Vice President, Business Services Operations, Global Business Services

The Estée Lauder Companies Inc. is one of the world’s leading manufacturers, marketers, and sellers of quality skin care, makeup, fragrance, and hair care products, and is a steward of luxury and prestige brands globally. The company’s products are sold in approximately 150 countries and territories under brand names including: Estée Lauder, Aramis, Clinique, Lab Series, Origins, M·A·C, La Mer, Bobbi Brown Cosmetics, Aveda, Jo Malone London, Bumble and bumble, Darphin Paris, TOM FORD, Smashbox, AERIN Beauty, Le Labo, Editions de Parfums Frédéric Malle, GLAMGLOW, KILIAN PARIS, Too Faced, Dr.Jart+, the DECIEM family of brands, including The Ordinary and NIOD, and BALMAIN Beauty.

Description

The Vice President, Business Services Operations will drive delivery of our managed services partnerships, ensuring that value is achieved from the multiple outsourced partnerships under management. This leader will ensure that services and service levels for outsourced services/functions are maintained and continually improved, and that any issues with the day-to-day delivery of services provided by Service Providers are minimized. This role will serve as the primary interface between ELC and Service Providers, as well as the principal liaison with internal business stakeholders and user community for the services. The VP will develop and deliver programs in support of the sourcing relationship, overseeing the management of performance reporting and monitor the compliance of the Service Providers against the Service Level Agreements (SLAs). This includes ensuring that regular performance reporting, service level infractions monitoring and development of new SLAs and metrics are performed, as needed. This position oversees planning and forecasting of service consumption, quality of service and customer satisfaction. This leader will interface frequently with the Procurement team. This leadership position will govern a team that is responsible for the development of effective management-level relationships to ensure the two-way flow of information regarding strategies, priorities and issues, as well as for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals. This role can be based in New York, Singapore, Hong Kong or London.

Manage relationship with Service Providers to ensure the effective delivery of outsourced services

• Conduct Service Provider performance presentations for the internal governance/steering committee and executive leadership groups
• Design Service Performance Management processes, including standardized systemic tooling and reporting
• Establish the metrics/performance reporting approach
• Define and ensure implementation of policy changes that positively affect operations
• Accountable for Service Provider Performance Management
• Serve as final point of escalation for disputed service level related issues
• Monitor compliance with obligations of service agreements
• Authorize all work resulting in expenditures
• Ensure continuous improvement processes are conducted relative to benchmarking service levels
• Ensure implementation of Transformation

Ensure Service Providers have Business Continuity/ Disaster Recovery Plans

• Engage participation of Service Delivery Team in testing of plans and monitor results of testing
• Review and approve Service Provider’s Disaster Recovery Plan to ensure business continuity

Lead Vendor and Contract Management; Guide Service Delivery Teams

• Create vision, clear direction and strategy for Vendor and Contract Management Teams
• Coach and motivate team members to clear objectives and performance expectations
• Provide informal leadership to ELC functional teams, partnering to improve efficiency, effectiveness and impact
• Create an environment that encourages enterprise-wide thinking, cooperation, open communication and teamwork

Performance Management & Accountability

• Define enterprise process KPIs, outcome measures and benchmarks
• Ensure transparency of performance across regions, delivery centers and service providers
• Lead cross-process performance reviews and executive-level escalations
• Embed outcome-based accountability into GBS and vendor governance models
• Ensure alignment to business strategy through relevant stakeholder meetings and engage in cadence of management and governance forums

Qualifications

• Bachelor’s or Master’s degree in Business or relevant area of study
• 15+ years in enterprise operations, GBS, or large-scale transformation roles
• Proven experience leading others in global, matrixed organizations
• Deep understanding of GBS operating models, shared services and outsourcing
• Experience leading shared services organizations with external partnerships and multiple Service Providers. Ability to work successfully across a network of Service Providers to ensure effective operations and agreed-upon service levels
• Experience engaging with executives, framing strategic issues, presenting recommendations, and supporting informed decision-making
• Ability to influence and deliver through others without direct ownership, particularly by establishing relationships, effective controls and monitoring processes
• Enterprise and systems thinking: Demonstrated ability to think holistically across the organization, understanding interdependencies between systems, processes, and teams, and designing solutions that optimize outcomes at the enterprise level rather than within silos
• Demonstrated ability to assess stakeholder needs, creatively approach solutions, decide and influence appropriate courses of action
• Executive communication and storytelling: Ability to craft clear, compelling narratives that translate complex strategy, data, and trade-offs into concise, persuasive messages that drive alignment and decision-making; ability to articulate complex ideas in easy-to-understand business terms to others
• Proven negotiation and influencing skills, both internally across a globally matrixed organization as well as externally with vendors, contractors and service partners
• Business acumen and financial judgment to provide input to business cases
• Change leadership at scale: Proven experience leading large-scale, multi-stakeholder change, aligning leaders and teams across the enterprise to adopt new ways of working, capabilities, and behaviors
• Proven commitment to building leadership capacity through coaching, talent development, and succession planning to ensure long-term organizational strength and continuity

Pay Range:

The anticipated base salary range for this position is $221,600.00 to $377,200.00. Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location. In addition to base salary, this position is eligible for participation in a highly competitive bonus program with the possibility for overachievement based on performance and company results.

In addition, The Estée Lauder Companies offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company

Equal Opportunity Employer

It is Company's policy not to discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide a reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability and to employees and prospective employees with needs related to their religious observance or practices. Should you wish to apply for this position or any other position with the Company and you believe you require assistance to complete an application or participate in an interview, please contact View email address on aiapply.co.

Michigan Applicants: Persons with disabilities needing accommodations for employment must notify the company in writing of the need for an accommodation within 182 days after the date the person with a disability knew or reasonably should have known that an accommodation was needed.

Philadelphia Applicants: Philadelphia's Fair Chance Hiring Law

Rhode Island Applicants: The company is subject to chapters 29-38 of title 28 of the general laws of Rhode Island and is therefore covered by the state's workers' compensation law.