Global L&D Operations Shared Services Senior Director

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

The Global L&D Operations Shared Services Senior Director is a significant strategic and operational leadership role within the Global L&D function that will enable us to continue enhancing shared services delivery at scale to our rapidly growing business. This person will oversee the expansion of the L&D Shared Services roadmap within BCG; working with multiple business units and countries to facilitate the centralization and transition of key L&D processes to shared services and running the related operations. This is a pivotal leadership role requiring a visionary thinker who can operationalize strategy and inspire high-performing teams to achieve exceptional results.

This role has direct responsibility for L&D Shared Services Operations performed in Global Services New Delhi and will have strong collaboration and working relationships with our other operations shared services teams in Costa Rica, and potentially Lisbon in the future.

This role will help shape the future success of this team ensuring we put our learner experience at the heart of how we shape our processes of the future.

As part of running these activities the job holder will be responsible for:

• Shared Services Expansion: Drive innovation in service delivery models to enhance scalability, efficiency, and learner experience at a global scale
• Continuous Improvement and Quality Assurance: Review, design and define processes and recommended measures for continuous improvement in internal controls and optimized business processes;
• Measuring and Reporting: Develop, manage and implement KPIs (Key Performance Indicators) and KRIs (Key Risk Indicators) for our three shared services hubs. Provide visibility to cross-functional leaders on the service levels and efficiencies attained;
• People Management: Build, manage and develop a strong, engaged & high performing team, multiskilled in all aspects of L&D operations support and fostering collaboration across cultures and geographies; Comprehensively represent L&D’s New Delhi hub including smaller L&D sub teams of other L&D functions.
• Collaboration: Develop and maintain effective business partnerships and a strong network of key global stakeholders, as well as a partnership with broader Functional Shared Services teams, Operations and IT to continuously optimize the shared services delivery and leadership model.
• Technology: Leverage state of the art technology to streamline operations and enhance learner experiences

Multiple functions within BCG have teams based in our Delhi and NXC Hubs. This role will be expected to collaborate and strengthen relationships with leaders of cross-functional teams and businesses as needed.

We already have a strong foundation; we are now looking to expand and continue to improve and achieve the highest level of effectiveness and efficiency across the function and business. This is critical to support our business, which is growing fast and diversifying significantly. As part of the roadmap, we expect to move more activities into Global Services Delhi, Nexus Costa Rica and other Hubs. Consequently, other key aspects of the role will be to:

• Work alongside other L&D Leaders across the world to identify activities which can be delivered from the Hubs
• Drive harmonization of processes & controls and implementation of best practices across the BCG business
• Support related cost/benefit analysis and implementation planning and execution - including defining KPIs, Service Delivery levels, Staffing Requirements, and Onboarding and Training Plans
• Transfer activities with minimum disruption and maximum service

Additionally, this role will also be a key member of the GS Delhi office leadership team. In this capacity the job holder is expected to contribute to the overall employee value proposition, attraction, retention, affiliation, safety and security of GSD employees.

You’re good at

Operational Excellence to ensure the quality and consistency of the process outcomes.

People Leadership to provide direction and mentoring to a newly established and rapidly expanding team, fostering a culture of service excellence, growth and collaboration.

Service Orientation understanding what it takes to provide good client service, how to motivate a team to do the same, and how to address service failures. 

Intellectual curiosity and agility to understand your role’s impact within the broader picture, wide variety of approaches and interdependencies.  

Stakeholder management skills sufficient to understand the needs of the various business units; executive presence to persuade business units to converge to standardised processes; collaboration & teamwork to work jointly to close differences in expectations and delivery; and when things go wrong, for there to be successful resolution. 

The ability to build collaborative relationships with peers around the world such that new opportunities for activities to be moved to the hub are identified and realised 

In addition, the table stakes capabilities for a role of this nature: 

• Client focussed individual with experience implementing process changes 
• Ability to develop innovative solutions and process design, including standardization, in a fast paced and demanding environment 
• Business acumen and ability to think conceptually to identify and address future challenges and opportunities, often in an ambiguous environment 
• Ability to lead the transition of processes, balancing pace of transition with management of risk and change 
• Maintain, coach and lead a top calibre team to provide these services 
• Affinity for technology’s ability to drive efficiencies and enhance service delivery  
• Performance reporting of service and cost delivery  
• Ability to develop concrete rationale and business case for all new opportunities, while seeking and identifying additional opportunities to expand the scope of business.
• Ability to get deep knowledge of processes quickly and use this to form strategic direction and action planning

What You'll Bring

• Bachelor's Degree in Business, Human Resources, Organization Development or other related field is required; advanced degree preferred
• A minimum of 15+ years of work experience with progressively increasing levels of responsibility, preferably within a global professional services firm and with a minimum of 10 years managing teams and growing and developing others
• Experience leading and delivering operational capabilities in a shared services environment within a global organization; driving output and getting things done
• Experience working with Workday, ServiceNow and SABA
• Ability to perform successfully in a fast-paced, intellectually intense, service-oriented and matrix-structured environment and to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG’s values and culture
• Excellent relationship-building skills and a passion for helping others to develop
• Maturity and seasoning that engenders respect and trust from others; good judgment, professionalism, strong interpersonal skills, and a collaborative style 
• High integrity, tact, a positive attitude, and an ability to maintain absolute confidentiality 
• Proven analytical capabilities; a quick study; a bright executive with a can-do attitude, a creative solution seeker and a readiness to try new approaches; decisive, pragmatic, and reason-minded 
• Proven experience in working in a multi-national, cross-geographic environment. You must possess strong intercultural skills, including the ability to adapt to cultural differences and communicate effectively in a multinational environment.
• Comfortable in both working in detail and understanding the big picture; able to consider the ramifications of decisions on various constituencies 
• Strong change management skills and results-oriented approach
• Excellent communication skills and poise; cross cultural understanding, fluent in English

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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