Managing Director, GBS Service Delivery and Operations Leader

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Your role at Clorox:

The GBS Service delivery leader is responsible for overseeing and managing business service operations on a global scale. This leader is responsible for ensuring efficient and effective delivery of service across multiple business units and regions, while maintaining elevated levels of customer satisfaction and operational excellence.

The role requires:

- Proven experience in a leadership role overseeing global business operations and managing global team(s).

- Proven ability to partner and influence key stakeholders and be a change champion.

- Ability to drive operational excellence in the end-to-end processes leveraging best practices and technologies to deliver business outcomes with continuous improvement and ensuring a strong internal control environment with solid understanding of SOX controls.

- Excellent communication, negotiation, and critical thinking skills.

- Ability to work effectively in a fast-paced, dynamic environment and lead, develop and engage talent across geographies.

In this role, you will:

Strategic Operations Management:

• Develop and implement a “noiseless” global service delivery strategy to meet business requirements, targeted business outcomes and enhance customer experience in a measurable way.
• Lead operations activities, including the planning, organizing and execution; and contribute to overall GBS strategy development and evolution.
• Monitor key performance indicators (KPIs) to track performance, identify areas for improvement, and drive operational excellence and continuous improvement .
• Stay current with industry trends and best practices in service delivery to leverage latest technologies in intelligent automation, analytics, cloud computing and leverage ERP and best-of-breed solutions to improve the “touchless” processing for GBS.
• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
• Establish the right workplace mix to achieve an appropriate balance between delivery, continuous improvement, and value creation. Efficiently structure the retained organization.
• Build partnerships and an effective governance framework with the functions and business units, including customers, vendors, and internal teams to ensure successful and “boundaryless” service delivery outcomes, and foster end-to-end integration in terms of policy setting and operational performance.
• Hold self and others accountable to meet commitments and business outcomes. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.
• Sees ahead to future possibilities and translates them into breakthrough strategies. For example, is a strong big picture thinker; makes frequent, clear references to the organization's vision and strategy and the efforts required to drive them forward. Effectively integrates long-term opportunities and challenges with day-to-day activities.

Business Planning & Leadership/Stakeholder Direction:

• Contribute to the development of annual business plans; input to the development of business cases for key activities/projects and estimating the financial and human resources required to deliver performance targets.
• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, makes nimble plans accounting for a range of risks and contingencies. Achieves greater cohesion, integration, and alignment between own group and other areas. Both persistent in adversity and nimble in change.
• Anticipates and balances the needs of multiple stakeholders. For example, provides guidance so that others understand the needs of different stakeholders and can balance them appropriately. Makes sure people understand and adhere to ethical standards when working with stakeholders; models and ensures cross-cultural sensitivity

Capability Optimization / Building:

• Identify the capabilities needed to meet the current and emerging business needs of a significant business area. Evaluate current capabilities, identify gaps, an