Job Title

We never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment, this is likely to be fraudulent. Please check to see whether the role you are interested in is posted on our career website.PURPOSE OF THE ROLE:Our Regional Delivery Centres (RDCs) form part of our overall client delivery model and are a keypart of our operating model strategy. Our RDCs provide resources to support delivery teams invarious TMF offices across the Region as well as centralised services to selected global Clients orClient Segments.The RDC Site Leader is accountable for establishing and scaling a high‑performing RegionalDelivery Center / Shared Services hub that delivers predictable service quality, cost transparency,and capacity at scale for TMF markets and global clients. The role integrates service operations,people leadership, continuous improvement, and transition execution to embed the Global RDC /Practice Target Operating Models and accelerate OPS 2.0 outcomes (stability, efficiency, andgrowth). KEY FUNCTIONS AND RESPONSIBILITIES: Oversee and manage market‑aligned and shared services delivery teams at the site, ensuring service quality, productivity, efficiency, optimal resource utilization, and growth opportunities.Partner with Market Practice Heads and Operations & Technology Leads to expand RDC/SSC‑based delivery, driving service stability and efficiency improvements.Own site‑level service delivery and performance across SLAs, productivity per FTE, first‑time‑right/defect rates, backlog and cycle times, and internal CSAT/NPS; publish monthly performance dashboards.Embed Global RDC and Practice Target Operating Models (TOMs), driving process standardization, controls, and technology adoption.Lead market‑to‑RDC transitions end‑to‑end (planning, knowledge transfer, cutover, stabilization) and support scope expansion initiatives with clear success metrics.Drive continuous improvement and automation through Lean/Kaizen initiatives, tracking benefits across cost, quality, productivity, and cycle time.Own workforce and capacity planning, capability development, talent pipeline, and employee engagement, partnering with HR to deliver people initiatives.Chair site governance, ensuring compliance with controls, audits, and decision‑rights frameworks.Act as the primary point of contact for Markets and Practices, promoting RDC capabilities and co‑creating value cases to support growth.Manage site operations and P&L, including budgeting, cost transparency, billing accuracy, and time‑sheet compliance.Provide strong people leadership by aligning teams to organizational priorities, fostering a high‑performance culture, and managing end‑to‑end talent processes including hiring, development, performance management, and succession planning.COMPETENCIES AND SKILLSLeadership & Influence – Leads with vision, integrity, and strong executive presence; shapes direction and influences outcomes across markets and functions.Strategic Thinking & Execution – Balances long‑term strategic priorities with operational excellence; translates strategy into clear, actionable plans. Global Collaboration & Partnership Building – Builds strong global networks and partnerships; navigates cultural complexity with diplomacy and effectiveness. Business Acumen & Analytical Capability – Understands complex, evolving business models; interprets data and insights to inform enterprise‑level decisions. Customer & Service Orientation – Champions internal and external client needs; ensures consistent, high‑quality service delivery across regions. Change Leadership & Continuous Improvement – Leads transformation with resilience and clarity; challenges constructively and drives sustainable improvements. People Leadership & Talent Development – Motivates, develops, and influences highly skilled teams across geographies; fosters inclusive, high‑performance environments. Communication & Stakeholder Influence – Communicates with clarity, authenticity, and impact; influences and aligns senior stakeholders. Resilience, Adaptability & Personal Effectiveness – Operates effectively in fast‑moving, complex global environments; brings energy, judgement, and a balanced outlook. Languages & Cross‑Cultural Competence – Applies language skills and cultural intelligence to strengthen global collaboration; fluent in English and Local RDC language, with other languages as an asset. Mobility & Global Engagement – Demonstrates flexibility and willingness to travel to support cross‑market leadership and engagement.KEY PERFORMANCE INDICATORSService: SLA attainment; first time right/defect rates; backlog & cycle time; % urgent incidents resolved within target; internal CSAT/NPSProductivity & cost: Productivity per FTE; cost per transaction by process; automation rate; unit cost variance to planTransition: % of cutovers delivered on time/on budget; stabilization ≤90 days; zero high severity escalations during cutoverPeople: Engagement index; regretted attrition; internal fill rate for JB4+ roles; training/skills uplift EXPERIENCE AND QUALIFICATIONS:8–12+ years of experience in Professional Services, Financial Services and/or Outsourcing, ideally within a matrixed, multinational environment serving global clients.Extensive senior leadership experience overseeing client delivery across at least a large country or multi-market footprint.Deep expertise in one (preferably two) of TMF’s core service propositions and/or practices, with a strong command of end-to-end delivery models.Proven track record of leading complex, multi-service, multi-capability delivery organisations of 200–300+ FTE, ideally across multiple countries.Experience driving service excellence, innovation, and continuous improvement within a BPO, SSC, or GBS environment.Demonstrated ability to scale, mature, and strengthen client-facing delivery capabilities.Extensive experience leading large-scale change initiatives across people, process, and technology dimensions in a multi-country context.Demonstrable experience managing a portfolio of concurrent programmes, transitions, or transformation initiatives.Strong commercial and business acumen, with the ability to balance client value, delivery efficiency, and financial performance.Significant experience in budgeting, financial tracking, forecasting, and the effective management of people and non-people cost drivers.Lean Six Sigma, project management or related certifications are desirable but not essential.