Vice President, Operations, Global Business Services

Estée Lauder Companies•New York, NY

38d•Remote

About The Position

The Vice President, Business Services Operations will drive delivery of our managed services partnerships, ensuring that value is achieved from the multiple outsourced partnerships under management. This leader will ensure that services and service levels for outsourced services/functions are maintained and continually improved, and that any issues with the day-to-day delivery of services provided by Service Providers are minimized. This role will serve as the primary interface between ELC and Service Providers, as well as the principal liaison with internal business stakeholders and user community for the services. The VP will develop and deliver programs in support of the sourcing relationship, overseeing the management of performance reporting and monitor the compliance of the Service Providers against the Service Level Agreements (SLAs). This includes ensuring that regular performance reporting, service level infractions monitoring and development of new SLAs and metrics are performed, as needed. This position oversees planning and forecasting of service consumption, quality of service and customer satisfaction. This leader will interface frequently with the Procurement team. This leadership position will govern a team that is responsible for the development of effective management-level relationships to ensure the two-way flow of information regarding strategies, priorities and issues, as well as for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals. This role can be based in New York, Singapore, Hong Kong or London.

Requirements

Bachelor’s or Master’s degree in Business or relevant area of study
15+ years in enterprise operations, GBS, or large-scale transformation roles
Proven experience leading others in global, matrixed organizations
Deep understanding of GBS operating models, shared services and outsourcing
Experience leading shared services organizations with external partnerships and multiple Service Providers. Ability to work successfully across a network of Service Providers to ensure effective operations and agreed-upon service levels
Experience engaging with executives, framing strategic issues, presenting recommendations, and supporting informed decision-making
Ability to influence and deliver through others without direct ownership, particularly by establishing relationships, effective controls and monitoring processes
Enterprise and systems thinking: Demonstrated ability to think holistically across the organization, understanding interdependencies between systems, processes, and teams, and designing solutions that optimize outcomes at the enterprise level rather than within silos
Demonstrated ability to assess stakeholder needs, creatively approach solutions, decide and influence appropriate courses of action
Executive communication and storytelling: Ability to craft clear, compelling narratives that translate complex strategy, data, and trade-offs into concise, persuasive messages that drive alignment and decision-making; ability to articulate complex ideas in easy-to-understand business terms to others
Proven negotiation and influencing skills, both internally across a globally matrixed organization as well as externally with vendors, contractors and service partners
Business acumen and financial judgment to provide input to business cases
Change leadership at scale: Proven experience leading large-scale, multi-stakeholder change, aligning leaders and teams across the enterprise to adopt new ways of working, capabilities, and behaviors
Proven commitment to building leadership capacity through coaching, talent development, and succession planning to ensure long-term organizational strength and continuity

Responsibilities

Manage relationship with Service Providers to ensure the effective delivery of outsourced services
Conduct Service Provider performance presentations for the internal governance/steering committee and executive leadership groups
Design Service Performance Management processes, including standardized systemic tooling and reporting
Establish the metrics/performance reporting approach
Define and ensure implementation of policy changes that positively affect operations
Accountable for Service Provider Performance Management
Serve as final point of escalation for disputed service level related issues
Monitor compliance with obligations of service agreements
Authorize all work resulting in expenditures
Ensure continuous improvement processes are conducted relative to benchmarking service levels
Ensure implementation of Transformation
Ensure Service Providers have Business Continuity/ Disaster Recovery Plans
Engage participation of Service Delivery Team in testing of plans and monitor results of testing
Review and approve Service Provider’s Disaster Recovery Plan to ensure business continuity
Lead Vendor and Contract Management; Guide Service Delivery Teams
Create vision, clear direction and strategy for Vendor and Contract Management Teams
Coach and motivate team members to clear objectives and performance expectations
Provide informal leadership to ELC functional teams, partnering to improve efficiency, effectiveness and impact
Create an environment that encourages enterprise-wide thinking, cooperation, open communication and teamwork
Define enterprise process KPIs, outcome measures and benchmarks
Ensure transparency of performance across regions, delivery centers and service providers
Lead cross-process performance reviews and executive-level escalations
Embed outcome-based accountability into GBS and vendor governance models
Ensure alignment to business strategy through relevant stakeholder meetings and engage in cadence of management and governance forums