Head - Operational Effectiveness - Global Capability Centre

- In 2026 we are launching our new Talent Global Capability Centre's to accelerate our talent transformation journey. This strategic investment marks a significant milestone in enterprise talent, underscoring our commitment to re-imagine talent acquisition to build a world-class, globally diverse workforce. The new Talent GCC will be a central hub for global talent acquisition, leveraging cutting-edge technology and innovative recruitment strategies to identify, attract and engage talent from around the world.
- We are seeking a dynamic and strategic Head of Operational Effectiveness, GCC. This pivotal role will drive sustained efficiency, quality, and effectiveness across our Global Capability Centres (GCC), which manages critical functions including Talent Acquisition, Talent Sourcing, Onboarding, and HR Administration.

- The Head of Operational Effectiveness will be responsible for leading the continuous improvement agenda, ensuring financial budget adherence, delivering significant efficiency gains, establishing robust reporting, and proactively managing operational risk.
Key Responsibilities:
Continuous Improvement & Operational Excellence:
- Lead the development and execution of a comprehensive Operational Excellence strategy for the GCC, focusing on process optimization, standardization, and waste reduction using methodologies like Lean, Six Sigma, and Agile.
- Identify, prioritize, and manage a portfolio of continuous improvement initiatives across all functions (Recruitment, Sourcing, Onboarding, Admin) to enhance service quality, speed, and accuracy.
- Instill a culture of continuous improvement within the GCC, providing training, coaching, and mentorship to team members on process analysis and problem-solving techniques.
- Benchmark GCC performance against internal and external best practices to identify opportunities for step-change improvements.

- Human centric design thinking to deliver best in class service to our candidates and internal stakeholders.
Financial Management & Efficiency Delivery:
- Develop, manage, and deliver the GCC's operational financial budget, ensuring cost-effective service delivery and optimal resource allocation.
- Define and track key efficiency metrics (e.g., cost-per-hire reduction, cycle time improvement, administrative FTE optimization, productivity) and implement projects to achieve targeted efficiency gains and cost savings.
- Partner with Finance and functional leads to establish robust business cases for technology investments or process changes that deliver a quantifiable return on investment (ROI).
- Engage with the wider Executive Talent organization to understand demand, predict seasonality and ensure workforce flexibility, fungibility and availability to deliver effectively.
Reporting, Metrics, and Performance Management:
- Design, implement, and maintain a comprehensive set of operational performance metrics (KPIs/SLAs) and dashboards for the GCC, providing clear visibility into effectiveness, efficiency, and quality.
- Lead the monthly and quarterly business reviews of operational performance, providing insightful analysis, identifying root causes of underperformance, and recommending corrective actions to the leadership team.
- Ensure data integrity and consistency in all operational reporting, leveraging existing systems and recommending enhancements to data capture and analysis tools.
Risk Management and Compliance:
- Develop and embed a robust Operational Risk Management framework across the GCC, identifying potential failure points in processes, and implementing mitigation strategies.
- Ensure all processes and operational procedures adhere to internal policies, relevant data privacy regulations (e.g., GDPR), and local labor laws in the markets supported.
- Oversee the Business Continuity Planning (BCP) for the GCC, ensuring resilience and minimal disruption to critical HR services.
Required Skills & Qualifications:
- Experience: Minimum of 8-10 years of experience in Operational Excellence, Business Process Management, or a similar function, with at least 3-5 years in a leadership role. Prior experience supporting HR Shared Services, Recruitment, or Global Capability Centres (GCCs) is highly preferred.
- Methodology: Proven expertise and certification (e.g., Black Belt) in methodologies such as Lean, Six Sigma, or Theory of Constraints.
- Financial Acumen: Strong understanding of financial budgeting, cost management, and proven ability to deliver tangible, measurable efficiency and cost savings.
- Analytical Skills: Exceptional data analysis and problem-solving skills, with proficiency in developing and interpreting complex operational metrics and performance reports.
- Communication: Excellent interpersonal and communication skills, with the ability to influence stakeholders at all levels, drive change, and present complex ideas clearly.
- Leadership: Lead, mentor and manage a small team of operational effectiveness specialist located across multiple geographies, whilst also serving as an active and contributing member of the GCC wider leadership team.