Finance Operations & Service Delivery Lead, GCC

How will you CONTRIBUTE and GROW?As part of the "Fit" organizational transformation, the GBS is accelerating its evolution into a unified, global organization. The Lead for Finance Operations and Service Delivery ensures that the center operates with an outcome-oriented mindset, delivering services efficiently, effectively, and transparently. You will be responsible for the overall service management framework, leveraging best-in-class models and technologies to drive sustainable performance and customer centricity.

Key Responsibilities (Scope is limited to Finance processes)

1. Service Delivery & Operational Excellence

• Service Delivery Framework: Ensure consistent implementation of common service management capabilities, including the service catalogue, service level management, risk management, and internal controls.

  
  

• Performance Uplift: Deliver and improve current KPIs focusing on operational excellence aligned with the global business strategy.

  
  

• "One GBS" Governance: Work closely with peer Service Delivery Leads (SDLs) across regions to co-create a unified operating model, including global KPI frameworks and Power BI dashboards.

  
  

• Agreements Management: Support change management for service-related formal agreements, including SLAs, OLAs, and balanced scorecards.
   

  
  

2. Customer Experience (CX) & Stakeholder Management

• Customer-Centric Culture: Foster a "Service and Solutions" mindset by leading the regional adoption of CX metrics (NPS/CSAT) and using journey mapping to resolve pain points.

  
  

• Strategic Partnerships: Maintain long-term, reliable relationships with GBS stakeholders and business partners, conducting satisfaction follow-ups to align strategy with affiliate needs.

  
  

• Escalation Management: Serve as the single point of contact for urgent tactical escalations and supervise critical issues requiring cross-tower alignment.
   

  
  

3. Reporting & Data Insights

• Metrics Management: Maintain, analyze, and report on organizational, customer, financial, and operational metrics.

  
  

• Reporting Strategy: Set the direction for overall reporting needs and lead initiatives to advance data-driven insights.

  
  

• Support to Functions: Assist GBS Functions in monitoring service performance levels and ensuring accurate reporting across all towers.
   

  
  

4. Continuous Improvement & Transformation

• Digital Transformation: Provide operational inputs to the Finance technology roadmap and leverage automation to improve efficiency and reduce cycle times.

  
  

• Process Standardization: Drive simplification and standardization of processes while adhering to internal controls and compliance requirements.

  
  

• Growth & Scope: Constantly assess opportunities to increase the scope of services to help the organization achieve further efficiency and scalability.
   

  
  

5. AMEI and ALAM Finance Operational Focus (via BOT partner)

• Evolve the Finance tower into a best-in-class unit that is able to scale and continuously grow to deliver high-quality services as the organization expands.

  
  

• Ensure compliance with internal controls and monitor operational and compliance risks, developing mitigation strategies as needed.

  
  

• Deliver and uplift current KPIs focusing on operational excellence aligned to the overall business strategy.

  
  

• Drive a culture of continuous improvement using analytical data to measure performance, execute improvement plans, drive down transaction cost, reduce cycle time, and improve responsiveness to customer needs.

  
  

• Contribute to and provide operational inputs to the Finance technology roadmap, leveraging technology advancement to drive up operational efficiency.

  
  

• Constantly review and assess opportunities to grow and increase the scope of services to help the overall organization achieve further efficiency.

  
  

___________________Are you a MATCH?Requirements

• Experience: 15+ years of experience in Finance Shared Services/GBS, ideally within a GCC environment.
   

  
  

• Technical Skills: Strong knowledge of service management and experience in stakeholder management
   

  
  

• Leadership: Proven track record in transformation and change management with the ability to lead a service delivery mindset with an outsourced provider
   

  
  

• Certification: Six Sigma certification preferred.
   

  
  

• Soft Skills: Excellent interpersonal skills with the gravitas to influence senior stakeholders and build productive relationships.
   

  
  

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.