GCM Planning & Operations Head

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Job Description

Objective :

The GCM Planning & Operations Head is responsible for orchestrating planning and strategic initiatives across the Global Capability Model (GCM). The role ensures that GCM activities are aligned with business objectives, delivered effectively across locations, and continuously optimized for performance, scalability, and resilience.

This role supports the overall execution and continuous development of the GCM operating model. The role provides leadership and oversight to a structured team covering demand management, project management, culture & community, and change management, ensuring high-quality execution through clear direction, prioritization, and governance.

Accountabilities:

Strategic Initiatives & Project Oversight

• Provide oversight and direction for the execution of GCM strategic initiatives
• Ensure effective coordination, tracking, and reporting across all GCM initiatives

Demand & Capability Management

• Steer demand management activities for new capabilities, ensuring structured intake process, prioritization, and alignment with capacity and strategic priorities
• Design intake process and align key stakeholders involved to ensure coordinated demand management

Leadership & Team Management

• Lead and manage a multi-disciplinary team of professionals
• Set clear priorities, objectives, and accountability across all functional areas
• Ensure high-quality execution through effective delegation, oversight, and performance management
• Foster strong collaboration across team leads and alignment with GCM and other stakeholders
• Build capabilities within the team to support the scaling and continuous evolution of GCM

Risk Management & Business Continuity

• Lead GCM risk management activities, ensuring risks are identified, assessed, and mitigated
• Establish and maintain business continuity plans to ensure uninterrupted operations
• Monitor and report on risk exposure and mitigation effectiveness

Education & Competencies
 

Experience

• Minimum 12+ years of progressive experience in strategic, planning, and transformation roles, ideally within Global Business Services or Global Capability Center (GBS/GCC) environments
• Proven track record in leading complex, cross-functional initiatives and programs across multiple functions and geographies
• Strong experience in planning, coordinating, and managing organizational change across business units, functions, and local markets
• Strong leadership and people management experience, with demonstrated ability to lead and develop teams, including leadership of leads (e.g., demand, project, change, and culture)
• Proven Experience in setting up or scaling operating models, governance structures, and ways of working within global organizations

Technical Competencies

• Strong understanding of global operating models, shared services / Global Capability Centers (GBS/GCC), and cross-functional service delivery
• Strong project and program management capabilities, with experience steering complex, cross-functional initiatives
• Experience in establishing and evolving governance frameworks, methods, and tools, including use of technology and data-driven insights
• Solid understanding of risk management and business continuity frameworks
• Strong financial and business acumen, with the ability to align priorities with capacity, cost, and value delivery

Behavioral Competencies

• Strong stakeholder management and influencing skills within global organizations
• Ability to lead through others, providing direction and ensuring delivery across multiple functional leads
• Strong strategic thinking combined with execution focus
• Results‑oriented mindset with strong problem‑solving, risk management, and decision‑m