 6+ years of experience in a similar role.
• Strong leadership and people management skills, with the ability to motivate and develop teams.
• Excellent communication and stakeholder management skills.
• Strategic thinker with a track record of driving process improvement and automation.
• Strong analytical and problem-solving skills.
• Knowledge of regional business practices and regulations is a plus.
• Fluency in English, and Portuguese language