Job Description

Head – Global Capability Center (GCC) - India

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Objective of the role:

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The Head – Global Business & Shared Services Center will provide strategic and operational leadership for our client's India Global Capability Center (GCC), a critical enabler of its global manufacturing operations. The role will lead a multi-functional shared services environment supporting IT, Finance, HR, Procurement, Customer Services, and other enterprise functions that directly enable global manufacturing plants, engineering, R&D;, and supply chain operations.

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The role carries overall responsibility for service delivery, operational governance, transformation, business continuity, process excellence, stakeholder management, and organizational growth across multiple locations, while positioning India as a strategic global capability hub supporting the organization's worldwide manufacturing footprint.

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Key Responsibilities

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1. Strategic Leadership & Site Management

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- Lead the India Global Business & IT Services Center as a strategic business entity.

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- Provide leadership, direction, and governance across multiple plant locations.

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- Establish a high-performance culture focused on accountability, collaboration, and continuous improvement.

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- Drive execution of the long-term growth strategy for the India Global Capability Center.

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1. Global Service Delivery Leadership

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- Ensure reliable end-to-end service delivery across:

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- IT Services

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- Finance & Controlling

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- Human Resources

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- Procurement & Supply Chain

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- Customer Services

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- Other Global Business Support Functions

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- Support multiple global manufacturing plants, R&D; centers, corporate offices, and business units across the Group.

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- Drive operational consistency, scalability, and service excellence across all functions

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1. Multi-Site Operational Management

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- Oversee operations across multiple locations.

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- Optimize resource utilization between locations.

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- Eliminate duplication of activities.

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- Ensure standardized operating practices across sites.

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1. Process Governance & Operational Excellence

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- Establish end-to-end process ownership across global functions.

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- Define governance frameworks, KPIs, SLAs, and performance metrics.

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- Monitor operational performance and drive corrective actions where necessary.

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- Ensure business continuity, operational resilience, and risk mitigation.

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1. Transformation & Continuous Improvement

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- Lead enterprise-wide transformation initiatives.

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- Standardize and harmonize global business processes.

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- Drive Lean, Six Sigma, and Operational Excellence initiatives.

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- Improve productivity, quality, cost efficiency, and customer experience.

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1. Digital & Technology Enablement

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- Lead digital transformation programs leveraging:

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- Artificial Intelligence

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- Automation

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- Robotics (RPA)

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- Workflow optimization

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- Analytics

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- Self-service platforms

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- Partner with global IT teams to enable technology-driven service improvements.

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1. Governance, Compliance & Financial Stewardship

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- Ensure compliance with statutory, regulatory, audit, tax, and internal control requirements.

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- Oversee budgeting, resource planning, and investment business cases.

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- Support financial governance and business planning for the India entity.

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1. Stakeholder Management

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- Build trusted relationships with senior leadership across:

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- Global Headquarters

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- Regional Leadership Teams

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- Business Units

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- Manufacturing Plants

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- CIO / CFO / CHRO organizations, R&D; Centers

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- Represent the India Global Business & IT Services Center in executive leadership forums.

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- Influence global decision-making and strategic initiatives.

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1. Customer & Service Excellence

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- Foster a customer-centric service culture.

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- Measure internal customer satisfaction through structured Voice of Customer (VoC) mechanisms.

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- Drive continuous improvements based on stakeholder feedback.

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- Establish the India center as a benchmark for global service delivery.

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1. Growth & Strategy

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Should have experience:

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- Building 3–5 year roadmaps

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- Scaling organizations

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- Expanding service portfolios

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- Building new capabilities

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- Driving organizational maturity

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- Establishing new service lines

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Candidate Criteria:

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- 20+ years of leadership experience in multinational organizations, with a strong background in Global Capability Centers (GCC), Global Business Services (GBS), or Shared Services.

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- Proven experience in setting up, scaling, or transforming a Global Business & IT Services organization supporting IT, Finance, HR, Procurement, Customer Services, and other corporate functions.

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- Demonstrated success in leading large cross-functional teams (300–1,000+ employees) across multiple locations and global regions.

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- Strong experience in global stakeholder management, collaborating with Headquarters, Regional Leadership, Executive Boards, C-level leaders, Manufacturing Plants, R&D; Centers, and Business Units.

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- Proven track record in digital transformation, automation, AI, process harmonization, operational excellence (Lean/Six Sigma), and continuous improvement, delivering measurable efficiency and productivity gains.

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- Experience in outsourcing, insourcing, transition management, and managing vendor and strategic outsourcing relationships.

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- Strong exposure to ERP platforms, workflow automation, shared services, and case management systems.

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- Experience in governance, compliance, audit, statutory controls, financial oversight, budgeting, business continuity, and service delivery management within multinational organizations.

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- Experience in mergers, business integrations, post-merger harmonization, and organizational change management.

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- Knowledge of service maturity assessments, benchmarking, KPI/SLA governance, and best-in-class global operating models.

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- Proven ability to develop and execute 3–5 year growth strategies, expand service portfolios, and position India as a strategic global capability hub.

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- Excellent leadership, communication, influencing, and customer-centric mindset with solid execution capabilities.

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- Preferred industry background: Automotive, Industrial Manufacturing, Engineering, Technology, or other multinational organizations with mature GCC/GBS operations.

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