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Global Business Services Regional Senior Manager

Job Summary

The Global Business Services (GBS) Senior Manager will be responsible for overseeing the daily operations of the regional shared services center for which they are assigned. They will be accountable for the quality, timeliness, and Service Level Agreement (SLA) achievement of all work transacted through the delivery center, as well as being co-accountable for the quality of the Business Process Outsource (BPO) work delivered within their region. This role will be responsible for building the center and the culture, recruiting and onboarding new staff and new department managers, ensuring that all operations within the center are running smoothly, overseeing local continuous improvement programs, rewards, recognition, quality systems and processes, etc. This role will also serve as one of the primary escalation points for service issues experienced by senior business leaders in their region.

Principal Duties and Responsibilities:

Partner with functional leaders to hire delivery team managers & staff for the Global Business Services (GBS)

Run and oversee the full recruiting and onboarding programs

The role will support 100+people.

Roll out the Zimmer Biomet cultural initiatives and company values in the center, while also creating a unique local culture based on customer service in the Global Business Services (GBS)

Accountable for the local budget of the center

Ultimate accountable party for the SLA and Key Performance Indicators (KPI) performance in the center

Accountable for an annual 3-5% local Continuous Improvement cost reduction target for the region

Own and mitigate business issues and risks and manage stakeholder expectations and satisfaction

Accountable for the overall Customer Satisfaction scores for GBS in the region

Co-own of the delivery of BPO services in the region and work to fully integrate BPO and SSC services and systems

Responsible for any large global technology or process improvement program that impacts the SSC, overseeing the local regional GBS project teams

Primary leader responsible for leadership alignment and stakeholder management for regional leaders

Run all day-to-day operations for the delivery center and ensure that team managers and leaders are meeting their performance expectations

Escalation points for HR and personnel issues within their center

Other duties related to running, controlling, and improving services delivered in the SSC.

This is not an exhaustive list of duties or functions and might not nece s sarily comprise all of the e s sential functions for purposes of the Americans with Disabilities Act.

Expected A r eas of Competence (i.e., knowledge, skills, and abilities)

• Excellent management and leadership skills. Must be an effective “manager of managers.”

• Must have strong partnering skills, and able to work out complex cross-functional deals, where some functions will gain and others not, for the sake of the overall E2E performance.

• Must have superior written and spoken communication skills and be able to explain complex problems and opportunities to a variety of senior stakeholders from a variety of cultures, and drive compliance and direction.

• Must be able to motivate large teams of people across multiple functions and skill sets and be able to drive performance, excellence, cooperation, pride and loyalty, and instills people with a sense of confidence and purpose.

• Must have a strong sense of how to develop and drive a culture within the center, based on the company values, as well as the specific values and behaviors we want to promote in GBS. Must have experience designing and rolling out strong culture-based programs that make people feel belonging to the greater ZB entity, a sense of pride in their role, a connection to the business and the mission, and a sense of community that makes people want to stay for a long career with the company.

• Must have a working knowledge of several E2E processes that will be executed within the center, such as RTR, PTP, OTC, HTR, etc. Must understand both the functional and cross-functional nuances of these processes.

• Must be able to quickly assemble teams to diagnose and fix delivery issues and provide clear reporting back to management on root causes and future remediation.

• Must a good working knowledge of continuous improvement methods such as Kaizen, Lean, and 6Sig.

Education/Experience Requi r ements

• Bachelor’s degree in a business-related field required.

• Master’s or higher is preferred.

• Experience running Shared Service Center (SSC) or Business Process Outsource (BPO operation) of 200+ FTE, or a very large and complex cross-functional team (like Order-to-Cash) of equal or greater size required.

• 7-10 years total experience required. More than 10 years helpful.

• 3 years’ experience as a senior manager (manager of managers) required.

• Some formal certifications or related experience in continuous improvement (like a 6Sig green or black belt) preferred.

• Experience implementing and running a formal regulatory quality control program, like ISO9000 or similar preferred. ISO13485 (Medical devices quality regulations) highly preferred.

• Must be fluent in English, plus the local language and/or a primary service delivery language for the center.

T r avel Requi r ements

Expected travel is about one week every three months to travel to global planning, project or stakeholder engagement meetings.