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Head - Enterprise Services

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

26-Oct-2020

Location:

QUEZON CITY

Close date:

25-Nov-2020

Client Industry:

SHARED SERVICES

Job Description and Qualification:

The Enterprise Services Head has the responsibility for the day to day management and delivery of the shared services functions across Global Business Services that are internal services and operations provided to the company segments and group functions globally. This role report to the General Manager of Global Business Services and manages a team of around 1200 FTE and is supported by a number of AVP’s, Directors and Managers in the direct report team, and covers the following services:

1.       Finance Operations, across Asia, GWAM, US, Canada and Group Functions

2.       HR Operations, across Asia, GWAM, US, Canada and Group Functions

3.       Procurement Operations across Asia, GWAM, US, Canada and Group Functions

4.       GWAM Investment Operations across Asia, GWAM, US, Canada

5.       Data & Analytics as a managed service supporting company’s global segments

6.       Creative and Digital Services

7.       Reporting COE providing reporting, and analysis across all of operations and support functions

       The incumbent will focus on transparency & trust, accountability and ownership, consistency of experience, performance improvement and cost optimization.

       The role envisages evaluation and assessment of alternative approaches to problems under the policy guidance of overall company strategies and tactics. The incumbent will recommend and implement solutions to critical business problems and set clear objectives for function heads who are responsible for the implementation of business processes on a day-to-day basis.

       This is a key senior leadership role working closely with the General Manager of Global Business Services, focused on developing a High-Performance Team environment to ensure that GBS delivers on its strategy to become much more customer focused and deliver market leading Digital Customer Engagement.


Performance Measurement: 

       Support business managers to better understand and manage their operations by developing performance measures that enable the effectiveness and efficiency of the business at an operational level to be continuously improved.  This will require an understanding of the business dynamics of all aspects of the operations.


Strategic Planning: 

  • Advise and contribute to the preparation of segment operational plans in the Finance services, Investment Services, Reporting, and other services function. The results will be used as a basis for monitoring the ongoing progress of the business as well as determining future objectives and strategic direction.
  • Clearly present information on an accurate and timely basis. An in-depth understanding of the key business issues will be essential for knowledgeable and insightful advice.

Operations Performance:

  • Implement a set of high-performance indicators for Finance services, Investment Services, Reporting, and other services function, working in collaboration with global business unit leaders across Asia, United States and Canada segment.
  • Work with Operations Leadership team in each segment to design key operational metrics that are essential to customer and business performance and develop mechanisms to accelerate roll-out of reporting dashboards per segment.
  • Deliver regular management report & analysis to senior leadership stakeholders across segment and partner with business unit heads to manage any areas of underperformance.
  • Improve the financial planning, forecasting and tracking process across Finance services, Investment Services, Reporting, and other services function to ensure full transparency on spend and delivery against budget.
  • Oversee the annual budgeting cycle for GBS Finance services, Investment Services, Reporting, and other services function – significantly improving the process.
  • Partner with the General Manager of Global Business Services and the Senior Leadership Team to establish a culture of High Performance across GBS Operations. Role model the associated behaviors and practices. 

Competencies:

  • Business Partnering
  • Service Delivery Effectiveness
  • Strategic Thinking
  • Industry Awareness
  • Stakeholder Management
  • Business Acumen

Key Leadership Behaviors:

  • Talent Management
  • Building and Leading Teams
  • Motivating and Developing


Salary:

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