India Centre Head - Business Services

India Centre Head - Dyson Business Services

Roles and Responsibilities :

1. Leadership, Relationships and Strategy

a. Be the face of Dyson Business Services (DBS) in the region

b. Provide direction and leadership to translate the global DBS strategy to objectives and ambitions for the Centre to execute and enhance

c. Contribute to and support development of the overall Strategy for DBS, strategic plans and budgets

d. Manage delivery of growth plans for the centre

e. Ensure collaboration with other Centres in the region and partners

f. Develop relationships with DBS Market, Regional and Group leaders

g. Develop and maintain relationships with other Business Services centres and key suppliers in the region, participate in local associations and industry events

h. Leading on the local Corporate Social Responsibility agenda ensuring that DBS is a valued local corporate citizen

i. Promote the work and successes that the Regional DBS achieves internally and externally

2. People and Culture:

a. Build high calibre teams capable of delivering DBS ambition

b. Coach and develop talent

c. Cultivate Dyson culture and values of being Different, Authentic, Better

d. Build trust of a wider Dyson organisation in ability of DBS to deliver quality of service and incremental value

e. Be accountable for Employee Engagement and level of satisfaction of employees working in the centre, including managing responsibly levels of attrition

f. Set the centres training and development programmes

g. Build the right capabilities by supporting learning and personal development of centres employees, in line with the latest trends in Business Services

3. Establish and Grow the centre

a. Oversee and participate in selection, interview, hiring and onboarding process of new team members

b. Manage and deliver Transition plan of the new scope coming to the Centre

c. Showcase capabilities of the centre to potential new stakeholders interested in moving new scope to the centre

d. Identify opportunities to deliver new value added services and enhance business results through services provided by the centre

4. Transition of processes

a. Participate in detail design of processes to be transitioned to the centre

b. Oversee transition ensuring work is transitioned timely and in line with expectations

c. Represent the Centre in governance forums as the receiving organisation during transition

d. Assess readiness of the centre to accept accountability for delivery of new processes

e. Ensure effective stabilisation of processes in the centre

5. Change and Transformation

a. Work with process owners, functional global leads and market teams to drive end to end service delivery transformation and standardisation

b. Champion culture of continuous improvement and reward individual and team successes

c. Embed change in the Centre by providing clear and strong leadership messages and behaviours

d. Encourage teams to create and build new solutions to improve quality of service for the stakeholders and enjoyment from work delivered for the employees

e. Champion standardisation, simplification of ways of working, collaboration across teams and ease of interaction with markets and group functions

f. Support delivery of large transformation programmes within the centre by facilitating alignment of resources needed to deliver the expected outcomes

g. Drive seamless customer experience, continuous excellence and simplification in the interaction model

6. Governance, Service Delivery and Stakeholder Management:

a. Represent the Centre in governance forums

b. Drive cross functional Service Performance Management activities and metrics

c. Manage cross functional escalations

d. Manage key senior stakeholders needs, measure and strive to continuously improve their level of satisfaction with services delivered by the centre

e. Partner with the Centers delivery teams to ensure meeting of customer needs, SLAs and KPIs and other targets set for the centre

f. Manage and deliver Centres Business Continuity Plan

7. Office management:

a. Own and manage budget in relation to running of the office and personnel

b. Understand and apply local laws, cultures and polices in running of the office

c. Manage local suppliers and provisions needed for an effective running of the office

d. Be the point of contact for office facilities

Desired Candidate Profile :

a. A credible leader in the industry who understands and shapes industry trends for Business Services, standardisation and digitisation of processes and excellence in customer service

b. You have strong communication and influencing skills, executive presence

c. Entrepreneurial and have a transformational mindset - driven to create and innovate

d. Energetic and assertive; personality with strength in remaining goal focused; persistence to deliver set objectives

e. You are comfortable with ambiguity

f. You have experience in creating and running a Global Business Service centre with complex scope

g. You have experience in creating and/or significantly expanding a shared service centre

h. You are an experienced People Leader, with a track record of building strong teams and developing talent