Vice President - Business Service Center (IND)

Location: Pune, Maharashtra, India 
Job ID: 81762 

We Elevate... Quality of urban life

 

Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day.As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. We combine innovation, safety, and high ethical standards, ensuring respect both among colleagues and for the world around us. By joining us, you don’t just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.

Schindler India is a 100% owned subsidiary of Schindler Group headquartered out of Mumbai and is backed by 5000+ employees who are spread across the length and breadth of the country. Besides business operations, Schindler India has its own Corporate R&D Centre, Elevator and Escalator Factory and Shared Service Centre to support India operations, which is in-fact one of the fastest growing market now globally. 

 

Join us as a

Vice President - Business Service Center (IND)

 

Your main responsibilities

Position overview / Objective of the position:

BSC Head/Lead manages the entire BSC organization by maintaining and developing the right strategic vision and tactical framework (business development, service management, operations, continuous improvement, HR, change management and communication) together with KG, Group BSC CoE and SIS (solutions, technology) to deliver and expand overall Business Service Centre (BSC) services.

Target is to deliver cost-efficient, high quality services according to defined SLAs and maximize business partner satisfaction

Role responsibility:

• Strategy

• Set the strategic direction and vision for BSC aligned with KG strategy and Group BSC CoE
• Leading, optimizing, and scaling centralized back-office operations across Business Operations, Finance, and Human Resources
• Leverage automation and digital tools (RPA, ERP, HRMS) to drive process efficiency and accuracy.
• Accountable for the overall cost of BSC operations and quality commitments incl. budgeting, forecasting and meeting saving commitments
• Work with BSC stream leads and delivery teams to build a culture of operational excellence, innovation and continuous improvement, ensuring time is allocated to focus on continuous improvement and budget is available to drive continuous improvement initiatives
• Establish service level agreements (SLAs), key performance indicators (KPIs), and governance frameworks across functions.

• Stakeholder Management

Own stakeholder engagement and hold customer interaction sessions as required, e.g.

• Drive key discussion relating to service delivery and BSC expansion,
• Lead the communication of value creation and value proposition of BSC to key stakeholders,
• Work through change & communication to define and deliver clear communication strategy and plan which ensures stakeholders are engaged and consistent messaging across BSC network
• Keep active communication with Group BSC CoE

 

• Delivery

• Overall accountability for performance of BSC and service delivery
• Accountable for resolving critical issues with BSC Management team
• Business case sign-off for all continuous improvement and transformation projects – ensuring investments are focused on driving savings and/or value that align with the needs of the business aligning with Group BSC CoE and Group BSC governance framework to leverage and enhance Group Foundation Blueprints
• Accountable for the BSC transformation roadmap as per strategy and organizational direction.
• Accountable for the Transition project plan and other associated plans and documents
• Responsible for applying the Transition Stage Gate Methodology and usage of supportive Help-Tools

 

• Governance

• Accountable for ensuring the BSC governance framework is implemented within the KG and for the BSC internally
• Act as the highest point of escalation within BSC, resolving critical and complex issues and escalations

• Service performance management:

• Drives BSC overall performance and value tracking, overseeing service teams’ delivery performance, coordinating service management support activities for reporting, KPIs, SLAs, charge-outs, customer feedback

 

• People/team leadership

• Attract, develop, engage and retain best in class talent aligned with functional knowledge and organizational values.
• Lead career planning, staffing, compensation planning and promotion efforts for BSC personnel
• Complete performance reviews and evaluations for direct reports and set process-based objectives and targets

 

 

What you bring

Education:

• Graduated from Bachelor- and/or Master-Studies
• Six Sigma/Lean Management (preferred)
• Project management certification (preferred)

 

Knowledge and experience:

• Comprehensive expertise in Shared Service Centre or Global Business Services environment closed to Shared service centers
• Should have experienced the role of service delivery manager, service manager or similar
• Transition experience
• International working experience (cooperation with other countries/continents) – min. 3 years
• Project management knowledge and experience
• Skills related to analytical and conceptional working, paired with good communication skills and hands-on mentality
• Demonstrated ability to work in a dynamic, matrix organization with strong change management capabilities.

 

Language skills:

• Local Language
• Very good command of English (both written and verbal)

 

Direct reporting line: KG Head

Direct reports: BSC Stream Leads, BSC Support Functions (HR, Communication, Controlling, etc.), BSC Performance and Knowledge Manager

 

What’s in it for you?

• Join our purpose-driven organization. Help shape an industry in which two billion people rely on our products and services every day.
• Your development matters to us. We help you grow by offering the support you need to develop your skills and access a rewarding and fulfilling career.
• Thrive in a diverse and supportive culture. Through local and global initiatives, we promote a culture of inclusion which celebrates diversity and ensures that everyone feels valued.

Experience Level

Executive Level