Head of GBS Transformation & Capabilities

About this role

Job Description Position Summary The Head of Transformation & Capabilities leads the transformation and continuous improvement of scalable global services within GBS. Reporting to the Head of GBS, this role sets the strategic vision and drives execution across all capabilities, supporting the GBS vertical process teams and providing project, change, and management system support to the business. The role is accountable for translating GBS strategy into operational capabilities, realizing tangible business value from transformation initiatives, and building high-performing, innovative, and collaborative teams across the capability portfolio. The role also shapes the GBS AI transformation agenda, using Generative AI, intelligent automation, advanced analytics, and agentic solutions to redesign work, strengthen decision-making, and create measurable enterprise value. Primary Responsibilities Transformation Strategy & Execution: • Define and lead the GBS transformation and capabilities agenda in alignment with the overall GBS strategy and business priorities. • Translate strategic ambition into a clear portfolio of transformation initiatives, roadmaps, governance, milestones, and measurable outcomes. • Partner with GBS vertical process teams to identify opportunities, prioritize initiatives, and accelerate adoption of scalable global services. • Ensure transformation programs deliver tangible and sustainable business value while maintaining clear accountability for outcomes. • Define and execute the GBS AI transformation roadmap, aligned with enterprise strategy, business priorities, and the broader digital and data agenda. • Build and govern a portfolio of AI-enabled use cases, prioritizing initiatives based on strategic value, feasibility, risk, scalability, and measurable business outcomes. • Sponsor the progression of high-value AI initiatives from discovery and pilot to production, adoption, and sustained value realization. • Develop and maintain a three-year transformation and capability roadmap that sequences operating-model, process, digital, analytics, and talent priorities across GBS. • Drive the progression of GBS services from transactional processing and descriptive reporting toward predictive insight, prescriptive recommendations, and more proactive business support.  • Prioritize the transformation portfolio using strategic fit, customer impact, feasibility, risk, scalability, and quantified value potential. 

Continuous Improvement & Operational Excellence: • Establish and strengthen continuous improvement disciplines, standards, and management systems across GBS capabilities. • Lead process discovery and improvement efforts in close alignment with GCC and global process teams, while maintaining appropriate role and scope separation. • Use performance insights, stakeholder feedback, and operational data to identify gaps and guide improvement priorities. • Promote simplification, standardization, automation, and scalable ways of working across the service portfolio. • Drive AI-powered process optimization through Generative AI, intelligent automation, predictive insights, and digital decision-support capabilities. • Redesign workflows, roles, and service delivery models to enable effective human-AI collaboration and shift capacity toward higher-value work. • Establish outcome-based measures for AI impact, including productivity, quality, cycle time, employee experience, and business value.

Project, Change & Management System Support: • Provide project, change management, and management system support to the business and GBS process teams. • Build fit-for-purpose governance, routines, and reporting that improve execution visibility, decision-making, and risk management. • Drive stakeholder readiness, communication, adoption, and change sustainability for major transformation initiatives. • Anticipate interdependencies and remove execution barriers through cross-functional alignment and timely escalation. • Partner closely with Technology, Data, and Insights & Analytics teams to productize scalable transformation capabilities, including internal products, platform enhancements, decision-support tools, and real-time operational recommendations.

Leadership & Capability Building: • Build, lead, and develop high-performing, innovative, and collaborative teams across all capabilities. • Create clear accountabilities, strengthen leadership depth, and foster a culture of ownership, learning, and continuous improvement. • Coach leaders and teams to improve executive presence, strategic thinking, decision-making, collaboration, and delivery discipline. • Create exposure and stretch opportunities that prepare talent to lead increasingly complex transformation agendas. • Build AI literacy and role-based digital capability across GBS, enabling leaders and employees to use AI effectively, responsibly, and confidently. • Establish AI champions, communities of practice, and learning pathways that accelerate adoption, share reusable solutions, and scale effective practices across GCCs and global teams.

Stakeholder Management: • Act as a trusted strategic partner to the Head of GBS, GBS Leadership Team, GCC leaders, global process leaders, and business stakeholders. • Align diverse stakeholders around priorities, outcomes, resource needs, and practical implementation choices. • Communicate complex transformation topics with clarity and differentiated messaging for executive, functional, and operational audiences. • Use structured feedback, including leadership input and broader stakeholder perspectives, to strengthen execution and team effectiveness.

AI Governance & Responsible Innovation: • Establish governance for responsible AI, including clear decision rights, human oversight, risk assessment, data protection, security, ethical use, and regulatory compliance. • Partner with Technology, Data, Security, Legal, Risk, and functional teams to ensure AI solutions use approved platforms and mee

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