Business Partnering Manager

Role Introduction

Reports to: Head of Global Business Services, Process & Digital Excellence

The Business Partnering Manager drives Global Business Service expansion and data-driven decision-making. This role identifies and shapes new service opportunities, converts operational data into actionable insights, and partners with business leaders to deliver measurable value. Reporting to the Head of Global Business Services, Process & Digital Excellence, the role builds a strong pipeline of scope expansions, co-creates service definitions, and ensures operational readiness in collaboration with Global Business Services process and digital teams. Leading the Business Partnering team, the manager delivers analyses, proposals, and business cases that accelerate Global Business Services growth while embedding performance insights to improve outcomes across existing and new services.

Key Responsibilities

Business Partnering and Service Expansion

• Lead assessment, planning, and transition of new services into Global Business Services, ensuring alignment with business priorities; and build strong relationships with stakeholders across functions to understand needs and translate them into Global Business Services capabilities
• Act as a trusted advisor to business leaders, advocating for GBS value and
  innovation; and co-create service definitions, SLAs, RACI, and operating model touchpoints for each new service

Insights & Analytics

• Translate operational data (volumes, SLAs, quality, costs, customer experience) into actionable insights; and partner with Process Owners to create insight-to-action loops, linking trends to root causes and improvement plans
• Design and implement dashboards, reports, and storytelling tools that support strategic decision-making; and establish standard metrics for new services and ensure data readiness before go-live

Strategic Planning & Governance

• Support the development of GBS strategy and roadmap, including service portfolio expansion; and contribute to governance frameworks that ensure service quality, performance tracking, and continuous improvement
• Monitor KPIs and service metrics to identify trends, risks, and opportunities
  Stakeholder Management and Change Enablement; drive change management initiatives related to service onboarding and insights adoption; and communicate the value proposition of Global Business Services insights and services to internal stakeholders

Financials, Business Cases, and Benefits Realization

• Own the business case model for new services, covering one-off and run-rate impacts; and track benefits realisation post-transition and report variances with corrective actions
• Partner with Finance on chargeback or funding models as applicable

Governance, Risk, and Compliance

• Ensure risks, dependencies, and assumptions are documented and governed through decision points
• Align expansions with enterprise policies, data privacy, and control requirements; and maintain a single source of truth for pipeline, approvals, and benefits realisation

Requirements

Education and Credentials

• A relevant tertiary level qualification and/or recognised qualification appropriate to the role. Professional certifications advantageous: Lean Six Sigma, PMP/Prince2, CIMA/CPA, or analytics credentials

Professional Experience

• Minimum 8-10 years in GBS/Shared Services, Transformation, Strategy, or Consulting role; and at least 3-5 years of experience in a leadership or managerial role, building and developing high-performing teams
• Demonstrated success building business cases and landing scope expansions or new services
• Experience partnering with senior stakeholders to drive adoption and measurable outcomes
• Exposure to process domains such as Finance, HR/HtR, Payroll, Customer Operations, or similar

Technical Skills and Knowledge

• Exceptional stakeholder management and influencing skills across all organisational levels, including C-suite executives
• Strong financial modelling, cost-to-serve analysis, and benefits quantification
• Proficiency with data and visualisation tools; ability to translate data into clear narratives
• Customer- and value-centric mindset with a pragmatic approach; and continuous improvement orientation and curiosity for how work can be done better
• Ability to work effectively in a fast-paced, global, matrixed organization across multiple time zone

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.