Director of Shared Services

Role Purpose

The Director of Shared Services is the enterprise owner of Genpact-delivered finance operations, accountable to the Chief Financial Officer for service performance, control integrity, risk management, service continuity, and delivery of committed outcomes.

This role owns the retained shared services operating model, including governance, decision rights, and accountability mechanisms that ensure Genpact delivers predictable, high-quality, compliant services while enabling sustainable transformation.

The Director of Shared Services acts as the CFO’s single point of accountability and first line of defense across outsourced and captive finance and adjacent finance operations.

1. Mandate and Scope

• Own the strategy, design, and evolution of the finance shared services / GBS operating model, including:
• Scope retained in-house vs. outsourced to Genpact
• Location strategy, phasing, and future migrations
• Serve as the single accountable executive to the CFO for end-to-end performance of all in-scope finance processes (e.g., P2P, O2C, R2R, master data), regardless of delivery location.
• Align shared services objectives with enterprise priorities for cost efficiency, control rigor, service quality, scalability, and audit readiness.
• Define and enforce decision rights across process design, scope changes, automation prioritization, and risk acceptance.

2. Governance and Genpact Accountability

• Design, implement, and lead the formal governance framework with Genpact, including:
• Executive steering committees
• Operational and performance reviews
• Escalation paths and decision forums
• Own the definition, negotiation, and ongoing management of SLAs, OLAs, KPIs, and productivity commitments, ensuring measures reflect effectiveness, efficiency, and control—not just throughput.
• Ensure performance reporting is transparent, reliable, and decision-ready, with clear linkage between results, root causes, and corrective actions.
• Establish structured issue management and remediation protocols, ensuring failures translate into systemic fixes rather than recurring firefighting.
• Approve and govern all scope changes, migrations, and material process redesigns affecting Genpact-delivered services.

3. Process Ownership, Controls, and Risk Management

• Act as end-to-end process owner for in-scope finance and adjacent finance operations across retained teams and Genpact, not just the outsourced components.
• Partner with Controllership, Internal Audit, Compliance, and Risk to embed SOX, regulatory, and policy requirements into Genpact procedures, work instructions, and system configurations.
• Maintain a standardized shared services control framework, including RACMs, key controls, testing cadence, remediation tracking, and audit evidence standards.
• Ensure Genpact controls are mapped, tested, documented, and auditable to CFO expectations.
• Own and maintain a vendor risk register covering operational, compliance, data, continuity, and resiliency risks.
• Ensure service continuity, knowledge retention, and resiliency across Genpact delivery locations, including attrition management, backup coverage, and transition readiness.

4. Transition, Transformation, and Technology EnablementLong Description

• Lead all aspects of transition planning and execution, including due diligence, solution validation, knowledge transfer, cutover, stabilization, and post-go-live performance.
• Own the continuous improvement and automation agenda with Genpact, ensuring automation and analytics:
• Deliver measurable productivity, quality, and cycle-time benefits
• Meet enterprise standards for control design, transparency, explainability, and auditability
• Coordinate with IT and ERP owners to align Genpact-driven changes with the internal technology roadmap, release cadence, and data standards.
• Track, validate, and report benefits realization against Genpact commitments and approved business cases.

5. Commercial and Contract ManagementLong Description

• Serve as the business owner of the Genpact commercial relationship, in close partnership with Procurement and Legal.
• Own outcomes related to:
• Contract interpretation
• Pricing models and volume bands
• Productivity commitments and benefit realization
• Change requests and financial impacts

6. Stakeholder, Team, and Change Leadership

• Serve as the primary relationship manager with internal stakeholders (Controllers, FP&A, Tax, Procurement, IT, and business leaders).
• Build and lead the retained shared services governance organization, including:
• Process owners
• Vendor management and performance teams
• PMO and reporting/analytics capability
• Own the enterprise change management strategy, including:
• Service catalogs and RACI clarity
• Communication and training
• Adoption of standardized processes and new ways of working

7. First-Year Success Measures

• Stable, predictable Genpact service delivery meeting agreed SLAs without constant escalation.
• Clean audit outcomes with no repeat issues tied to outsourced processes.
• Clearly documented retained vs. outsourced decision rights and operating model.
• Established governance cadence with disciplined follow-through and decision-quality reporting.
• A 12–24 month transformation roadmap with benefits tracked and realized.
• Clear, board-ready visibility into outsourced finance performance, risks, and controls as required.

Qualifications and Experience

Education & Credentials

• Bachelor’s degree in Accounting, Finance, Business, or related field required
• MBA and/or CPA, CMA, or equivalent strongly preferred

Experience

• 12–15+ years of progressive experience in finance operations, shared services, or GBS environments
• 5–7+ years leading retained organizations over outsourced/BPO providers, including large-scale transitions
• Experience in public company or highly regulated environments with strong SOX and audit exposure

Technical & Domain Expertise

• Deep end-to-end knowledge of P2P, O2C, R2R, and related master data and controls
• Strong ERP and finance systems experience (SAP, Oracle, etc.)
• Experience with automation, analytics, and continuous improvement methodologies

Leadership Profile

• • Proven ability to hold large, sophisticated service providers accountable
  • Strong commercial and operational judgment
  • Comfortable operating with ambiguity while enforcing structure and discipline
  • High integrity and risk awareness aligned to CFO expectations