Job SummaryThe purpose of this role is to ensure efficient execution of the GBS processes under Captive scope and manage interlocking activities with the outsourcing partner to achieve the customer-agreed service level agreements (SLAs) and service goals. In addition this person is responsible for execution of internal controls, approvals, escalations, driving internal alignment, process improvement and act as a guardian of IFFCO policies.Roles & ResponsibilitiesStrategic Direction Setting

• Provide input to GBS service scope expansion decisions.
• Support strategic GBS resource planning for specific end to end process/ segment area
• Provide input to GBS operational performance metric and target level setting based on alignment with GPO and segment leadership
• Provide input to prioritization of transformation projects across GBS.
• Act as a guardian of IFFCO policies and first line of defense for internal controls

Service Delivery Execution

• Ensure delivery of GBS services in accordance with customer-agreed metrics and targets (i.e. SLAs).
• Providing oversight, ensuring compliance and preforming checks on the activities performed by the 3rd party provider
• Service delivery Point of escalation in IFFCO for process non-compliances/ escalations
• Interlock with BU Segments for S2P end-to-end processes
• Implement GBS Talent Management, training and development strategy within captive
• Provide tactical support and issue resolution to internal and external customers.
• Support Knowledge transfer activities for future work transitioning to 3rd party provider
• Manage GBS specific controls and approvals (as applicable)
• Maintain business continuity and risk management plans

KPIs

• Timely month end closure including approvals and follow ups within IFFCO retain teams, Track and report defined SLAs with vendor and other month end close metrics
• Timely escalation and Report number of escalations, status and resolution timelines.
• Monitors and reports controls failure
• Continuous improvement Initiatives effort/ time spent in CI initiatives on process transformation and scope expansion
• Time spend in training and upskilling captive team

Work experience requirementQualificationMust have a degree inCompetenciesCommunicating effectivelyCustomer CentricityOwnership & Result OrientationPlanning & Decision MakingSelf and Team ManagementBusiness Unit: Global Business services (7729)Business Group: Global Business Services (7728)

IFFCO