GBS Careline BU Lead

We are Infosys Romania.

We offer business consulting, technology and engineering solutions and end-to-end transformative business process management services to some of the world's most iconic brands.
As part of a large-scale global transformation, a world-leading FMCG company has partnered with Infosys to redesign and elevate its Global Business Services (GBS) to world-class standards. To support this journey, we are seeking an GBS Careline BU Lead, who will be responsible for providing governance, coordination, and performance oversight across a defined Region (Business Unit) of markets within the Consumer Engagement (Careline) operating model.
He or she will act as the SPOC (Single Point of Contact) interface between Global teams and local markets, ensuring consistent adoption of global standards, processes, tools, and timelines across the region. The Careline BU Lead monitors region performance, supports markets during transitions, recalls, crisis management, identifies risks and deviations, and escalates issues where required.
This is your chance for a 'once in a lifetime' career experience, playing a part in the creation of a fully independent, new FMCG company and a greenfield GBS organization.

• Act as the primary point of contact between GBS Careline teams (Captive and/or 3PSP) and markets within the region (BU). Act as an additional layer of supervision of work performed by 3rd party vendor for daily services;
• Serve as the escalation point for operational risks, delays, or service failures, and coordinate crisis management, ensuring timely resolution and transparent communication;
• Ensure Careline operations consistently follow GBS global standards, processes, tools, timelines, communications, validating consistent implementation across the region;
• Monitor and govern region-level Careline operations performance using dashboards and reports, ensuring service delivery meets agreed SLAs, KPIs, and quality standards;
• Identify trends, risks, and root causes of underperformance, drive corrective actions, and promote continuous improvement across the region;
• Support markets during transitions, onboarding, and operating model changes, ensuring awareness, readiness, and alignment between the operations and local market requirements;
• Hold accountability for region-level budget governance, including vendor cost tracking, volume forecasting alignment, and identification of cost optimization opportunities;
• Manage stakeholder relationships across internal teams (Marketing, Legal, Supply Chain, Quality) and external partners, ensuring alignment on priorities, timelines, and deliverables at the regional level.

• Very good English Language skills (oral and written);
• Practical experience in Consumer or Customer Engagement operations, with understanding of customer care processes, performance KPIs, and quality standards;
• Exposure to governance, coordination, or oversight roles within GBS, shared services, BPO, or complex multi-market environments;
• Team Manager experience in supervising team members (direct or 3rd party BPO);
• Ability to work across multiple countries or markets, supporting alignment with global standards, processes, and timelines;
• Experience supporting or coordinating transitions, operating model changes, or transformations, with a strong understanding of readiness, governance, and escalation;
• Strong analytical skills, with the ability to review performance dashboards, identify trends and risks, and drive follow-up actions through stakeholders;
• Excellent stakeholder management and communication skills, combined with a high ownership mindset and confidence to challenge and escalate where required.

• Long-term and stable cooperation;
• Benefit platform;
• Organized training sessions during the first weeks and further upskilling courses (online, with our experts);
• 22 paid vacation days in the first year plus 2 more paid vacation days starting with the second year;
• Modern, cozy and central location in Bucharest;
• Teamwork in a multicultural environment;
• Medical subscription and life assurance.