Vice President, Process Lead, Global Business Services

Description

The Vice President, Process Lead, Enterprise Business Services is the driver of enterprise process creation and delivery, accountable for defining, governing, and continuously improving global business processes delivered through the GBS operating model. Reporting to the Head of Enterprise Business Services, the Global Process Lead ensures that processes across GBS, retained organizations, and third-party providers are standardized, performance-driven, digitally enabled, and aligned to enterprise strategy. This role serves as a guide to the community of Global Process Owners (GPOs) and as a strategic partner to GBS leadership, translating business priorities into scalable, high-performing global processes that drive cost efficiency, experience, resilience, and growth.

Enterprise Process Ownership & Governance

• Establish and own the enterprise-wide process ownership framework across all GBS-managed processes
• Guide and influence the community of Global Process Owners (GPOs)
• Ensure established global processes drive measurable outcomes across standards, policies controls and decision rights
• Provide leadership as part of enterprise process governance and cross-functional forums
• Ensure alignment of key processes across retained organizations, GBS delivery teams and external service providers

GBS Alignment & Value Delivery

• Partner with the Head of Enterprise Business Services to define and execute the GBS value agenda
• Ensure processes are designed for global scale, right shoring and multi-vendor delivery
• Drive measurable outcomes across cost, productivity, quality, risk and customer/employee experience
• Support GBS transitions, expansions and transformations with strong process leadership

Talent, Capability & Culture

• Build and sustain a strong process leadership bench within the GBS organization
• Partner with Human Resources to define capability requirements and development opportunities for GPOs and process teams
• Coach and mentor GPO leaders to operate as enterprise leaders
• Embed a culture of continuous improvement, standardization and value realization

Executive & Stakeholder Engagement

• Act as a trusted advisor to GBS leadership and other ELC executives
• Partner closely with Finance, Risk, Compliance, HR and Tech leaders to ensure enterprise alignment of key processes
• Responsible for ensuring partnership with Tech to ensure tech-enablement of key processes is incorporated appropriately into business plans
• Represent GBS process excellence in executive, board-level and external forums
• Engage with strategic advisors, benchmarking organizations and peer networks

Qualifications

Required Qualifications and Competencies

• Bachelor’s or Master’s degree in Business or relevant area of study
• 15+ years in enterprise operations, GBS, or large-scale transformation roles
• Proven experience leading others in global, matrixed organizations
• Deep understanding of GBS operating models, shared services and outsourcing
• Demonstrated success at driving process standardization, digitization and value realization
• Experience engaging with executives, framing strategic issues, presenting recommendations, and supporting informed decision-making
• Ability to influence and deliver through others without direct ownership, particularly by establishing relationships
• Enterprise and systems thinking: Demonstrated ability to think holistically across the organization, understanding interdependencies between systems, processes, and teams, and designing solutions that optimize outcomes at the enterprise level rather than within silos
• Demonstrated ability to assess stakeholder needs, creatively approach solutions, decide and influence appropriate courses of action
• Demonstrated process optimization experience at the enterprise level, deep knowledge of process improvement methodologies such as LEAN, six sigma, value stream mapping, etc., and the ability to link process optimization directly to business results and outcomes
• Executive communication and storytelling: Ability to craft clear, compelling narratives that translate complex strategy, data, and trade-offs into concise, persuasive messages that drive alignment and decision-making; ability to articulate complex ideas in easy-to-understand business terms to others
• Business acumen and financial judgment to provide input to business cases
• Change leadership at scale: Proven experience leading large-scale, multi-stakeholder change, aligning leaders and teams across the enterprise to adopt new ways of working, capabilities, and behaviors
• Proven commitment to building leadership capacity through coaching, talent development, and succession planning to ensure long-term organizational strength and continuity

Success Measures

• Improved end-to-end process performance across GBS-managed scope
• Quantified and sustained value realization aligned to GBS targets
• High maturity of global process ownership and governance
• Strong stakeholder confidence in GBS as a value-driving organization
• Engagement and effectiveness of the GPO leadership community