Subject Matter Expert, Global Operations Service Centre

Overview

The Subject Matter Expert is a key role within the Global Operations Services Centers (GOSC) organization, accountable for the end‑to‑end delivery and performance of in-scope activities across assigned service areas (Process SME) or markets (Delivery SME). Both roles act as the Subject Matter Expert and primary point of contact for GOSC, ensuring high‑quality, reliable data services that support commercial and marketing operational activities such as reporting, sales force enablement, e‑permissions, and incentive calculation.

What you'll do

• Drive, implement, and fulfil process excellence initiatives for in‑scope services, including standardization, optimization, and automation.
• Cooperate with key stakeholders on global standardization, optimization, and automation initiatives across Global Operations.
• Ensure desktop procedures and process documentation for data and transactional processes are accurate, complete, and kept up to date.
• Act as SPOC for global project, lead the transformation on behalf of GOSC LT.
• Lead and support service transitions, including onboarding of new services and geographical expansions.
• Ensure effective knowledge transfer and service readiness during transitions and change initiatives.
• Act as the GOSC point of contact for assigned service area representing Global Operations in all in‑scope discussions.
• Serve as the recognized Subject Matter Expert for assigned service area, providing guidance and expertise to GOSC team members.
• Manage relationships with internal or external stakeholders and vendors for assigned service.
• Act as service vertical expert in discussions related to processes, issues, and changes with team leaders and service vertical teams.
• Lead process improvement and service transition initiatives across GOSC centres to drive efficiency, compliance, and cost savings.
• Share best practices and knowledge across the Global Operations Services Center team.
• Deliver reporting and analytics to COE colleagues and other external teams in line with agreed requirements.
• Coordinate and oversee the execution of transitions, ensuring minimal disruption and successful knowledge transfer.
• Engage with key stakeholders to build alignment and secure support for global initiatives and COE activities.
• Ensure timely and successful delivery of both insourced and outsourced activities, following SLAs, guidelines, and timelines.
• Engage with selected countries for all in‑scope services in collaboration with GOSC Delivery lead.
• Propose and deliver solutions to operational, data, or service‑related issues; support complex market requests and escalations as needed.
• Act as point of contact for vendor delivery related to services in scope.
• Monitor team and vendor performance, ensure KPIs are met, and track worklogs in the workflow management tool.
• Manage capacity and demand, in collaboration with delivery lead, highlighting risks and opportunities.
• Coordinate with PE lead and Process SMEs to operationalize new transitions and intended process changes.
• Be responsible for operational readiness for transitions of new services and expansions.
• Adapt global standards shared by SMEs to fit team context.
• Cooperate with Process SMEs on challenging market requests or issue escalations as needed.

What you'll need

• Bachelor's degree with 5-8 years of experience in Service delivery, Shared service delivery or Sales operations.
• Deep operational experience working within GOSC or other shared service centre.
• Proven high-quality delivery on assigned services and process improvement.
• Business acumen, full-service catalogue GOSC service catalogue, BaU know-how and good understanding of delivery models.
• Strong stakeholder management and communication skills across diverse geographies and cultures.
• Strategic mindset and ability to identify and drive opportunities to optimize delivery and E2E processes.
• High level of independent and service-oriented working attitude.
• Able to identify and drive process standardization and optimization.
• Able to demonstrate strong analytical and quantitative skills.
• Strong writing, presentation and influencing skills in English.

Details

• Location: Mumbai, India.