About the Company A wholly owned subsidiary of Swire Shipping Pte. Ltd., Swire Digital Centre (SDC) was established in April 2019 to provide multi-functional support in the areas of Business Process Services, Digital Transformation & Emerging Technology. This would support and strengthen Swire Shipping’s growth in its core Businesses & Operations globally.

Since its incorporation, SDC has grown rapidly in size and scope of functional support that it provides and has demonstrated significant value & business impact. It remains poised to grow further and expand the number of services offered across the Swire Shipping network. In addition, SDC provides services to other companies across the wider Swire group.

Role Purpose (Why do we need this role?)

To provide strategic leadership in shaping and strengthening Swire Shipping’s global operating model by developing SDC as an integrated, scalable and high-performing shared services and capability center. The role translates business strategy into an effective service-delivery model across functions, including Customer Success, commercial, Operations, Finance, People, Technology, and other Help Desk services.

To partner with business and functional leaders to simplify and standardize processes, clarify accountabilities, embed effective governance and controls, and accelerate digitalization, automation and continuous improvement, delivering measurable gains in service quality, productivity, scalability, resilience and stakeholder experience.

To build SDC’s long-term capability, leadership and commercial discipline, enabling responsible expansion of services across the wider Swire group while protecting capacity, service quality and delivery commitments to Swire Shipping.

Role Accountabilities (What is this role responsible for delivering?)

Strategy, Planning and Stakeholder Management

- Set SDC’s strategy and operating plan in alignment with Swire Shipping’s priorities, defining the service portfolio, operating model, investment roadmap, value outcomes and clear accountabilities with business and process owners.
- Manage SDC’s financial planning and performance within the direction, governance, and priorities set by Swire Shipping, including budgets, resource costs, productivity targets, investment business cases, cost allocation or charging arrangements, and tracking of agreed benefits.
- Identify and develop opportunities, to provide additional services to other Swire group companies, supported by clear business cases, service agreements, charging arrangements, governance, implementation plans, and performance measures, while ensuring service delivery to Swire Shipping is not compromised.
- Maintain an appropriate cadence of meetings between SDC teams and business stakeholders, adjusting frequency to service needs, performance, and maturity. Review service expectations, KPIs, and commitments regularly, and where performance falls short or requirements change, promptly implement corrective actions, realign expectations, and reset KPIs as appropriate.
- Provide advice, analysis and recommendations to support executive decisions on SDC strategy, priorities, performance, investment and growth.

Service Delivery and Operational Excellence

- Establish a robust and sustainable service-delivery framework with clear service ownership, operating standards, service agreements, controls and KPIs; ensure accurate, high-quality and resilient delivery across SDC’s portfolio.




- Lead the transition and ongoing delivery of services within SDC, under the direction of relevant business stakeholders and Swire Shipping process owners. Ensure effective knowledge transfer, operational readiness and stabilization, then continually streamline and optimize delivery to improve productivity, reduce manual effort and achieve sustainable headcount efficiencies without compromising service quality or controls.
- Implement the digital, automation, data, analytics, and AI priorities set by Swire Shipping, ensuring solutions are effectively adopted within SDC and deliver measurable improvements in service quality, productivity, scalability, controls, and stakeholder experience.
- Embed continuous improvement through process simplification, standardization, performance analysis and stakeholder feedback, converting identified opportunities into measurable improvements in cost, quality, speed and customer experience.
- Build centers of excellence and manage third-party providers where required, ensuring specialist capability, contractual and financial discipline, and consistent end-to-end service performance.

Governance, Risk and Compliance

- Ensure compliance with the Companies Act, 2013, applicable corporate governance requirements, industry regulations, licensing conditions, and other statutory obligations. Establish and maintain effective internal controls and compliance frameworks covering financial reporting, statutory records, disclosures, labor laws, taxation, environmental requirements, data protection, and anti-bribery and anti-corruption obligations.
- Work with the Board and relevant stakeholders to identify, monitor, and mitigate legal, regulatory, operational, financial, and reputational risks. Promptly escalate material compliance breaches, regulatory investigations, litigation, and significant risks, ensuring appropriate corrective actions are implemented.
- Promote a culture of integrity, ethical conduct, and compliance, supporting the Board in fulfilling its fiduciary duties and ensuring management decisions align with the company’s legal and governance obligations.
- Maintain effective business continuity, disaster recovery, and operational resilience arrangements for all critical SDC services, ensuring plans are regularly tested and any material weaknesses are addressed promptly.
- Establish, maintain and enforce SDC policies and operating procedures, and demonstrate visible safety leadership by complying with Global Safety Standards, challenging unsafe acts or conditions, and taking responsibility for the safety of self and others.

People & Culture

- Shape an inclusive, customer-focused and performance-oriented culture that promotes innovation, collaboration, accountability and service excellence across SDC’s diverse workforce.
- Develop a strategic workforce and talent plan with clear roles, capability priorities, career pathways and succession coverage aligned with SDC’s current and future operating model.
- Establish effective demand forecasting, capacity planning, and resource-management processes to ensure SDC’s workforce capability and capacity remain aligned with current service requirements,



agreed productivity expectations, and the approved growth pipeline.
- Build and lead a high-performing SDC leadership team with explicit accountability for organizational design, performance management, employee engagement, retention, capability development, and succession planning, working collaboratively under Swire Shipping’s direction and consistently demonstrating Swire values.

People Management

- Lead employees to meet the organization’s expectations for productivity, quality, and goal accomplishment.
- Provide oversight and direction to the employees in the team in accordance with the organization’s policies and procedures.
- Plan staffing levels and work with Human Resources to recruit, interview, select, hire, and employ the right people within budgetary guidelines.
- Coach, mentor and develop staff, including overseeing new employees onboarding and providing career development planning and opportunities.
- Consciously create an engaging workplace culture that emphasizes the identified mission, vision, guiding principles, and values of the organization.
- Lead employees using performance management and development processes including goal setting, feedback, and performance development planning.
- Empower employees to take responsibility for their jobs and goals. Delegate responsibility, drive accountability and provide regular feedback for continuous improvement.
- Manage and maintain effective employee work schedules including assignments, job rotation, training, vacations and paid time off, cover for absenteeism, and overtime scheduling.
- Maintain two-way transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication.
- Deliver key people related activities in conjunction with the People Division that will lead to enhanced engagement and retention of team members.

Crisis Management

- Make every effort to be aware of and understand your role in the event of a crisis.
- Make every effort to attend any relevant training, simulations and or meetings relating to Crisis Management.
- Perform your role as best as possible in a calm and collaborative manner in line with the relevant policy and procedures in the event of a Crisis.
- Provide input and feedback towards the ongoing improvement of the Crisis Management framework and procedure.

Key Qualifications & Skills(What knowledge will ensure success in the role?)

Qualifications

- Relevant recognized degree or skilled qualification; a postgraduate qualification is preferred.

Technical Skills

- At least 15 years’ experience in shared services center management, including significant leadership responsibility for establishing, scaling or transforming multifunctional shared services or centers of excellence within a large, complex organization, captive center or BPO environment.
- Proven strategic and operational leadership across service-delivery governance, process standardization, performance management, digitalization, automation and continuous improvement, with a strong record of delivering measurable business value.

Professional Skills

- Strong stakeholder management, commercial acumen and change leadership, with the ability to influence senior leaders, lead large-scale transformation and build high-performing, customer-focused teams across cultures and functions
- Shipping industry experience is preferred.

📌 Head of Swire Digital Centre (Bengaluru)
🏢 Swire Digital Centre
📍 Bengaluru