Director of Global Excellence Centre Operations

6 days ago

Makati City, National Capital Region, Philippines Poutrix Full time
About the Role

We are seeking a highly experienced professional to lead our Global Excellence Centre (GEC) as a Service Director. The successful candidate will be responsible for driving excellence in GEC service delivery, positioning it as a centre of excellence, and supporting the implementation of our global strategy.

The ideal candidate will have significant experience in the service industry, ideally with experience globally and working to different standards and practices. They should possess excellent influencing and collaboration skills at a strategic level, as well as leadership at a detailed service level.

Main Responsibilities
  • Standardization & Automation of Service Delivery:
    • Develop and implement standard ways of working for the Service Line, including governance and assurance across the discipline using standardized processes and best practices.
    • Agree on the standard role for GEC within the service delivery, and influence the alignment of this across the global business with the GBA Service Director.
    • Own the standardized approaches in GEC, and lead continuous improvement.
    • Provide assurance to the business area that standards are being delivered, adopted, and complied with.
    • Identify, develop, and deploy automated solutions to repeatable processes which improve efficiency and lower our cost of delivery for Service Line.
    • Contribute to continued development and deployment of service-based digital tools.
    • Drive best practices and knowledge to enhance the adoption of digital tools and products within BA's.
  • Quality / Service Excellence:
    • Support the Service Transition Director migrating prioritized activities from country to GEC.
    • Develop service delivery plan, setting high standards of service quality, leading to improved client (and GBA partners) satisfaction.
    • Drive the discipline into using optimized ways of working.
    • Provide and stimulate Service Leadership in projects with a strong focus on Quality, Assurance & compliance.
    • Understand GEC service delivery, as outlined by designated roles in Global Procedures, and help ensure that the planning of GEC project contributions aligns with this framework.
  • Capability Development:
    • Contribute to strategic and long-term requirements for skills and capabilities for the service discipline, based on identified gaps between current and future needs.
    • Build GEC competence & (additional) skills in line with future Service & Client needs, to support growth, efficiency, effectiveness, and scale.
    • Influence GEC leadership to create sufficient technical and digital leadership across the GEC service discipline to help attract improved work diet from countries.
    • Promote knowledge sharing through webinars, workshops, presentations, etc.
  • Sustainability:
    • Drive Sustainability in our Service Delivery through sharing of best practices.
    • Identify opportunities for sustainability to be part of our service delivery.
  • Organization:
    • Establish a GEC network of SMEs to help drive required outcomes of the role.
    • Actively participate in relevant global service communities, such as SEGs and COPs.
  • Growth:
    • Participate, if applicable, in tenders and global accounts, promoting and optimizing GEC adoption.
    • Contribute to the development of global value propositions to be used for MtO phase and Key Clients including digital and sustainable solutions.
    • Act as an advocate for GEC in global communities.
    • Develop capability statements for GEC including best practices.
    • Partner with Discipline Director to develop a growth plan for respective service in collaboration with BAs, based upon their market requirements.
    • Contribute to enhancing the commercial awareness skills of senior GEC staff to empower their effective participation in pursuits.
  • GEC Contribution:
    • Contribute to improved GEC contribution by influencing and operationalizing standard work splits between BA and GEC that help set contribution targets.

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