This is a unique opportunity to build upon great foundations and make your mark within a newly created Head of Global Business Services role based in the Wakefield office.
Following a recent strategic review, the organisation has taken the opportunity to transform its support functions with the introduction of a shared service model to create a consistent, Group-wide employee experience that supports greater collaboration, enabled by digital capability.
The successful candidate will be responsible for the development of an already approved programme of global change and transformation that will shape and deliver a customer focused, consistent and compliant business services operation across the organisation to enable business success.
You'll need to be within reasonable commuting distance of Wakefield for this role.
About the role
The Head of GBS will be responsible for the direct leadership of the HR and Finance teams that sit within the shared service model, establishing a culture of service excellence, quality and continuous improvement. You will take responsibility for the support and further development of an approved change and transformation programme, with further global change anticipated over the next 3-5 years and drive the development of additional functional service lines within the Shared Service Centre's capability in line with Employee Experience and Excellence.
Building and developing excellent stakeholder relationships with customers across the business will be key, ensuring partnering agreements are maintained in line with expectations and best practise, whilst proactively review service offerings and service data metrics to help identify key trends and areas for improvement. Alongside this you will develop and implement effective process maps and operating procedures to support service delivery.
You will also be responsible for working alongside Technology and Corporate Services functions and oversee strategic roadmap for contact technologies to help grow capability and deliver on customer experience expectations.
Your application must be able to demonstrate proven experience of leading a Shared Service Centre within a complex organisation. Your application must also demonstrate functional experience within Operations (contact Centre/ Customer Services), Technology, Finance or HR.
You'll have exceptionally strong leadership experience, with a proven track record of delivering change and transformation programmes within a Shared Service Centre (or similar) environment. You'll also have expert stakeholder management capability at all levels through to C-suite. With strong knowledge of process and continuous improvement, your application will be able to evidence the design and implementation of performance metrics.
Our story and mission
Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we’re proud that everything we do is focused on achieving this purpose.
Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start.
At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.
We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.
Our rich experience means we’re uniquely positioned to understand the future of work and learning. And, we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, elearning technologies, executive leadership development, technical training and consultancy.
Our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone.
What we offer
We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.
You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.
Next steps and how to apply
If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV using the apply button.