Service Delivery Lead

Looking to hire Service Delivery Head – Customs, GSC Mumbai; Service Line Lead – Customs, GSC

Job Location: India (Mumbai)

About the Role

Strategically and operationally lead, develop and control the business and operations of the Service Line CDZ globally (across centers) to achieve short term and long-term objectives encompassing increasing of the value been provided, the expansion of the service portfolio expansion, further standardization of the services, to ensure operational resiliency and to maximize the effectiveness and efficiency of the services been provided in accordance to the SLAs. In extension to the strategic nature of the role, the incumbent is also operationally responsible for the CDZ Service Delivery organization in Mumbai. The role reports into Center Head and service line sponsor. Is member of the extended Senior Management Team GSC, and member of the Senior Management Team Mumbai.

Responsibilities

• Design strategy, and define service offerings, service standard, and governance structures for customs service line in accordance with the business objectives.
• Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across 90+ countries and 6 service delivery centers, overseeing a workforce of more than 600+ employees.
• Oversee service delivery for – Customs across centers (as service line lead) and be responsible for SLA commitments of Mumbai Center (as service delivery head, Mumbai).
• Providing subject matter expertise to business partner and countries on opportunities for process improvements and best practices.
• Find the right balance between maximizing standardization of global services and reducing local customization needs of the business partner to the bare minimum.
• Define and drive service digitalization strategy to increase the value been provided to the business partner and the effectiveness and efficiency of the CDZ services.
• Collaborate with stakeholders to identify opportunities for enhancing processes, digitization, automations and delivering strategic value.
• Establish and maintain a robust Internal Controls System (ICS) to ensure compliance with regulatory requirements.
• Collaborate with risk management teams to ensure compliance with industry regulations.
• Identify potential risks in service delivery processes and implement risk mitigation strategies.
• Develop a highly motivated and engaged workforce and provide them with robust career paths within the GSC and/or across Group.
• Collaborate with cross-functional teams to streamline end-to-end service delivery.
• Manage productivity of the service line, leveraging automation capabilities of GSC.
• Stay aware of the technology advancement viz Smart OCR, Business Process Management (BPM) tools, Service Management platforms, Machine Learning and AI, Data Analytics, RPA, API’s, Process and Task Mining to Desktop Analytic and continue to evaluate opportunity to leverage these developments in the service line.
• Stay updated on industry trends (Logistics and Shared Services) and emerging technologies for potential integration.

Stakeholder Management

• Establishes long-term relationships and alliances with strategic internal and external business partners, stakeholders, third parties and the captive and non-captive BPO/Shared Service Industry.
• Builds and develops comprehensive understanding of Business Partner requirements, competitor activities and market trends to influence direction of major projects.
• Develops strong, trusting cross-functional relationships within GSC and senior business leaders.
• Champions cooperation and partnership to provide integrated solutions to problems.

Management Responsibility

• Operational people manager of local team of 400+ FTEs (operational and disciplinary management).
• Strategic and functional leadership of global team of HC of 600+ distributed across six locations.
• Accountable to lead local & global service delivery team.

Qualifications

• Bachelor’s degree (any). Post graduate degree is highly desirable.
• 10+ years in leadership roles, service delivery (preferred), with experience in logistics domain, especially customs.

Required Skills

• Proven ability to lead and inspire diverse teams, fostering high-performance environments.
• Experience in developing and executing delivery strategies aligned with organizational goals.
• Strong record of delivering projects (globally) on time and within budget.
• Excellent communication skills to articulate customs concepts/local regulatory requirements to both customs and non-customs stakeholders.
• Strong analytical and critical thinking skills for effective decision-making.
• Build strong influential skills to identify, to contribute and deliver on synergies between the functions, products and/or countries or service delivery centers.

Preferred Skills

• Experience in logistics domain, especially customs.