Manager, GFS Service Management at Haleon

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

20 Jun, 26

Salary

0.0

Posted On

22 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Management, Vendor Management, Contract Management, Performance Management, Governance, Risk Management, Stakeholder Engagement, Root Cause Analysis, Data Analysis, Troubleshooting, Problem Solving, Change Management, Excel, PowerBI, Contract Negotiation, Process Improvement

Industry

Consumer Services

Description

Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity. Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science. Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture. Manager - GFS Service Management Hello. We’re Haleon. A new, world-leading, and fast-moving consumer healthcare company. Shaped by all who join us. Together, we’re improving everyday health for billions of people, by growing and innovating our global portfolio of category-leading brands – including Crocin, Eno, Iodex, Otrivin and Centrum in India – through a unique combination of deep human understanding and trusted science. What’s more, we’re achieving it in a company that we’re in control of. In an environment that we’re cocreating. And a culture that’s uniquely ours. Care to join us. It isn’t a question. This is an exciting time to join and help shape the future of the world’s newest and largest consumer healthcare company, that’s 100% focused on everyday health. Come and be part of something special. Our Haleon Global Capability Centre (GCC), located in Bengaluru, India is rapidly expanding with exciting new positions being created in multiple functions. At Haleon GCC we bring global value to our organisation, delivering complex enterprise solutions while driving digital transformation and innovation. The Finance, Digital & Technology, HR and Procurement functions are co-located, and work with colleagues and partners around the world. The increasing range of activities and roles based in the GCC will offer you great potential for career progression and take part in shaping the future of the GCC. What This Role Delivers? The Manager, GFS Service Management, is responsible for overseeing the end-to-end performance, governance, and contractual compliance of Global Finance Services (GFS) outsourced partners as well as GFS operational teams. The role drives operational excellence, performance insights, vendor management, risk management and forward-looking decision support for GFS leadership, ensuring alignment with Haleon’s strategic and operational goals. This role also plays a critical part in strengthening service performance visibility, driving accountability across internal and external partners, and enabling continuous improvement across GFS operations. Key Responsibilities In terms of the role, you can expect the GFS Service Management to undertake the following: 1.Contract Management Ensure successful contract execution by overseeing timely and within-budget completion of all deliverables and proactively resolving risks or disputes. Serve as the single point of contact between the business and vendor for Service Management discussions. Own the third party Contract Change Request process and governance, ensuring clarity and adherence. Provide support to the GFS LT & ELT by interpreting contractual clauses with clear business impact assessments, in partnership with Procurement Identify and mitigate contractual risks, ensuring full compliance. Review and challenge vendor KPI reporting to ensure alignment with contractual definitions and calculations. Drive adoption of standardised contract governance practices across regions to ensure consistency. 2.Performance Management & Governance Actively review and monitor GFS performance, including Genpact performance and GFS Operational teams, ensuring visibility and accountability. Continuously evolve GFS Management Review Boards - refining meeting structures, inputs, and outputs. Support restructuring the GFS scorecard and aligning metrics with OMP (Operational Master Plan) goals. Drive performance conversations proactively between governance meetings. Ensure the new Genpact contract constructs deliver performance and productivity outcomes. Maintain full visibility into Genpact billings, exceptions, Change Requests, productivity, and R&R mechanisms. Integrate billing, CRs, productivity, and reward mechanisms into monthly performance meetings. Collaborate with Contracting Lead on reviews and provoke targeted value discussions. Ensure stakeholders understand how to leverage contractual constructs to maximize benefits. Reassess KPIs quarterly or earlier if deviations persist for 3 consecutive months. Drive productivity assessments every 6 months with documented commitments. Introduce structured root‑cause analysis frameworks to strengthen operational performance insights. 3.VOC (Voice Of Customer) monitoring Own the VOC process including communications, distribution, consolidation, and action planning (Between BU and GFS ; between GFS and Genpact) GFS Governance Issue monthly GFS dashboards with root-cause analysis and leadership-level summaries. Evolve reporting from transactional to forward-looking insights and recommendations. Establish standard reporting templates to ensure consistent storytelling across all service lines. Risk & RAID Governance Manage JIRA GFS RAID access requests and maintain governance hygiene. Facilitate periodic risk review conversations across GFS stakeholders. Qualifications & Skills Minimum 8 years of relevant experience Experience working in outsourced or hybrid operating models preferred. Strong analytical and commercial acumen, with the ability to translate data into insights. Demonstrated experience in Service Management, Vendor Management, or PMO roles within a global environment Demonstrate the ability to work autonomously and effectively establish and maintain relationships with senior stakeholders. Strong troubleshooting skills and a problem‑solving mindset. Capable of effectively planning for and managing multiple competing demands and priorities. Possesses a comprehensive understanding of steps necessary to initiate, implement, and engage in a significant organisational change effort within a matrix environment. Demonstrated ability to achieve results in a complex global setting and effectively solve intricate business and process challenges. Experience in collaborating with various internal teams and third‑party stakeholders. Proficient in making informed and decisive decisions. Ability to drive operational excellence through structured governance and performance improvement practices. Strong communication, vendor management, and stakeholder engagement skills. Advanced Excel, PowerBI and performance analytics capability. Project and change management expertise (certification preferred). Ability to manage multiple priorities and navigate complex global ecosystems Diversity, Equity and Inclusion At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. We’re striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are. Job Posting End Date 2026-03-31 Equal Opportunities Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. It’s important to us that Haleon is a place where all our employees feel they truly belong. During the application process, we may ask you to share some personal information, which is entirely voluntary. This information ensures we meet certain regulatory and reporting obligations and supports the development, refinement, and execution of our inclusion and belonging programmes that are open to all Haleon employees. The personal information you provide will be kept confidential, used only for legitimate business purposes, and will never be used in making any employment decisions, including hiring decisions. Adjustment or Accommodations Request If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific adjustments you are requesting. We’ll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence. Note to candidates The Haleon recruitment team will contact you using a Haleon email account (@haleon.com). If you are not sure whether the email you received is from Haleon, please get in touch. Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity. Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science. Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

Responsibilities

The Manager, GFS Service Management oversees the end-to-end performance, governance, and contractual compliance of Global Finance Services outsourced partners and operational teams, driving operational excellence and performance insights for leadership. This role is critical for strengthening service performance visibility, driving accountability across partners, and enabling continuous improvement across GFS operations.