GBS Operations Director - Order to Cash

adidas - Porto, Porto



Tipo contrato
Contrato de serviços
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GBS Operations Director - Order to Cash
Número de vagas
Descrição da função
Purpose & Overall Relevance for the Organisation:


The GBS Operations Director O2C will be accountable for leading the operational delivery of an O2C business process operated by GBS. This includes ensuring that enough structure and resources are in place to execute the transition roadmap, delivery of people and process changes (i.e. own the people plan) and delivering to the PEX budget for operational teams in own area. This position will be responsible for the recruitment, coaching and performance management of his or her direct reports and support the recruitment of Team Leaders when applicable.

The GBS Operations Director O2C will act as a single point of contact in the GBS Center for the corresponding end-to-end process owner, and drive alignment and consistency across the process across all markets which he or she serves.

He or she will be responsible for reactive customer resolution and act as the highest level of escalation for the business customer (S level, M1) for services issues relating to the corresponding process, and will input into proactive continuous improvement activity which is driven by the Process and Delivery Excellence teams.

He or she will be expected to input into the transition strategy from an inbound perspective, to ensure that the operational implications of and acceptance criteria for transitioning the service from the function or market where they are currently delivered to the GBS Center are well articulated and understood. 


Key Responsibilities:

  • Drive operational delivery of an end-to-end process, managing PEX budget for operational teams in own area, acting as a SPOC for the end-to-end process owner, and creating alignment and consistency across process and across markets
  • Build the appropriate structure to be able to manage the respective organization effectively, identify and develop the future talents and create realistic succession scenarios for key positions
  • Continuously monitor and evaluate team workload and organizational efficiency with the support of IT-systems, data and analysis and team feedback and make appropriate changes to meet business needs
  • Manage the Team responsible for the Cash Application, Dispute management and Credit and Collection
  • Support Continuous improvement initiatives and implementation of RPA and other technologies
  • Manage people and process changes
  • Manage recruitment, coaching and performance management of direct reports and Team Leaders in needed
  • Support the formulation of the transition strategy from an inbound perspective
  • Ensure that enough structure and resources are in place to execute transition roadmap (people plan)
  • Drive reactive customer issue resolution – highest level of escalation path for business customer (S level, M1)
  • Drive governance and compliance of the services provided, against GBS frameworks, as well as ensuring compliance to local privacy and security regulations for the markets served
  • Support and provide appropriate challenge to the SLA definition and agreement process and drive achievement of SLAs
  • Implement and deliver area KPIs
  • Support proactive continuous improvement activity (driven by Process and Delivery Excellence teams)

Knowledge, Skills and Abilities:

  • Comprehensive understanding of one of E2E-processes, in this case O2C, operated by GBS, including the systems used to support it
  • Excellent communication, people management and change management skills as well as ability to manage relationships professionally
  • Complete familiarity with Microsoft Office tools
  • Excellent English language proficiency
  • Experience of leading culturally diverse teams
  • Ability to provide a clear framework for performance to direct reports, wider team
  • Ability to coach, guide and manage a team
  • Ability to work in a fast-paced environment with different international cultures
  • Fluent English (verbal and written),
  • Strong MS-Office skills (Word, Excel, PowerPoint), proficient in MS Office

Requisite Education and Experience / Minimum Qualifications:

  • Four-year college or university degree with focus on Business Administration, or related areas, or equivalent combination of education and experience
  • Minimum of 10+ years of progressive work experience in the operational delivery of these services, ideally in a shared service center, with leadership experience of an organization of similar scale and complexity of services


Titulação mínima
Frequência universitária
Experiência exigida
10 Anos
Não definido
Não definido
Area funcional
Não definido
Aptidões necessárias



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