Director shared services

Head – Global Capability Center (GCC) - India

Objective of the role:

The Head – Global Business & Shared Services Center will provide strategic and operational leadership for our client’s India Global Capability Center (GCC), a critical enabler of its global manufacturing operations. The role will lead a multi-functional shared services environment supporting IT, Finance, HR, Procurement, Customer Services, and other enterprise functions that directly enable global manufacturing plants, engineering, R&D, and supply chain operations.

The role carries overall responsibility for service delivery, operational governance, transformation, business continuity, process excellence, stakeholder management, and organizational growth across multiple locations, while positioning India as a strategic global capability hub supporting the organization’s worldwide manufacturing footprint.

Key Responsibilities

1. Strategic Leadership & Site Management Lead the India Global Business & IT Services Center as a strategic business entity. Provide leadership, direction, and governance across multiple plant locations. Establish a high-performance culture focused on accountability, collaboration, and continuous improvement. Drive execution of the long-term growth strategy for the India Global Capability Center.

2. Global Service Delivery Leadership Ensure reliable end-to-end service delivery across: IT Services Finance & Controlling Human Resources Procurement & Supply Chain Customer Services Other Global Business Support Functions Support multiple global manufacturing plants, R&D centers, corporate offices, and business units across the Group. Drive operational consistency, scalability, and service excellence across all functions

3. Multi-Site Operational Management Oversee operations across multiple locations. Optimize resource utilization between locations. Eliminate duplication of activities. Ensure standardized operating practices across sites.

4. Process Governance & Operational Excellence Establish end-to-end process ownership across global functions. Define governance frameworks, KPIs, SLAs, and performance metrics. Monitor operational performance and drive corrective actions where necessary. Ensure business continuity, operational resilience, and risk mitigation.

5. Transformation & Continuous Improvement Lead enterprise-wide transformation initiatives. Standardize and harmonize global business processes. Drive Lean, Six Sigma, and Operational Excellence initiatives. Improve productivity, quality, cost efficiency, and customer experience.

6. Digital & Technology Enablement Lead digital transformation programs leveraging: Artificial Intelligence Automation Robotics (RPA) Workflow optimization Analytics Self-service platforms Partner with global IT teams to enable technology-driven service improvements.

7. Governance, Compliance & Financial Stewardship Ensure compliance with statutory, regulatory, audit, tax, and internal control requirements. Oversee budgeting, resource planning, and investment business cases. Support financial governance and business planning for the India entity.

8. Stakeholder Management Build trusted relationships with senior leadership across: Global Headquarters Regional Leadership Teams Business Units Manufacturing Plants CIO / CFO / CHRO organizations, R&D Centers Represent the India Global Business & IT Services Center in executive leadership forums. Influence global decision-making and strategic initiatives.

9. Customer & Service Excellence Foster a customer-centric service culture. Measure internal customer satisfaction through structured Voice of Customer (Vo C) mechanisms. Drive continuous improvements based on stakeholder feedback. Establish the India center as a benchmark for global service delivery.

10. Growth & Strategy

Should have experience:

Building 3–5 year roadmaps Scaling organizations Expanding service portfolios Building new capabilities Driving organizational maturity Establishing new service lines

Candidate Criteria:

20+ years of leadership experience in multinational organizations, with a strong background in Global Capability Centers (GCC), Global Business Services (GBS), or Shared Services. Proven experience in setting up, scaling, or transforming a Global Business & IT Services organization supporting IT, Finance, HR, Procurement, Customer Services, and other corporate functions. Demonstrated success in leading large cross-functional teams (300–1,000+ employees) across multiple locations and global regions. Strong experience in global stakeholder management, collaborating with Headquarters, Regional Leadership, Executive Boards, C-level leaders, Manufacturing Plants, R&D Centers, and Business Units. Proven track record in digital transformation, automation, AI, process harmonization, operational excellence (Lean/Six Sigma), and continuous improvement, delivering measurable efficiency and productivity gains. Experience in outsourcing, insourcing, transition management, and managing vendor and strategic outsourcing relationships. Strong exposure to ERP platforms, workflow automation, shared services, and case management systems. Experience in governance, compliance, audit, statutory controls, financial oversight, budgeting, business continuity, and service delivery management within multinational organizations. Experience in mergers, business integrations, post-merger harmonization, and organizational change management. Knowledge of service maturity assessments, benchmarking, KPI/SLA governance, and best-in-class global operating models. Proven ability to develop and execute 3–5 year growth strategies, expand service portfolios, and position India as a strategic global capability hub. Excellent leadership, communication, influencing, and customer-centric mindset with strong execution capabilities. Preferred industry background: Automotive, Industrial Manufacturing, Engineering , Technology, or other multinational organizations with mature GCC/GBS operations.