Director of Shared Services

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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.

• Mandate and Scope
  • 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.
• Governance and Genpact Accountability
  • 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.
• 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.
• Transition, Transformation, and Technology Enablement
  • 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,…