Role Definition -
The role will be responsible to lead & steer Hyderabad Site and partner with GSS leadership team to steer GSS strategic roadmap. The overall objective of this position is to scale the site to deliver functional and business excellence across the Functions and provide strategic guidance and leadership for the Hyderabad GSS Site.
Job Position - GSS Site Leader is a member of Global Shared Services leadership team and leads the largest shared services site for Solenis with workforce size of 700+ employees.
Reporting Line - Role will report to Vice President, Global Shared Services
Key Roles and Responsibilities
Requirements
Operational/ productivity performance: achieve targets on performance indicators such as documents created per day. First time resolution, etc.
Customer satisfaction: keep minimum scoring on results from annual satisfaction survey among employees and internal clients
Financial management: ensure operations are under or at budget, cost reduction targets are achieved
Employee learning & growth: metrics that foster the wellbeing and professional growth of employee such as turnover rates, promotion rates, etc.
Appendix A
Creative Thinking/Analytical Thinking/Problem Solving/Decision Making
Shifts thinking outside of the known or typical paradigm; asks probing questions; is able to learn and assimilate new information quickly to the work setting; innovates new ways of doing work and of solving problems; takes the initiative to see that work is timely and accurately completed; uses brainstorming and other skills to enhance work-related creativity and innovation; and has an Entrepreneurial spirit, able to lead and drive the Shared Services Center as a high-performing, successful and independent business unit.
Categorizes information to facilitate decision making and strategic planning; assimilates many diverse pieces of information into usable, coherent formats; analyses both qualitative and quantitative data to find implications for work situations or problems; and uses cost/benefit analyses and other data gathering methods to obtain relevant and useful information from which to make decisions.
Locates information and data needed to make informed decisions; asks questions and solicits answers to questions that will help clarify issues; considers all relevant information when choosing a course of action; manages the quality of work and production processes; fosters and ensures continuous improvement; and is flexible given organizational, production, process, strategic, and customer requirements.
Prioritizes options so that decisions align with strategic objectives; negotiates with other people to reach mutually beneficial solutions to problems or situations; evaluates the quality of or usefulness of information for making informed decisions; assesses education needs to provide the skills needed to meet strategic objectives; and reaches decisions by taking the time to form consensus around the decision.
Interpersonal Skills Constructively addresses high-tension situations with customers1, co-workers, subordinates, and superiors with a win-win attitude; practices attentive and active listening skills and restates the opinions of others; fosters teamwork and collaboration with others; partners with customers and others by building relationships; respects, understands, and has empathy for other’s thoughts and feelings; and maintains positive relations with people throughout the organization and outside the organization.
1 Customers referring to all individuals who receive or use the service they are responsible for.
Teamwork Effectiveness / Conflict Handling / Communication (Verbal and Written)
Works collaboratively with other team members towards reaching a common goal; draws on expertise of other team members; utilizes the team to solve problems; gives and receives constructive feedback; encourages opinions and comments; and demonstrates ability to develop and lead effective teams.
Recognizes when conflict exists between team members; identifies the triggers / causes of conflict in certain situations; and proactively and appropriately deals with conflict.
Organizes and delivers information clearly and effectively in formal and/or informal presentations; understands and meets customer needs in a timely and cost-effective manner; asks probing questions to obtain relevant information; willingly shares and communicates information to others in the Program to encourage participation in making decisions; takes and gives feedback and direction constructively; and makes information available prior to people requesting it.
Project Administration
Results Orientation/Strategic Planning/Administrative/Attention to Detail/Time Management/Drive for Quality and Standards
Understands and integrates work processes; has a group-wide strategic understanding; understands and complies with company business policies and procedures; is driven to obtain results; is action oriented; and uses technology to facilitate work.
Considers and understands the interrelatedness of business factors and makes decisions based on a strategic understanding of the business environment; manages vision and purpose within his/her relevant span of influence; helps operationalize the vision for others; is able and willing to adjust strategic plans given changes in the external environment; and proactively anticipates changes and problems in the business environment to allow ample time for a planned response.
Manages own and others time effectively; documents accurately technical and non-technical information for reporting and decision-making purposes; displays technical writing skills in creating work documentation and reports; and verifies information to ensure the transfer of accurate information.
Eliminates errors in all daily administration; pays the relevant attention to detail, no matter how small; ensures that all reporting is accurate and professional; ensure that all documentation is double checked; has a logical and systematic thinking process i.e. plan/control or solve any task/project or activity in logical steps that follow one another; have a good understanding of the big picture yet have the ability to break down this picture into all the relevant sub-sections; understands system thinking; and takes all factors that have or might have an impact on the task into consideration.
Completes tasks within scope and time expectations in an organized fashion; effectively plans, conducts and administers project activities; and punctuality and good time management.
Sets for him/herself and others, the highest standards in working and producing results; determined to meet targets and deadlines and to product specified results to overcome obstacles; sets high goals or standards of performance for self and the organization; dissatisfied with average performance; sees a project through to the end with dedication; ensures accuracy with figures and able to eliminate errors by paying attention to detail.
Personal Attributes
Stress tolerance and flexibility/Situational sensitivity/Self-development
Works in an unstructured work environment; tolerates uncertainty and ambiguity; and maintains effectiveness during high-pressure times.
Listens to others and understands their point of view, shows empathy and consider the effect this behavior has on others and the ability to adjust this behavior accordingly; listens carefully and in an unbiased manner; seek to understand the other person’s point of view; and remain objective and impartial.
Takes responsibility for professional and personal development; and develops and follows through with personal development plans.
Management / Leadership/Change Management Skills/Negotiation Skill Persuasiveness/Entrepreneurial/Tenacity and perseverance/Organizational Awareness/Ability to take risks/Systems Thinking/Business Acumen/Business Insight
Takes responsibility and accountability for both tactical and strategic decisions and operations; mentors, supports, and encourages others in GSS to grow both personally and professionally; acts as a role model to subordinates in GSS so they know how to behave, how to add value to the organization, and how to succeed; provides shared services and project management expertise to others; delegates work to others for the intent of meeting strategic objectives and developing subordinates; motivates others to meet GSS goals; and empowers others to make decisions.
Can effectively lead a change process (or relevant parts thereof); demonstrates understanding of the dynamics of change and its effect on people and performance.
Strong communication, influence and negotiation skills.
Enlists support of others for his/her own point of view; presents compelling arguments to support positions; chooses an appropriate approach to gain agreement to an idea or course of action; relates the benefits of ideas or recommendations to the needs and interests of individuals; persuades others to meet commitments when demands on their time conflict; secures win-win agreements and convince others to resolve problems; proposes a course of action in such a convincing manner that the other party is influenced to act accordingly.
Looks for ways to reduce costs and improve service levels, provides additional services, justifies cogently why GSS would not be able to take on certain requests.
Stays with a plan of action or problem until the desired objective is achieved or is no longer attainable; remain with the action until the goal is achieved; make numerous attempts at achieving the goal.
Demonstrates knowledge of company vision, mission and key business objectives; demonstrates knowledge of the objectives of the cost reduction programs; shows awareness of the inter dependencies that exist between departments and the impact this will have on SSC; assesses existing strengths and weaknesses of divisions relative to their performance.
Effectively calculates the pros and cons of a situation; can identify all potential risks associated with an initiative; and is able to prepare contingency.
Understands the interdependencies and inter-relatedness of elements and explains the impact thereof; envisages what the whole process will look like and qualifies all of the associated dependencies.
Prioritizes and qualifies how business benefits will be leveraged in terms of the total process scope.
Determines which expressed business needs are strategic and which are nice to have, relative to their ability to effect value.
Project Management Skills/Quality Management/Objectivity/Political awareness/Professionalism/Vision/Ability to simplify/Integrity/People orientation/Bias for Action
Has rigid/strong project disciplines i.e. documentation, plan formulation and revision, critical path analysis; structures work efficiently to maximize productivity; and establishes systems/procedures to monitor results against Program objectives.
Executes the stages of the quality cycle (planning, implementing, monitoring, evaluating and improving) in ensuring that project needs are met; and accurately defines the quality requirements of outputs.
Is able to assess situations without bias or reference to personal preferences; and displays equity in all dealings and decisions.
Builds effective relationships with significant stakeholders/external parties; develops and uses personal networks effectively; and is well versed in the functioning of influential networks of the institution.
Consistently produces high quality work; is able to separate private from business life; sets a positive example to others; and takes responsibility for own mistakes.
Translates new ideas into sustainable and attainable actions; demonstrates creativity and far sightedness; and generates new ideas concerning the future/improvement of the unit.
Accurately defines the key components of a complex matter; divides complex issues into manageable portions; and presents information in a manner that is easy to understand.
Acts, behaves and thinks with consistency; displays honesty and trustworthiness; handles confrontations in a mature manner; and acts in an ethical manner.
Considers the skills and interests of others when assigning responsibilities; displays empathy towards others; and displays sensitivity towards the needs and feelings of others.
Has a strong prejudice toward getting the job done without the need for 100% accuracy of supporting data or 100% alignment (i.e. 80% rule). Action takes precedence over democratic agreement.