Senior Manager Global Business Services (GBS)
The GBS Senior Manager will be responsible to identify and integrate new processes into the shared service scope, leading the transition projects, supporting the cross-
functional business units by identifying their operational needs, analyzing resources, costs, and forecasts and incorporating them into business plans.
He / She will champion and drive support for business plans and priorities, translating business strategy into actionable business requirements, in collaboration with the business / support units in obtaining and distributing resources, setting standards and measuring progress, anticipating and removing obstacles that impact performance, addressing performance gaps and implementing contingency plans accordingly.
This role should drive greater efficiencies and cost savings while enhancing customer service to the internal stakeholders.
This person will serve as a subject-matter expert and trusted source to the executive leadership team with regards to process improvements, quality control and designing training programs for the teams to enable the delivery of a high level of customer service in accordance with agreed service level agreements.
The person will be responsible for fostering an environment that focuses on continuous improvement. The GBS Senior Manager will report to the APAC Regional CEO.
He / she will be responsible for operational efficiencies of functional areas without direct reports.
On this position, responsibilities will include :
Lead the establishment and development of the Global Business Services team in Manila, The Philippines, building an effective partnership with cross-
functional / support functions (financial & management accounting, HR, Marketing, IT and Customer Service).
Lead and project manage the end-to-end transition plan of work into the Global Business Services.
Analyze the activities scheduled for transition and report the outlines and details out to management.
Map the resource planning associated with activities in terms of volumes, effort, frequency.
Drive change and continuous improvement in the Global Business Services teams, including standardization of processes and practices across business units, development of an effective performance culture and implementation systems.
Collaborate and work with other Services Centers within the Crown Worldwide Group in order to drive and implement a one Shared Services strategy.
Provide processes oversight and support to the businesses to enable them to comply with relevant policies and to meet internal reporting requirements in a timely and compliant manner.
Develop and monitor service level agreements (SLAs) and key performance indicators (KPIs) that align with shared services objectives.
Work with and communicate with key stakeholders and customers to develop relationships and find ways to improve service.
Develop working knowledge of all technologies used by shared services; engage with IT to optimize use of technology.
Create and execute roadmap that includes process optimizations and integration of new processes into model.
Measurement of performance
Drive efficiencies and cost savings while enhancing customer service
Compliance with Group guidelines
Support and contribution to the business and support functions
Improved Employee engagement scores for the Global Business Services team
10+ years of general professional experience in the area of finance and accounting services including at least 5 years of managerial experience in BPO and SSC.
University degree preferably in finance / economics / MBA.
Ability to define processes, perform gap analyses, and design and implement process improvement solutions to meet established organization performance goals.
Ability to establish KPIs and SLAs for a service-centric organization.
Working knowledge of finance / accounting processes (e.g. accounts payable, payroll, budgeting, cost management, etc.).
Comfort working with service center technologies (case management, chatbot, knowledge bases).
Detailed-oriented, excellent analytical skills and precise.
Time management ability to focus and get things done and know what business critical is.
Ability to problem solve in complex situations, dealing with conflicting priorities and ambiguity.
Strong people management and leadership skills.
Can act as an advisor or subject matter expert.
Ability to communicate at all levels and develop trusted relationships with key stakeholders.
Diligent - Strong work ethic; high level of personal and professional integrity and confidentiality.
Advanced MS Office skills.
Excellent English knowledge (a must).
Proven experience in multi-cultural team management (50+ FTE).