Managing Director

The Managing Director will oversee the Global Business Service Center (GBSC), leading its strategy, growth, and operations, including the transition of services from global subsidiaries. This role requires a proven leader with expertise in shared services, operations, finance, governance, and resource management, capable of running and expanding a multi-function center (Finance, CRM, Supply Chain, P&C, IT) while driving innovation and continuous improvement.

Accountable for service quality, cost efficiency, productivity targets, and governance compliance, the Managing Director will manage large teams, lead digitization initiatives, and foster a high-performance culture. Strong stakeholder management skills are essential to align objectives, ensure smooth service delivery, and achieve strategic business goals.

KEY RESPONSIBILITIES

Strategy

• Set strategic direction and vision aligned with the Company's strategy map
• Lead the Global Business Shared Service program including the design, setup and running of the Share Service Center
• Accountable for the overall cost of the Shared Service operations and quality commitments including budgeting, forecasting and meeting saving commitments.
• Assign, build up and work with the stream leads and delivery teams to build a culture of operational excellence, innovation and continuous improvement, ensuring time is allocated to focus on - on-time delivery, quality, speed and accuracy as per the SLA established
• Drive Group-wide internal process performance & digitization end-to-end across the Company Group
• Driving ongoing innovation

Stakeholder Management

• Drive key discussion relating to Global Business Service Center service delivery and expansion
• Help explain overall value to key stakeholders
• Work with change management & communication lead to define and deliver clear communication strategy and plan which ensures stakeholders are engaged and consistent messaging across GBSC
• Solve potential incidents or problems escalated to the team

Delivery

• Overall accountability for performance of GBSC and service delivery
• Accountable for resolving critical issues
• Accountable to define a GBSC service catalogue
• Accountable to achieve the planned Business case savings with the planned labor cost savings & headcount productivity gains (e.g. minimum 5% productivity improvement every year)
• Business case sign-off for all continuous improvement and transformation projects
• Ensuring the transition plan adherence to preparation, knowledge transfer and stabilization phases
• Overall accountable for the GBSC transformation roadmap
• Responsible for budget decisions and responsible for financial realization for GBSC in partnership with Group CFO

Governance

• Accountable for ensuring the GBSC governance framework is implemented within the Group and for the GBSC internally
• Act as the highest point of escalation within GBSC, resolving critical and complex issues and escalations
• Flag potential risks as soon as possible to address to the executive team

Service Performance Management

• Drives GBSC overall performance and value tracking, overseeing service teams' delivery performance, coordinating service management support activities for reporting, KPIs, SLAs, charge-outs, customer satisfaction & feedback through the effective implementation of respective tool
• Internal & external benchmarking to be done to establish the value driven culture
• Control and monitor the level of compliance of SLA's

People / Team Leadership

• Complete performance reviews and evaluations for direct reports and set process-based objectives and targets
• Lead career planning, staffing, salary admin and promotion efforts for GBSC personnel
• Ensure the Employee Engagement activities are in place to address the Employee satisfaction & engagement feedbacks and achieve attrition rates as per Manila SSC benchmarks
• Ensure the ramp up of the organization is in place to address the scoping in of activities as per the agreed IGP road map
• Build Cross functional relationships, able to influence, holding on to governance standards while maintaining positive professional relationships.

QUALIFICATIONS

• Master's degree in business, business related field or (IT) engineering; a plus is strategic management
• Consultant experience from multinational or global firms
• Experience in setting up and managing larger scale shared services (300 people)
• Experience in managing a multi-function  Shared Services Center (e.g. Finance, CRM, Supply Chain, P&C, IT)
• Experience in leading high-impact digitization projects
• Proven leadership skills in managing change and leading large, engaged teams (+5 direct reports, overall span of 300)
• Collaborative management style
• Proficient in functional acumen related to shared services
• Minimum 5 years' experience in Senior Management
• Minimum 5 years' working experience in a foreign owned MNC with frequent high-level HQ inter-actions

Preferred:

• Good familiarity and experience with SAP are a big plus
• Good familiarity with state-of-the art tools like Concur, SalesForce, RPA, etc.
• Working experience in Medical device industry is an advantage

Professional Skills & Experience

• Experience in process improvement leadership with proven, quantifiable results.
• Experience of having successfully delivered multi-disciplinary projects (i.e.: Supply Chain, Engineering, Finance, HR).
• Demonstrable experience in delivering measurable improvements in profitability while supporting a growing business.
• Excellent interpersonal and communication skills with the ability to influence at all levels. The excellent interpersonal skills required to work with effectively with colleagues across disciplines to ensure that the Group achieves compliance with a web of complex international requirements which may sometimes be perceived as inconvenient, unnecessary and an obstacle to business.
• Broad range of financial, people, and negotiation skills.
• Strong in deployment of digital platform and use of innovative technology
• A very high level of personal drive and motivation and the ability to progress matters with a significant degree of independence.