Shared Services Operational Excellence Director

Pasig City
International Role - No - Only National applicants will be considered.

*Preferred position location: Manila, Philippines or Coste Rica and Ghana where WVI is registered to operate.

*Please submit your CV in English.


The Shared Services (SS) OpEx Director leads the OpEx team and provides leadership to several critical and complementary capabilities – Business process automation, business intelligence and analysis and project management for the Shared Services teams. The position will also provide ongoing support for the continuous improvement processes in the center as well as integrated value stream management for all the services provided by all the SS teams. The Operational Excellence team partners with our service delivery teams to provide expertise and support in applying best practices that drive operational excellence in all we do.

The successful candidate will be a thought leader who understands and embraces the philosophies and methods of Business process automation as well as value stream management and operational excellence, and develops their team & influences others to do the same. This person will be the primary person leading our efforts to automate our business processes in order to drive efficiency in processing and data management. They will also support the other team members in maintaining a culture of continuous improvement, data driven decision making, maximizing the contribution of all people, implementing major changes in processes & systems, and coaching our other directors to learn to do the same.

Expected outcomes of their efforts are a full implementation of robotic process automation for key shared services business processes, proliferation of completed continuous improvement projects triggered by value stream management and a strong technical team providing business intelligence, business analysis, and project management expertise. Responsibilities will include leading a team with four managers, at least six BI&A analysts & developers, and external contractors to support projects as needed.

To accomplish all this at a global level, the Director will need critical strengths in verbal & written communication, influencing, leading a global team, working in a virtual environment, and building key relationships in a global multi-cultural environment in over 90 countries in all regions.

The GSS OpEX director will model a high standard of personal Christian leadership, ministry, and integrity though lifestyle and work relationships, living World Vision's values.


Develop and integrate business intelligence and automation with emphasis on Robotic Process Automation into value streams:

  • Provide strategic leadership and direction to the RPA technology organization as we create the team structure, governance framework, and operating model. Lead the technical team and partner closely with RPA leadership within the functions such as Record to Report, Procure to Pay, Business Support Desk and other Finance departments to develop and devise an organizational strategy that can scale to support multiple business units and functions.

  • Develop and maintain core capabilities to design, develop, implement, and support various technologies to aid the continuous improvement of value streams, including business intelligence, data management, robotic process automation, Microsoft O365 apps and other MS apps available to WV.

  • Develop a service offering to share this capability across WV.

Develop and implement value steam management (VSM) and continuous improvement:

  • Lead the development and implementation of VSM to include lean and six sigma philosophies, methods, and tools, to support SS service teams in achieving operational excellence in all they do.

  • Co-develop and implement LSS training and certification programs to build capacity within SS to lead many simultaneous improvement projects.

  • Engage and influence senior executives to expand VSM and LSS certification to other areas of WV. Engage with directors and partnership leaders across WV to demonstrate the success of OpEx within SS and support their teams in learning to apply it themselves.

Lead Readiness & Transition of new processes to global standards and shared services:

  • Develop and maintain a core capability to define projects, document current processes, and manage transitions to a future state that includes global standards and centralized execution.

  • Develop and improve philosophies, methods, and tools used to identify, analyze, document, and manage the readiness to and transition of processes to shared services.

  • Lead the execution of Finance Full Adoption for field offices in all regions. Coordinate SS teams with RLs, NDs, SDOs, RFDs, and NFDs to agree on scope and schedule. Drive adoption to completion by the end of FY22.

  • Oversee implementation of innovations and improvements across all SS value streams. Collaborate with all regions and countries to achieve full adoption of new capabilities.


  • Undergraduate degree in business administration, computer science with strong operations management experience, industrial engineering, or a related field.

  • Masters in Business Administration or other relevant degree.

  • Prior experience with RPA implementation is a plus with demonstrated experience standing up a new team in a multi-national organization.

  • A passion for current and emerging technologies, and supervisory experience.

  • Strong technical foundation, in addition to demonstrated management skills.

  • Strong communication skills, both written and verbal with a demonstrated ability to communicate at all levels within the organization.

  • Ten or more years’ experience in organizational leadership and technology enablement across multiple teams in a large multi-national organization.

  • Five or more years working and leading business process automation projects, and developing other people’s business process improvement capabilities.

  • Five or more years working across functions, geographies, and other ‘barriers’.

  • Two or more years leading a global team in a cross-cultural setting.

  • Committed Christian who attends, participates and leads in devotions.

  • Robotic process automation knowledge and experience.

  • Lean Six Sigma black belt (preferred).

  • Project Management Professional.

  • Fluent in English reading, writing, speaking, and listening.

Preferred Skills, Knowledge and Experience:

  • Experience with design and development of business intelligence, process automation, and other technologies.

  • Lean Six Sigma Master Black Belt.

  • Master’s in Business Administration.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 25% of the time.

  • This role involves collaboration with geographically dispersed people located in WV offices in all regions of the world. Work can be required early in the morning, late at night, and any time in between.