Head of Global Business Services, Process & Digital Excellence

Role Introduction

Reports To: General Manager, Global Business Services

Global Business Services (GBS) is Cathay’s trusted partner in delivering end-to-end processes that create value through simplification, innovation, and automation. The Head of Global Business Services Process & Digital Excellence leads the GBS process optimisation and digital enablement, setting the roadmap to simplify and standardise core processes, embed quality and controls, and deliver measurable productivity gains. The role champions innovation and emerging technologies, ensures effective change management, and builds a strong business partnering and insights capability to enable data-driven decisions. Accountable for portfolio governance and benefits realisation, the role also works closely with IT, Digital, and global process owners to deliver sustainable value across Cathay and its subsidiaries.

Key Responsibilities

Strategy and Governance

• Own the GBS process excellence and digital enablement roadmap, aligned to Cathay’s vision and GBS priorities; and establish governance for process and digital initiatives, ensuring prioritisation and resource allocation based on value, risk, and readiness

• Define success metrics, clear accountabilities, and stage gates for all initiatives and manage IT budget and ensure benefits realisation is tracked and reported

Process Excellence

• Simplify and standardise end-to-end processes, embedding quality and controls at source; and drive continuous improvement using Lean and data-driven diagnostics to address waste, rework, and variability

• Define and maintain SOPs and process maps; ensure compliance, auditability, and right-first-time performance

Digital and AI Enablement

• Lead implementation of AI, RPA, self-service, and analytics capabilities to enable process outcomes; and maintain a forward-looking view of emerging technologies and translate into a digital roadmap

• Ensure product-oriented delivery with cross-functional squads spanning Process, IT, and Digital; and provide stewardship for key shared platforms such as the GBS Case Management System

Project Delivery, Change and Adoption

• Lead teams to deliver transformation outcomes to time, scope, quality, and value and engage BU leaders to align priorities, co-own outcomes, and remove impediments to delivery and adoption

• Apply structured change management methods to secure stakeholder alignment and sustainable adoption; and define business readiness and service acceptance criteria and create a customer-centric feedback loop to iterate quickly and improve experience and outcomes

Reporting and Benefits Realisation

• Track KPI improvements such as cycle time, right-first-time, backlog, digital adoption, and cost-to-serve; and use insights from data and feedback to inform reprioritisation and continuous improvement

People and Capability

• Build internal capability in Lean, product management, analytics, and intelligent automation; coach leaders and teams on new ways of working; promote a culture of learning and accountability; and plan and optimise capacity across initiatives, matching skills to value and development needs

Requirements

Education and Credentials

• A relevant tertiary level qualification and/or recognised qualification appropriate to the role
• Professional certifications such as Lean Six Sigma (Green Belt as a minimum), PMP/Prince2, Agile/Scrum Master, or RPA certification (UiPath, Automation Anywhere, Blue Prism) are highly desirable

Professional Experience

• Minimum 8-10 years of progressive experience in process improvement, digital transformation, intelligent automation, or business process management
• At least 3-5 years of experience in a leadership or managerial role, building and developing high-performing teams
• Demonstrated track record of successfully leading and delivering continuous improvement initiatives, applying Lean Six Sigma principles to achieve measurable outcomes across complex, cross-functional processes
• Proven track record of successfully leading end-to-end RPA, AI, machine learning, or case management system implementations from concept through to production and stable BAU operations

Technical Skills and Knowledge

• Strategic thinking with the ability to translate business objectives into actionable digital and process roadmaps
• Exceptional stakeholder management and influencing skills across all organisational levels, including C-suite executives
• Strong analytical and problem-solving abilities with a data-driven mindset and customer-centric mindset with focus on service quality and continuous improvement
• Ability to work effectively in a fast-paced, global, matrixed organisation across multiple time zones

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.