Head - Global Shared Services

Role Summary:

Responsible for establishing and leading the Global Shared Services function in India, supporting Finance, Human Resources, Marketing and other corporate functions.

The role will build a scalable operating model, lead global process transitions, establish governance and service standards, and drive standardization, automation, efficiency and high-quality service delivery.

The role will partner with global functional leaders and senior stakeholders to build a high performing and scalable GSS organization.

GSS Set-up & Operating Model:

- Establish and scale the India Global Shared Services Centre across Finance, HR, Marketing and other corporate functions.

- Define the operating model, scope, governance, organization structure and service delivery framework.

Transition & Process Migration:

- Lead transition of processes from global/offshore locations, ensuring effective knowledge transfer, stabilization and business continuity.

- Identify opportunities for centralization, standardization and consolidation.

Service Delivery & Governance:

- Establish SLAs, KPIs, controls and governance mechanisms to ensure consistent, high-quality service delivery.

- Monitor performance, productivity, quality, capacity and stakeholder satisfaction.

Process Improvement & Automation:

- Drive process standardization, continuous improvement, cost optimization and automation across functions.

- Leverage technology and digital solutions to improve efficiency and scalability.

Stakeholder Management:

- Partner with global functional leaders and senior stakeholders to align GSS services with business requirements.

- Ensure buy-in of structure build-out during transition and final execution stage.

- Act as the key interface between the India GSS and global teams.

People & Organization:

- Build and lead a high-performing, scalable GSS organization through effective hiring, capability building, performance management and succession planning.

- Foster a culture of service excellence, accountability and continuous improvement.

Key Skills Required:

- Global Shared Services / GCC leadership, multi-functional operating model design, transition and transformation management, process standardization, SLA/KPI, governance, global stakeholder management, automation and digital transformation, risk and controls, organization and talent leadership, cost optimization, strategic decision-making, and strong communication and influencing skills.

- Experience in SAGE 200 and Navision preferred.

KPIs:

- GSS transition milestones and successful process migration, SLA adherence, service delivery quality, process accuracy, productivity and cost per FTE, process standardization and documentation, automation and digitalization adoption, transition stabilization, stakeholder satisfaction, control and audit compliance, continuous improvement / cost-saving initiatives, employee retention and team capability, and overall GSS scalability and service maturity.

Measures of Success for GCC:

- Process transition and stabilization, SLA compliance, productivity and cost efficiency, automation and standardization, service quality, stakeholder satisfaction, and continuous improvement / cost savings.