Job SummaryThe purpose of this role is to ensure efficient execution of the GBS Sales processes and manage interlocking activities with the outsourcing partner to achieve the customer-agreed service level agreements (SLAs) and service goals.In summary, the GBS Sales Intelock is expected to:

• Support the GBS Sales strategy, ensuring alignment with the organization\'s goals.
• Deliver operational excellence, optimizing processes and reducing costs.
• Foster a culture of continuous improvement and innovation within the GBS team.
• Build strong relationships with BU stakeholders.
• Maintain a high level of compliance and risk management within GBS operations.
• Lead by example, demonstrating a commitment to the organization\'s values and ethical standards.

Roles & ResponsibilitiesStrategic Direction Setting

• Provide input to GBS Sales service scope expansion decisions.
• Support strategic GBS Sales resource planning for specific end to end process/ segment area
• Provide input to GBS Sales operational performance metric and target level setting based on alignment with GPO and segment leadership
• Provide input to prioritization of transformation projects across Sales .

Service Delivery Execution

• Ensure delivery of GBS Sales services in accordance with 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 end-to-end Sales 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 GBS
• Manage GBS specific controls and approvals (as applicable)
• Maintain business continuity and risk management plans

Process Excellence

• Implement best practices and continuous improvement initiatives to enhance operational efficiency and service quality.
• Ensure compliance with relevant regulations and industry standards.

Stakeholder Engagement

• Collaborate with key stakeholders across business units to understand their needs and provide tailored GBS solutions.
• Build strong relationships with internal and external clients to drive customer satisfaction.
• Collaborate with regional business leaders and functional heads to understand their needs and align GBS services accordingly.
• Act as the primary point of contact for regional stakeholders and ensure their satisfaction with GBS services.

Change Management

• Drive change management initiatives within GBS and support organizational change efforts across the region.

KPIs

• Timely month end closure: Track and report defined SLAs with vendor and other month end close metrics
• Timely escalation: Report number of escalations, status and resolution timelines
• Controls failure
• Continuous improvement Initiatives: effort/ time spent in CI initiatives on process transformation and scope expansion

Work experience requirementProven experience in leading operations in supply chain planning or customer service or sales with minimum 5+ years of experienceMust have worked with the ERP(Oracle/SAP)QualificationMust have a Bachelor Degree in Commerce, Marketing, Business Administration, or a related field.CompetenciesBalances StakeholdersOwnership & Result OrientationSelf and Team ManagementStrategic ThinkingTeam workBusiness Unit: Global Business services (7729)Business Group: Global Business Services (7728)

IFFCO