global head of operational excellence & transformation – gbs.

• Define, shape and execute the GBS-wide Operational Excellence strategy and transformation agenda in line with AFKL and GBS priorities.
• Translate strategic priorities and business challenges into a clear, sequenced portfolio of transformation initiatives with measurable benefits.
• Create a performance culture focused on cost, quality, control, scalability, employee experience and internal customer experience.
• Provide transparent progress, value and risk reporting to the GBS Management Team and senior stakeholders.
• Define for the Service Level Agreements (SLAs) the relevant KPIs and reverse KPIs  

• Lead the Global Process Owner community and strengthen end-to-end process governance across GBS and the business.
• Drive simplification, standardization and optimization across service lines, entities and locations, avoiding local optimization and fragmented solutions.
• Establish robust continuous improvement methods, governance and capability building, drawing on Lean, Six Sigma, process mining and other relevant approaches. 
• Ensure process design, performance measures, controls, documentation and implementation responsibilities are clear and embedded.  

• Develop GBS capabilities for enabling tools, workflow, automation, reporting, data and analytics, process mining and task mining.
• Shape and lead the GBS AI Center of Excellence, from use-case identification through adoption and value realization. 
• Partner with IT, data, security, risk and business teams to select scalable solutions aligned with the end-to-end process and enterprise architecture. 
• Promote experimentation while ensuring appropriate governance, compliance, business continuity and measurable outcomes.  

• Coordinate the GBS project and transformation portfolio across functions and geographies, setting priorities and resolving dependencies.
• Provide standards, methods and oversight for transitions, transformation projects and post-go-live stabilization.
• Challenge business cases and delivery plans, ensuring benefits, readiness, risks, controls and change impacts are actively managed.
• Build strong interfaces with Service Line Managers, the GBS Customer Manager, the GBS Controller, HR and business transformation teams.   

• Lead and develop a multidisciplinary, geographically distributed organization of managers and experts across process excellence, continuous improvement, project management, technology, automation, data and analytics, AI, internal control and quality assurance.
• Integrate and align existing capabilities across GBS locations and entities, with clear accountabilities, service offerings and ways of working. 
• Create a strong community of practice, develop talent and embed Operational Excellence capabilities within operational teams. 
• Influence and mobilize stakeholders from frontline teams to senior executives and EVPs, including where direct authority is limited.   

candidate profile & experience

• Completed University degree or equivalent professional qualification in engineering, business, operations, finance, technology or a related field.   
• Substantial senior leadership experience in Operational Excellence, business transformation and background within large, complex, multi-service/multi-product enterprise GBS environments.
• Proven understanding of dynamics in GBS organization between operations (delivery teams), continuous improvement/transformation and the client dimension.   
• Demonstrated track record leading large-scale Lean / Six Sigma transformations, operating model design, and end-to-end performance improvement programs.
•  Strong understanding of digital transformation, automation, data and analytics, workflow technologies and applied AI in business operations.   
• Experience in leading managers and expert teams across geographically distributed and matrix environments. 
•  Ability to translate strategy into executable roadmaps, governance, priorities, resources and measurable business outcomes.  
•  Credibility and confidence to act as a sparring partner for executive and senior management and to influence stakeholders at all organizational levels.  
• Full professional proficiency in English, working knowledge of French is considered an advantage.
• High readiness for frequent international travel (bi-weekly/weekly presence across delivery hubs)

 Highly competitive executive gross base salary, senior performance bonus scheme, premium company car.