Director, Process Transformation GBS

Job Description – Process Transformation Director GBS

Location: Global – part of the Global Business Shared Services organization

Reports to: VP GBS

Scope: Global (Americas, EMEA, ASIA)

Purpose of the Role

The Process Transformation Director will lead the digital, analytical, continuous improvement, and change capabilities within Global Business Services (GBS), whilst ensuring SOX controls are rigorously upheld to maintain a robust and trusted internal control environment

This role is responsible for building and executing the GBS Digital Roadmap, driving automation, enabling data-driven decision-making, and ensuring successful change adoption globally.

The position acts as the strategic connector between GBS, the business, and IS, accelerating transformation across all service lines.

Key Responsibilities

1. Digital Strategy, Automation & System Expertise

• Build and maintain the GBS Digital Roadmap, ensuring alignment with enterprise priorities.
• Identify and drive automation opportunities (RPA, workflow, system optimization, etc,).
• Lead a team of Digital and System Experts responsible for configuration, optimization, and functional support of GBS-relevant systems (Blackline, SmartClose, etc.) and new systems as well.
• Act as the primary interface between GBS and IS for digital initiatives and technology delivery.
• Introduce and pilot new digital capabilities that add value to GBS and the business.

2. KPI, Analytics & Insights

• Lead the centralized KPI & Analytics capability, ensuring reliable, standardized dashboards.
• Strengthen data governance for operational and performance data whilst ensuring SOX regulatory requirements for financial reporting and controls are met.
• Provide insights that support decision-making, service improvement, and value demonstration.
• Promote a culture of data literacy and data-driven management across GBS.

3. Change Management & Adoption

• Lead the change management strategy for all GBS projects and digital initiatives.
• Develop communication, engagement, and training programs to ensure adoption.
• Guide project sponsors and stakeholders through transformation journeys.
• Establish repeatable change frameworks to support global rollouts.

4. Continuous Improvement (CI) Leadership

• Build and lead the Continuous Improvement capability within GBS.
• Drive Lean, standardization, root-cause analysis, and value-stream improvement initiatives.
• Work in strong partnership with Global Business Process Owners (GBPOs) to ensure process governance and scalability.
• Embed CI methodologies to accelerate maturity from Level 2 to Level 4 (Strategic Partner).

5. Transformation Program Leadership

• Partner closely with PMO, Global Business Process Owners, Operations, the Business and IS to deliver end-to-end transformation.
• Ensure alignment of priorities, resources, timelines, and outcomes.
• Promote harmonization across regions and processes.
• Challenge the status quo and champion modern, digital ways of working.

6. People Leadership

• Build and develop a high-performing team across system expertise, analytics, CI, and change.
• Define skill development and career paths for digital and transformation roles.
• Promote collaboration, innovation, customer focus, and continuous learning.

Required Qualifications & Experience

• 8+ Experience coordinating Digital / IS projects with the business or in Transformation or Digital Transformation
• Strong background in digital tools, automation, and system configuration/optimization.
• Experience with end-to-end processes (P2P, O2C, R2R, HR services, etc.).
• Proven success in managing global change and transformation programs.
• Strong stakeholder management in a complex matrix organization.

Core Competencies

• Strategic thinking & digital mindset
• Influence and business partnering
• Leadership of multidisciplinary teams
• Data-driven decision making
• Agile execution & adaptability
• Strong communication & change leadership
• Customer and service orientation