Global L&D Shared Services Operations Director

Boston Consulting Group (BCG); Gurugram District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Boston Consulting Group in India is seeking a Global L&D Operations Shared Services Director to drive the performance and evolution of our shared-services footprint across hubs in New Delhi, Costa Rica and Lisbon. You will translate global L&D priorities into practical operating plans and lead the transition of activities into the hubs.

This is a strategic, hands‑on leadership role requiring broad global collaboration, robust process design, and a focus on service quality, learner experience and

Qualifications

• 12+ years in L&D operations, shared services, or enterprise service environments.
• Significant leadership experience leading leaders and building high-performing operational teams.
• Proven track record designing and implementing global operational strategies, systems, or operating models.
• Strong executive stakeholder management skills with the ability to influence enterprise decisions.
• Experience leading large-scale transformation initiatives across systems, processes, or operational infra.
• Ability to operate in complex, ambiguous, and global environments.
• Strategic mindset connecting operating models to scalability and business outcomes.

Responsibilities

• Lead Global L&D Operations Shared Services in New Delhi, with functional leadership across Costa Rica and Lisbon.
• Standardise processes and service delivery across hubs, including SOPs, service levels and ways of working.
• Build trusted global partnerships with L&D leaders, business stakeholders, programme owners and hub leadership.
• Partner with Shared Services, Operations, IT and L&D Technology to improve end‑to‑end processes and systems.
• Lead the transition of work into Shared Services, ensuring effective knowledge transfer and minimal disruption.
• Manage service performance and continuous improvement using SLAs, KPIs, KRIs, data and feedback.
• Lead and develop a high‑performing multicultural team and represent L&D Operations in key forums.

Skills

Leadership

Stakeholder mgmt

Global ops design

Change management

Transformation programs

Strategic thinking

Complex environments

Job description

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You’ll Do

Our Global Learning & Development (L&D) Operations function is a key enabler of the firm's success, ensuring learning programmes are supported with quality, consistency and scalability across regions, cohorts and delivery modalities.

As the Global L&D Operations Shared Services Director, you will lead the performance and continued evolution of our shared‑services operations, with direct accountability for L&D Operations Shared Services in New Delhi, Costa Rica and Lisbon. You will translate global L&D priorities into practical operating plans, standardise processes and controls, lead the transition of appropriate activities into the hubs, and build strong partnerships with global and cross‑functional stakeholders.

This is a strategic and hands‑on operational leadership role. You will balance global consistency with legitimate local needs while ensuring service quality, efficiency and learner experience remain at the heart of the operating model.

Responsibilities

• Lead Global L&D Operations Shared Services in New Delhi, with functional leadership across Costa Rica and Lisbon.
• Standardise processes and service delivery across hubs, including SOPs, service levels and ways of working, while allowing for justified local needs.
• Build trusted global partnerships with L&D leaders, business stakeholders, programme owners and hub leadership to align priorities and resolve service issues.
• Partner across functions with Shared Services, Operations, IT and L&D Technology to improve end‑to‑end processes and systems.
• Lead the transition of work into Shared Services, ensuring effective knowledge transfer, change management and minimal disruption.
• Manage service performance and continuous improvement using SLAs, KPIs, KRIs, operational data and feedback to improve quality, efficiency and the learner and stakeholder experience.
• Lead and develop a high‑performing, multicultural team and represent L&D Operations in key global, hub and cross‑functional forums.

What You’ll Bring

• 12+ years of relevant experience in L&D operations, shared services, or enterprise service environments
• Significant leadership experience, including leading leaders and building high‑performing operational organizations
• Proven track record of designing and implementing global operational strategies, systems, or operating models
• Strong executive stakeholder management skills, with the ability to influence and shape enterprise decisions
• Experience leading large‑scale transformation initiatives across systems, processes, or operational infrastructure
• Ability to operate in complex, ambiguous, and global environments
• Strategic mindset, with the ability to connect operational models to scalability, efficiency, and business outcomes

Who You’ll Work With

You will work with global L&D teams, business stakeholders, faculty, vendors, and cross‑functional partners to deliver and continuously improve learning experiences.

Additional info

You’re Good At

• Translating strategy into practical operating models, standards and delivery plans
• Leading shared‑services operations and global process standardisation across locations
• Influencing senior stakeholders and building alignment and strong relationships
• Leading complex process transitions, transformation and organisational change
• Using operational data to identify risks, improve performance and make sound decisions
• Building high‑performing, cross‑cultural teams, leadership capability and succession
• Moving between strategic priorities, operational detail and issue resolution while balancing quality, pace, cost and risk

At BCG, our people and relationships are at the heart of everything we do. We believe that in‑person collaboration plays an important role in our culture, mentorship, and professional development.

For this role, you will generally be expected to work from a BCG office or in person with clients on a regular basis (typically around 50% of working time), depending on business needs and in line with local policies and practices.

We aim to provide a dynamic and collaborative environment that fosters connection and teamwork.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

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