Deloitte US

Global Business Services (GBS) Strategy Manager

Global Business Services – Deloitte's Global Business Services (GBS) practice is dedicated to helping organizations transform their business operations to achieve higher efficiency, effectiveness, and agility. By leveraging a comprehensive suite of services, Deloitte's GBS practice supports clients in optimizing their shared services, outsourcing, and global business service models to drive value and enhance performance.

We are seeking a highly skilled and experienced Strategy Manager to join our Global Business Services (GBS) team. The ideal candidate will possess a deep understanding of multi-functional GBS operations and operating model structures, exceptional storyboarding capabilities, strong stakeholder management skills, experience with the interplay of technology and process design, and change management capabilities. This role will be pivotal in driving strategic business transformation initiatives, building effective governance structures, implementing new capabilities globally and optimizing functional processes leveraging the latest technologies.

Work You’ll Do

As a GBS Strategy Manager, you will lead large complex engagements for some of the world’s biggest organizations. You will identify, design, and implement creative business and technology solutions aimed at driving operational effectiveness, cost efficiencies and organizational agility. In this role, you will architect strategies and transformation programs that will enable growth and value creation by driving innovation into core business operations, standardizing and simplifying the way work gets done, and optimizing service delivery models. You will be responsible for leading business model transformations and cultivating enterprise agility to ensure transformations are anchored in, and unlock, value. 

Your work will consist of the following areas of focus: 

1. Sales and Opportunity Development

• Assist Principles, Managing Directors and Senior Managers in developing proposed solutions, presentation materials and economic models to answer prospective client needs

2. Strategic Planning and Execution:

• Collaborate with senior client stakeholders to align GBS strategies with broader business objectives

• Identify and evaluate new business initiatives to drive growth and innovation within the GBS framework

• Develop and implement strategic plans to grow and enhance the efficiency and effectiveness of GBS organizations

3. Operating Model Structures and Governance:

• Develop robust operating model structures and governance frameworks for GBS organizations

• Collaborate with clients to ensure compliance with established governance policies and procedures, and continuous monitoring and improvement of governance practices 

4. Customer Experience Design:

• Contemplate and design operating models for internal customer management infusing omni-channel solutions, persona-based Moments that Matter, workflow technology and intelligent automation

• Collaborate with technology team to convey business requirements for solutions

5. Process Design and Optimization:

• Analyze existing functional processes and interaction model with the business/retained org to identify opportunities for improvement and optimization within the GBS organization

• Leverage established and emerging tools and technologies to design and implement streamlined processes that enhance efficiency, reduce costs, and improve service delivery

6. Storyboarding and Communication:

• Leverage dynamic tools to translate complex ideas and data into clear, concise, and visually appealing formats for various audiences

• Develop compelling models, storyboards and presentations to communicate strategic initiatives, project plans, and business cases to stakeholders

7. Stakeholder Management:

• Build strong relationships with key client stakeholders, including senior executives, business unit leaders, and external partners

• Facilitate effective communication and collaboration between stakeholders to ensure alignment and support for GBS initiatives

8. Change Management:

• Champion change management efforts to support the successful implementation of new processes, technologies, and organizational changes within the GBS function

• Develop and execute change management plans, including communication strategies, training programs, and stakeholder engagement activities

9. Global Collaboration and Coordination

• Work with teams in Deloitte’s US India practice to develop strategies and deliver projects

• Work with Deloitte member firms around the world to develop strategies and deliver projects

Manager-Level Responsibilities

• Provide service excellence by identifying key client business issues

• Assist in responding to Requests for Proposal (RFP) or other requests from clients or conceived by leadership to better serve clients

• Determine which established and emerging assessment techniques and technologies are best suited to serving each client’s unique addressable needs

• Evaluate and validate analysis and develop recommendations for the client in the context of the overall engagement

• Lead day to day team activities and effectively oversee the quality of deliverables 

• Manage diverse teams

• Provide mentorship and coaching to staff on project engagements and across the practice 

• Drive the development and presentation of proposals for business development activities

• Continuously evolve Deloitte’s thinking regarding how to better execute projects or better differentiate Deloitte in the market

Qualifications:

• Eight+ years of relevant consulting experience in a professional services environment, with a large or boutique consulting firm, or serving as an internal consultant within industry

• 4+ years of Direct people management experience

• Financial modeling/analysis and business case development experience, with proficiency in Microsoft Excel 

• Experience with the use of data visualization tools (e.g. Tableau or Power BI)

• Experience with ServiceNow, Salesforce or other customer oriented workflow platforms

• Baseline understanding and position on the current and future applications of Artificial Intelligence in GBS

• Extensive project experience within the Shared Services, Outsourcing and/or Offshoring industry, or back-office functional optimization

• Experience with multiple GBS pillars including, but not limited to HR, IT, Finance, Procurement, Commercial Operations, Legal

• Experience with service delivery model strategy, design, implementation & optimization for multi-functional or single-function entities

• Proven ability to create compelling storyboards and presentations for diverse audiences

• Superior critical thinking, analytical and problem-solving skills

• Exceptional interpersonal, team-building and oral and written communication skills; outstanding integrity, initiative, creativity, and passion

• Ability to work effectively in a fast-paced, ambiguous, dynamic environment and manage multiple priorities.

• Ability to work independently, influence others, and lead diverse multi-disciplinary teams

• Excellent communication, interpersonal, and leadership skills

• Must be legally authorized to work in the US without the need for employer sponsorship, now or at any time in the future.

• Ability to travel up to 50%, based on the work you do and the clients and industries/sectors you serve

• Bachelor’s degree from an accredited university

Preferred Skills:

• Practical experience with the full lifecycle of functional optimization, BPO and/or shared services programs

• Robotics Process Automation (RPA) experience

• Data visualization 

• Familiarity with digital transformation, Artificial Intelligence, and automation technologies relevant to GBS operations

• Experience with process improvement methodologies (e.g., Lean, Six Sigma) is desirable

• Certification in change management methodologies (e.g., Prosci, ADKAR) is a plus

• Experience in Business Process Outsourcing vendor selection

• Ability to translate technology functionality into process improvements

• MBA or advanced degree 

 #epcore