Vice President - GBS Transition & Transformation Lead

Date Posted: 14 days ago

Job Description

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

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The Vice President: Global Shared Services Management is a leadership role within Global Business Services (GBS) responsible for the implementation, stabilization and ongoing management of GBS delivery, in line with service level agreements and quality standards in both outsourced and/or hybrid models.

This role ensures the delivery of year-on-year service improvements and cost reduction initiatives to increase efficiency and value to deliver profitable services.

Through leading digital innovation and continuous improvement projects, this role will also enhance the service to deliver operational excellence and improved use experience.

This role will rely on strong Business Unit and stakeholder engagement to lead transformation projects and drive adoption and expansion of GBS services into new business areas and services, whilst proactively managing strategic sourcing timelines.

Establishing, developing and directing relationships with strategic (high spend, high value and high dependencies) Business Process Outsource (BPO) partners is a critical function of this role to achieve NTT strategic outcomes.

Another key aspect of this role would be to set up a Transition Office, thereby ensuring transition from Regions in a structured and timely manner, including solution architecture, knowledge transfer, onboarding and technology offshoring.

Radford reference:

Head of Shared Services directs the activities of multiple functions in a shared services environment for a Division, Group or the entire firm. Recommends opportunities to leverage expertise and centralize processes in the shared service center. Designs strategy for services provided to other business units. Responsible for policy interpretation and administration. Single incumbent position at Corporate, or each Group or Division. If incumbent is responsible for the area company-wide select Corporate for Executive Scope of Responsibility, if responsible for a Group/Region select Group, if responsible for a Division/Country select Division. Single incumbent at Corporate, or each Group or Division.

Working at NTT


KPI achievement through stakeholder engagement

  • Work with the relevant leadership to develop a strategy to achieve key GBS objectives of speed, digitization, quality of service and compliance, while achieving anticipated savings and business outcomes.
  • Implement the GBS service and operating model on a global level
  • Work with the Head of GBS and Region Interface Lead to champion GBS with senior business and functional leads in order to drive the expansion of GBS through the inclusion of additional services
  • Responsible for driving successful delivery of outsourcing services and representing the BPO organization to Business Unit, Divisional and Functional Leadership and other stakeholders
  • Ensure ramp-up and ramp-down are executed in-line to realize savings goals – working closely with Region, Group, and Service Provider stakeholders
  • Liaise with Region Heads and receiving functions on milestone scheduling and communication of progress (e.g. KPIs)
  • Monitor and manage service delivery performance reporting to GBS leadership
  • Accountable for the overall delivery performance in line with the service framework and customer satisfaction metrics

Contract management and governance

  • Drive selection and negotiation of contracts with partners and vendors
  • Maintain and manage GBS contract management governance process frameworks with partners and across NTT Ltd, ensuring consistent contract management globally (including management of penalties and chargebacks, weekly interaction/alignments with the BPO Delivery Leaders)

GPS transition management

  • Accountable for working with senior business and functional leads to agree the transition of existing service centers into GBS in line with the GBS strategy
  • Responsible for planning and overseeing the transfer of activities from one location to another, including operational readiness, support documentation, knowledge transfer and acceptance checklists
  • Ensure transition activity is planned and executed to schedule, budget and scope
  • Promote awareness of transition planning and support process within the GBS, as well as wider NTT Ltd
  • Manage the transition team on day-to-day activities and be responsible for their wider review cycles
  • Manage external transition support to effectively deliver a smooth transition
  • Establish transition E2E plans including infrastructure support models, change management, risk assessment and mitigation, resource planning and service management with clear tollgates

Partner / vendor management

  • Manage senior level engagements between strategic BPO partners and GBS leadership
  • Ensure that requirements are well-communicated and well-understood, and clearly define NTT Ltd’s expectations of its partners & vendors
  • Drive accountability for the BPO provider to deliver on SLAs and KPIs across workstreams; automated reporting with dashboards on key metrics
  • Develop and publish regular performance scorecard for each partner and vendor and demonstrate year on year overall improvement

Resolution and arbitration management of issues

  • Work with the right parties to arbitrate any escalated issues regarding balancing customer satisfaction in line with operational efficiency

GBS subject matter expert

  • Provide advice and guidance to CDO leadership on market trends, vendor developments and product innovations, and assess potential impact on strategies and service portfolios
  • Act as the point of accountability for the escalation and arbitration for relationship issues, and if required, for operational problems
  • Facilitate issue resolution and escalation via coordinating solution development across the project team, steering committee, and business stakeholders (e.g., Regions, GSSC, HR, Legal, Risk & Compliance, etc.)

GBS expansion and continuous improvement

  • Lead cost reduction / service improvement opportunities and continuous improvement
  • Source and assess opportunities to expand the center (including assessment of e.g., Make vs. Buy, offshore / on shore)
  • Provide recommendations on initiatives (e.g., for retained org optimization) and potential design choices to achieve impact, obtain senior leadership alignment, and execute change

Project delivery

  • Lead multiple/complex implementations by developing and executing well-structured work plans, facilitate project and sponsor meetings, manage project budget/expenses, use continuous improvement tools/methodologies and Project Management tools/methodologies
  • Lead, manage, and influence others to deliver projects on-time and within budget to achieve specified goals and objectives
  • Document and present project conclusions and deliverables to CDO, Regions, Group. Demonstrate proficiency via effectively presenting complex topics in an easy-to-understand manner and via facilitation of meetings with representatives from all levels of the business
  • Create business cases and articulate value proposition of a project/program (e.g., for strategic sourcing). Successfully advocate and support the change
  • Facilitate requirements setting and prioritization in conjunction with GBS Demand and Transition and Major Projects

Required Knowledge, Skills and Attributes

  • Strategic future thinker who anticipates and considers external and internal factors with the ability to develop long-term plans
  • Strong business acumen with the ability to shape business and GBS organization needs
  • Ability to understand the commercial drivers, financials, industry variables and the underlying business model to ensure profitable services
  • Excellent interpersonal and organizational skills with the ability to lead global and cross-functional teams
  • Strong leadership coupled with the belief in a non-hierarchical culture of collaboration, transparency and trust across the team
  • High energy and passionate with the ability to inspire teammates to reach their maximum potential
  • Superb persuading and influencing skills
  • Excellent written and verbal communication skills
  • Ability to drive innovation together with leading change
  • Ability to drive value and operational efficiency
  • Strong contract development and negotiation skills
  • Strong conflict resolution skills
  • Customer service focused with excellent service delivery orientation

Required Experience

  • Demonstrable experience in leading transformation projects in the operations space
  • Extensive experience in BPO / services industry / BPO vendor market
  • Extensive experience in transitioning / offshoring / outsourcing complex projects/functions
  • Demonstrable experience in relationship management at a leadership and global level
  • Demonstrable experience in contract management and delivering performance optimisation with BPO suppliers
  • Deep experience with shared services across the whole GBS life cycle (strategy, design, implementation, optimization)
  • Demonstrable experience in finance and budget management

Required Qualifications and Certifications

  • A post-graduate type degree such as an MBA or similar would be advantageous
  • Lean / Six sigma qualification or equivalent, CIPS accreditation preferred

  • Lead complex effort to Transition SG&A services from NTT Ltd. to service provides by developing and executing well-structured work plans, and facilitating project and sponsoring meetings
  • Strong engagement with Business Units to proactively identify, prioritize, facilitate, and lead initiatives for G&A transformation to deliver cost effective services, operational excellence and improved user experience through digital innovation, effective risk management to mitigate business risks
  • Work with Providers, Regional Transition Leads, Group workstream owners to drive deliverable acceptance and progress through toll-gate milestones (incl. Discovery, Solution Design, Knowledge Transfer, and double-bubble / ramp-down), across all waves
  • Set up Transition Management Office to successfully support Transition of processes and services across ~40 countries (in 4-5 Waves), including oversight of inflight transitions and planning for subsequent waves
  • Ensure Group / Regions / Countries roles are staffed up as required for Transition, and are contributing to regular cadence, reviewing providing deliverables, and driving approvals to progress through toll-gates
  • Own relationship with service providers on transition & transformation issues
  • Drive operational management of Transition, and oversee day-to-day activities, ensuring transition requirements are met and toll-gates are achieved per agreed timelines
Facilitate issue resolution and escalation across various stakeholders (e.g., Providers, Regions, Countries, Captives, Group Functions, etc.)
  • Provide final sign-off on provider deliverables to progress toll-gates
  • Drive preparation, documentation of conclusions to CEO / Executive Committee / CDO; demonstrate communication proficiency via effectively presenting complex topics in an easy-to-understand manner and via facilitation of meetings with representatives from all levels of the business
Provide recommendations on additional initiatives (e.g., for retained org optimization) and potential design choices to achieve impact, obtain senior leadership alignment, and execute change

What will make you a good fit for the role?

Standard career level descriptor for job level:

  • Facilitates cross-functional/cross-region co-operation
  • Motivates for new tools/methods
  • Directs a significant organisation/business unit/functional area
  • Or directs several functions/departments or geographical marketplaces (related to one area)
  • Oversees implementation direction in line with strategy/objectives
  • Typically manages through numerous layers. For example, Senior Directors/Directors
  • Approves strategic administration/operational policies/resource allocation to ensure objectives are met
  • Has in-depth organisational knowledge in order to implement and know how external factors will affect implementation
  • Participates in development / improvement of corporate methods/technologies/evaluation criteria for projects/initiatives/programmes/people
  • Approves budget and schedules
  • Interacts with executives and major customers
  • Interactions are highly visible. For example speaking or negotiating with clients
  • May lobby with academics/external regulators
  • Controls planning, staffing, budgeting, expense priorities
  • Approves changes to method and budgets
  • Mistakes will have serious impact on organisation’s long-term operations

Join our growing global team and accelerate your career with us. Apply today.

Equal opportunity employer

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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