Head of Global Shared Services

Context

The International Committee of the Red Cross (ICRC) works worldwide to provide humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and promote respect for international humanitarian law through our diplomatic efforts. We are an independent and neutral organization born in 1863 and whose mandate stems essentially from the Geneva Conventions of 1949. We work closely with the National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational, and rapid humanitarian response to the needs of the victims of armed conflict and any other situation of violence. 

Over the past 30 years, the ICRC has progressively offshored various activities from its headquarters in Geneva to different locations. In 1993, it set up a unit to revise its financial accounts in Manila and continued to extend the range of financial services provided over time. In 2013, the ICRC launched a project to delocalize and outsource additional HQ-based services, including HRSS. In 2015, the ICRC inaugurated its second shared service centre with IT and Data in Belgrade. In 2016, a dedicated budgetary framework, the Corporate Service Network, was created to finance corporate services within the ICRC.

Over the past few years, ICRC has evolved the “off-shore teams” into a true shared service organisation, and the migration started in early 2024.
 

Purpose

The ICRC is hiring a Head of Global Shared Services to lead the GSS strategy, operations, and organisation. The person will report to the ICRC’s Director of Support and Digital Transformation (SDT), a member of the ICRC Executive committee, and join the SDT leadership team, which also includes the SDT Operating manager, the Chief Information Officer, the Head of Data and digital transformation, and the Head of Logistics and Procurement.

As the Head of GSS, you define the strategy for GSS and are responsible for providing overall guidance and management oversight for operations across the global shared services. You will set near and long-term strategic direction for service delivery and ensure alignment with objectives and business planning for shared services. You will drive the simplification, standardization and automation of shared service operations and will be fully accountable for service quality and continuous improvement. In addition, you will serve as the leadership and trusted partner interfacing with senior management, including the Directorate, and policy owners of functions/métiers as the focal point for integrating all aspects of the work of global shared services in the ICRC. You will help guide Metier and Delegation to fully leverage GSS to build resilience and agility to scale up and down as conflicts evolve.

During the initial phase, the Head of GSS will help the various projects transition to the GSS model, further develop the GSS operating model, and sponsor people and competency development.
 

Main duties & responsibilities (1/2)

Strategy and Leadership

• Deploy and develop operations under the Global Shared Services model in coordination with the Directorate and leadership team.
• Continuously develop the vision and strategy for GSS in line with the institutional strategy and in close collaboration with the organization’s senior leadership.
• Ensures the effective implementation of the vision and strategy in partnerships with concerned functions/métiers and within the GSS organization.
• Ensures clear communication channels and effective stakeholder management with ICRC clients from a strategic and tactical perspective.
• Analyses trends, conducts forecasting, and makes strategic data-driven business decisions.
• Drives transformations and continuous improvement across all service lines and processes by developing and implementing a consistent process improvement methodology.
• Identify and integrate analytics, automation, and other digital capabilities into the existing functions to effectively support the service lines.

Main duties & responsibilities (2/3)

Operation Management

• Take accountability for the efficient operation of GSS service lines and functional streams.
• Maintain service delivery standards, key metrics, and service level agreements in coordination with process owners and key stakeholders.
• Conducts periodic reviews with ICRC customers, end-users, and the Heads of Service Line, focusing on user-centricity, continuous improvement, and potential optimization.
• Supervises the annual Planning and Monitoring for Results process for GSS, overseeing the development and implementation of GSS objectives and the corresponding budgets.
• Acts as the main internal and external conduit for systems, data, and processes within the GSS. Steers the continuous development, improvement, and integration of digital tools, applications, and processes to support the effective delivery of services.
• Strengthens compliance and risk-management practices and monitors their implementation, ensuring effective risk identification and the definition and application of mitigation measures.
• Ensures the transition to and support for effective solutions to resolve issues swiftly.
• Acts as the highest escalation point for issues that the Heads of Service Line cannot resolve.
• Accountable for GSS budget and cost of operations
• Oversees the resources and supervises staff under GSS following the ICRC’s human resources and financial management policies, procedures, and practices.

Main duties & responsibilities (3/3)

Project Management and completion of the GSS operating model

• Integrate remaining transition projects from the GSS Program and supervise them through completion as per their plan and under the sponsorship of the corresponding Project Steering Committees.
• Manage the further development of the GSS operating model, moving it from the minimum viable product to full capability with the support of relevant departments/divisions.
• Ensures that the respective project’s progress is monitored, controlled, and reported. Tracks the realization of benefits according to the ICRC’s Project Management Framework and other general procedures.
• Ensures communication and change management plans are produced and monitored to support effective adoption of related changes. Supports Steering Committee members in their communication and sponsoring roles. Facilitates regular contact with multiple audiences.
  

People management responsibilities

• Lead effective talent management and succession planning for GSS staff following ICRC policies.
• In collaboration with the HR partner, adapts the ICRC PAC framework to the needs of GSS staff and local regulations.
• Act as employer representative for all staff members under GSS
• Has five to ten direct reports (team size in service centres ranges from 100 to 3,000 people) within the Shared Services Centre and up to five direct reports in the GSS Office.
  

Relationships

• Internally, interacts with the Directorate, Heads of specialist function (métier) in all ICRC Departments, SDT Leadership team, and all GSS teams across sites (Manila, Belgrade, Geneva).
• Externally, interacts with consultants as needed, following the service-level agreements of other GSS or GBS leaders in international organizations or the private sector.
  

Education & experience required

• Master’s degree or equivalent certification.
• Knowledge of finance, HR, procurement, T&I processes, and asset management.
• Change-management certification; familiarity with Agile approach.
• 10+ years of professional experience in the Global Business Services (GBS)/Outsourcing industry or similar.
• 5-7 years in senior management roles in a global organization.
• Experience in managing transformation/change, preferably in GSS/GBS setups or transformations; a proven record of transformation project delivery.
• Expertise in shared services functions such as procurement, supply chain, FP&A, HR, and IT services; knowledge of R2R and S2P processes is beneficial.
• Strong stakeholder management skills, especially with senior leadership.
• Experience working in the public sector or international organizations is advantageous.
• Excellent command of spoken and written English; fluency in French, plus a third language as an asset.
  

Desired profile and skills

• Exceptional analytical, organizational, and resource-planning abilities
• Demonstrated initiative, autonomy, and creativity in problem-solving
• Proven ability to manage multiple tasks and prioritize effectively
• Extensive experience in HR management, including recruitment, training, and strategic planning
• Demonstrated ability to motivate, lead, and develop diverse teams, promoting an inclusive work environment
• Strong skills in stakeholder management, able to influence across various departments and levels
• Forward-thinking and innovative in addressing complex issues
• Excellent oral and written communication skills for effective collaboration
• Strong interpersonal skills, fostering collaborative teamwork across disciplines
• Robust planning discipline with excellent conceptual and organizational skills
  

Additional information

• Location: Geneva, Switzerland (HQ)
• Type of position: Long-Term Assignment
• Length of assignment: 6 years
• Grade: D1
• Activity rate: 100% FTE
• Estimated start date: ASAP
• Recruiter: Yana Makaveeva
• Application deadline: Wednesday, 10 July 2024
  

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.

Our Values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviours based on these shared values.

For more information on the ICRC values, please visit this