GBS Senior Director, GBS Performance

Job Title: GBS Senior Director, GBS Performance

Location: Lisbon, Portugal

The GBS Senior Director, GBS Performance, is a member of the GBS COO Leadership team reporting to the COO, Global Business Services. The role is accountable for managing, controlling and reporting on GBS Performance and service experience across all service lines.  Working in collaboration across the leadership teams of GBS, this critical role oversees a team of specialists that are accountable for Operational Excellence, Performance monitoring and reporting, Risks and Controls, Policies, Governance and experience. In addition, this role leads a network of GBS site leaders to ensure alignment across all GBS locations.

This is a critical role in the delivery of GBS services across AstraZeneca and requires an individual who understands GBS excellence with a proven track record of on the ground delivery across a wide range of services, from transaction to consulting.

What you will do:

Shape the performance and experience strategy:

• Develop and implement the strategic plan for GBS performance management and service experience with the GBS leadership team, aligned to the GBS and AstraZeneca strategy.   Plans will evolve with the ongoing growth and transformation of GBS.  Bring external and internal thought leadership to the solutions.
• Understand the different types of services, different GBS customers, and demands on GBS to input into the performance and customer experience strategy as GBS evolves.

Operationalise the performance strategy:

Operational Excellence:

• Manage the performance of GBS services, ensuring quality, risk management, service delivery excellence, cost-effectiveness and continuous improvement initiatives across all service lines.
• Drive Innovation within GBS, including the adoption of new technologies, processes or business models that can enhance service delivery or efficiency
• Set and own critical definitions of GBS services, including service definition frameworks, SLAs and KPIs.  On Transition into GBS provide critical frameworks and standards to ensure consistency across GBS service lines.

Service Experience:

• Develop a customer satisfaction strategy and plan to meet customer needs and expectations whilst driving increased efficiency and productivity

People Leadership:

• Lead, mentor and develop a high-performing team. Foster a culture of accountability, delivery, strategic thinking and performance orientation.
• Support the COO to manage the network of GBS site leaders to ensure strong alignment of performance & service experience management including performance management of KPIs critical to site performance including recruitment and employee engagement. 

Financial Management:

• Working with the finance business partner to ensure GBS performance management is aligned to GBS recharge and service costing policies.

Risk Management:

• Identify, assess and mitigate operational and business risks associated with GBS activities, including SOX and other financial controls, Business Continuity Plans and Compliance risk and requirements. 

GBS Operating model:

• Own and manage the GBS Operating Model governance to ensure effective running of the organisation to deliver GBS scorecard and objectives.

Essentials:

The ideal candidate will have significant experience in SSC / GBS service delivery and be passionate about leading change and excellence in delivery. You will have delivered best practice, be results-oriented and have experience of delivering outcomes across matrix design organisations, influencing across a broad range of stakeholders and delivering through others.  You will drive decision-making and will be willing to take considered risks by challenging the status quo. You are motivated by a fast-paced and dynamic business environment, lead through ambiguity positively and get results by influencing.

• Extensive experience (10 years plus) of working at a senior level in Global Business Services / Shared Services operations across multiple functions with a detailed understanding of customer-focused service management frameworks.
• Proven track record of leading service performance and management to deliver benchmarked GBS performance metrics and outcomes.
• Significant experience in setting up and leading operational excellence/continuous improvement programmes and influencing multi-functional teams to deliver productivity targets.
• Experience in leading a risk, controls, and compliance function across GBS to be seen as a trusted partner of GBS operations.
• Experience of implementing effective GBS governance, which drives business outcomes and is agile and fit for purpose.
• Strong analytical and problem-solving skills, with the ability to identify priorities which focus on areas that add the most value and develop effective solutions.
• Experience in budget setting, cost management and performance management.
• Experience in leading and building a high-performance, inclusive, and diverse team and culture
• Strong leadership and team management skills with the ability to clearly communicate/ influence employees through major changes, capable of building strong relationships across a matrix organisation

Preferred:

• Significant global experience & broad perspective in the pharmaceutical industry
• Experience with Service Now performance management
• Relevant certifications in quality management e.g. Six Sigma, Lean
• Experience with delivering reporting solutions

Why AstraZeneca?

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

AstraZeneca is where scientific leadership changes patients’ lives! With science at its heart, this is where breakthroughs born in the lab become transformative medicine for the world’s most complex diseases. We strive to understand diverse populations' needs and act accordingly, striving to transform healthcare for everyone. Our ground-breaking pipeline promises a bright future with exciting opportunities. Be proud to take your place in our global enterprise as we lead the way for healthcare and society.

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AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.