Director, Global Business Services - Manila

Job Description

Grace is seeking a Director, Global Business Services to join our GBS team located in Manila, Philippines! This role reports to Director, GBS Manila & Global Procurement Operations. 

This role entails the strategic oversight and management of the company's global business services in Manila, encompassing strategy formulation, operational management, and daily execution. Success in this position demands exemplary leadership behaviors, including robust business acumen, effective business partnering, strategic decision-making skills with a capacity to influence outcomes, talent development, and the ability to lead and drive transformative change. 

Responsibilities

• Leadership: Oversee all personnel, activities, and processes within the Center. Collaborate with Global Process Owners and key stakeholders to comprehend and translate business needs and expectations into attainable goals and objectives. Promote process excellence, productivity, standardization, and scalability. Develop and implement strategic initiatives related to Global Business Services (GBS).  
• People: Develop, engage, coach and mentor leaders and High- Performance employees within the Center.  Ensure Training, Development, Engagement and Mentoring program are in place for all groups.  Facilitate the exposure of key leaders and High- Performance talent within the Center to Global and Regional Business / Functional leaders. 
• Process: Evaluate, streamline, and implement operational objectives for the Center, focusing on continuous improvement by standardizing, simplifying, and automating processes, as well as expanding service offerings and capabilities. Develop strategies to achieve desired outcomes. 

Responsibilities

• Establish site-wide metrics and key performance indicators (KPIs) for the Center. Collaborate closely with global process owners and stakeholders to ensure the achievement of company objectives, including process KPIs and productivity plans. Hold yourself and teams accountable for timely delivery within the Annual Operating Plan (AOP) budget. 
• Communicate expectations to Center personnel regarding compliance with Ethics, Safety, local Laws and Grace Values.  Ensure standards are maintained by employees and management with third party businesses, Government officials and business associates. Lead by example. 
• Responsible for the overall Operational Controls in the center, in close partnership with the Global Internal Audit and Compliance team 
• Maintain, test and evolve best in class Disaster Recovery and Emergency Response Plan.  Communicate status updates and regular reports during Disasters and Emergency situations. Maintain, and continuously improve a comprehensive Disaster Recovery and Business Continuity Plan. Regularly communicate status updates and detailed reports during disaster and emergency situations. 
• Effectively manage and communicate changes within the Centre and with key stakeholders. Minimize uncertainty and offer clear guidance when necessary. 

Required Qualifications

• Bachelor’s degree is required, preferably a major in Business (or Commerce related field); MBA will differentiate candidates. 
• Over 10 years of experience in people leadership and management, with the ability to think strategically and support and influence teams effectively.   
• 15+ years’ experience working for multinationals, preferably US-headquartered organizations from the Philippines. 
• Prior experience leading a BPO/Shared Services operation. 
• Excellent communication and influencing skills. This includes both verbal and written communications in English as well as active listening.   
• Interpersonal savvy to work effectively with diverse groups of people and hands on leadership with integrity and decisive judgment. 
• Excellent organization skills, results, and action-oriented approach to work 

Preferred Qualifications

• Ability to develop effective relationships with third-party professional services firms.
• Vendor management, contracting experience, and familiarity with external partners.
• Knowledge of Agile, Six Sigma, and Lean methodologies
• Proven commitment to talent development, team engagement, and performance management
• Analytical skills and creative approaches to challenges
• Ability to make timely and well-considered decisions.

Benefits

• Guaranteed 14th month pay
• Above-market Retirement Plan Design 
• LinkedIn Learning Access 
• Established Performance Incentive Program 
• HMO coverage for employees on day 1
• Free HMO coverage for up to 3 qualified dependents 
• Educational Assistance 
• Dignified Workplace Commitment: Grace is committed to providing a dignified and inclusive work environment for all employees and welcomes and encourages diversity. This means that all employees are entitled to be treated in a respectful, professional, and inclusive manner, regardless of gender, race, ethnicity, sexual orientation, disability, religion, or any other aspect of their identity.