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Operational Shared Services Lead

  • Full Time
  • On-Site - Bengaluru
  • 6 months
  • Project posted on: 29/07/2026
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Operational Shared Services Lead

  • Service Operations and Delivery
  • Customer Experience Management
  • Service Process Automation

On-Site - Bengaluru

Full Time

6 months

 29/07/2026

Assignment Details

The role is to own the design, transition and steady-state operation of the shared-services/GBS delivery model for non-finance operational towers — HR, IT Service Desk, Order Management, Pricing, Master Data Management and Analytics. Mirrors the Finance Shared Services Lead's remit for these towers, ensuring a consistent shared-services operating model across the enterprise.

 

Key Responsibilities:

 

During Design & Diagnose: 

  • Work with the relevant Business Process Leads and the delivery partner to determine which HR, order management, pricing, MDM and analytics processes are placed in the shared service centre versus retained
  • Co-design the service catalogue, SLAs, RACI and governance framework for these operational towers with the delivery partner
  • Provide input on sizing, location/sourcing strategy and retained-organisation design for these towers

Through Build, Rollout & Steady State:

 

  • Lead RCPL-side execution of process transition/cutover for HR, order management, pricing, MDM and analytics into the shared service centre
  • Own day-to-day performance management of the operational shared-services organisation against agreed SLAs and KPIs once live
  • Manage employee transfer and redeployment matters for these towers in coordination with HR and the Finance Shared Services Lead (for a consistent approach)
  • Own the controls environment for these towers and drive continuous improvement post-stabilisation.

 

Skills Required

Experience:

  • 8–12+ years in shared services / GBS operations spanning HR operations, order management or customer service, and/or IT service desk, including prior experience setting up or running a multi-function shared service centre
  • Experience with service management frameworks and SLA design across diverse, non-finance process types
  • MBA or equivalent preferred
  • Strong operating/service-management orientation across a broader, more diverse set of process types than a single-function specialist
  • Comfortable coordinating a shared-services organisation that spans HR, IT support, order management and data/analytics simultaneously
  • Able to hold an external BPO/SI delivery partner accountable for service-level commitments across these towers
  • Finance Controller & Transformation Lead (reporting line)
  • Finance Shared Services Lead (peer counterpart, for a consistent shared-services model)
  • IT Lead (on IT Service Desk tooling and MDM/analytics platform dependencies)
  • HR function (on transfers, redeployment and retention for these towers)
  • Delivery partner's shared-services/GBS design and transition team
  • On-time, in-scope transition of HR, order management, pricing, MDM and analytics processes into the shared service centre
  • SLA/KPI attainment across these towers post go-live (e.g. service-desk resolution times, order-processing accuracy, data-quality metrics)
  • Employee transition experience for staff moving into or out of the shared service centre
  • Sustained controls compliance across these operational towers

About the Client

A fast- moving consumer goods arm of a fortune 500 company

Industry

BPO & KPO Services

Experience Required:

6+ years

Additional Skills:

  • Shared Service Center (SSC) Operations
  • Service Delivery Management
  • Operational Excellence
  • IT Service Desk
  • Global Business Services
  • SLA & KPI Management
  • HR Shared Services

No of open positions:

1

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