Our client is building a large-scale Global Capability Center (GCC) organization in India to support enterprise-wide operations across a global retail business. This leader will play a foundational role in establishing and scaling the India site into a strategic extension of the global organization, driving operational excellence, talent strategy, transformation, and business partnership across functions.

The ideal candidate is an experienced retail GBS/GCC leader who has built, operated, and scaled multi-functional shared services organizations supporting global retail operations. This individual should bring a deep understanding of the retail operating ecosystem and possess hands-on experience across key enterprise functions including Finance, HR, Procurement, Customer Operations, Supply Chain, Merchandising Support, Technology Operations, Analytics, and Business Transformation.

This role requires a commercially oriented leader with strong stakeholder management capabilities, operational rigor, and the ability to build a high-performing culture in a fast-scaling environment.

Key Responsibilities

Site Leadership & GCC Strategy

• Lead the overall strategy, establishment, and scale-up of the India GCC/GBS organization.
• Build the India site into a strategic, high-impact capability center aligned to global business priorities.
• Partner closely with global leadership teams to define operating models, governance structures, and long-term expansion plans.
• Drive organizational maturity from initial setup through large-scale operational stabilization and transformation.
• Establish and scale the retail GCC with an initial focus on non-tech functions, while driving the long-term expansion of digital, technology, and AI capabilities.

Retail GBS Operations Leadership

• Oversee and enable delivery across multiple enterprise shared services functions supporting global retail operations.
• Bring strong understanding of end-to-end retail GBS processes including:
  • Finance & Accounting
  • HR Shared Services
  • Procurement & Vendor Operations
  • Customer Support Operations
  • Supply Chain & Inventory Support
  • Merchandising & Store Operations Support
  • Technology & Digital Operations
  • Analytics & Reporting
• Ensure operational excellence, SLA adherence, process optimization, and scalable delivery models across functions.

Transformation & Operational Excellence

• Lead large-scale transformation initiatives focused on process standardization, automation, digitization, and continuous improvement.
• Drive adoption of best-in-class GBS practices, governance frameworks, and operational metrics.
• Build a culture of data-driven decision-making and performance management.
• Identify opportunities to centralize, streamline, and optimize global operations through the India GCC.

Stakeholder & Executive Management

• Serve as the primary India site leader and strategic partner to global business and functional leaders.
• Build strong relationships across regional and global stakeholders to establish credibility and influence.
• Operate effectively in highly matrixed, global environments with multiple business partners.

Talent & Culture Building

• Build and scale high-performing leadership teams across functions.
• Drive organizational culture, employee engagement, leadership development, and succession planning.
• Establish the GCC as an employer of choice within the India market.
• Lead workforce planning and talent strategy to support aggressive scale and capability expansion.

Ideal Candidate Profile

• 20+ years of experience with significant leadership experience in retail GCCs, GBS organizations, or shared services environments.
• Proven experience building and scaling large multi-functional GCC/GBS organizations in India.
• Deep understanding of retail operating models and enterprise support functions.
• Experience working with global retail, consumer, or omnichannel organizations preferred.
• Strong operational leadership combined with strategic and transformation capabilities.
• Demonstrated ability to manage complex stakeholder environments across global teams.
• Experience leading large teams within matrixed, fast-paced organizations.
• Strong commercial orientation, executive presence, and organizational leadership skills.

Preferred Experience

• Experience in large-scale retail, consumer, e-commerce, or omnichannel businesses.
• Exposure to global transformation programs, automation initiatives, and operating model redesign.
• Experience establishing new GCCs or scaling existing India capability centers through rapid growth phases.