GBS Global Careline 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 Global Careline Lead.
The GBS Global Careline Lead operates within Global Business Services (GBS) and is responsible for leading operational design to setup operations & co-leading process design within the Consumer Engagement (Careline) operating model.
The role serves as the SPOC (Single Point of Contact) interface between Global teams, Hub Operations, and stakeholders within Quality, Marketing, and Legal, ensuring consistent adoption of global standards, processes, tools, and timelines. The Careline Global Lead is accountable for process transitions to a 3rd-party vendor and internal hubs, designs the operational setup, and works closely with the global process owner to co-design processes.
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.

• Design operational readiness for the Careline teams, including hub setups, FTEs, workforce management, etc.;
• Support Global Process Owners to design the processes, including deploying new processes and IT tools within GBS teams;
• Ensure Careline operations consistently follow TMICC global standards, processes, tools, timelines, communications, and validate consistent implementation across the regions;
• Identify trends, risks, and root causes of underperformance, drive corrective actions, and promote continuous improvements;
• Manage senior stakeholder relationships across teams (Marketing, Legal, Quality) and external partners, ensuring alignment on priorities, timelines, and deliverables.

• Very good English Language skills (oral and written);
• 10 years+ leadership experience within GBS, BPO or SSC domains, preferably within Consumer or Customer operations;
• Supervising +50 FTEs operations on a regional scale (preferably global);
• Transition experience of moving the processes from one location to another, setting up a new team, knowledge transfer, and preferably implementation of new processes & IT systems;
• Goal-oriented with strong team performance monitoring, including problem-solving mindset and continuous improvement/lean to raise the bar;
• 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;