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GSBS - Head of Order Processing EMEA



Brand:  RS
Function:  Finance
Work Location: 

GSBS Head of Order Processing

Location: Remote/Work from Home


About GSBS:

The purpose of Global Shared Business Services is to support the transformational growth of the business by delivering simple, scalable solutions through our GSBS operations across all our regions – a key enabler of ‘The RS Way’ and beyond.

A suite of initiatives has been identified that supports the expansion of the services provided by the GSBS regional operations as well as transforming the way that those services are provided.


About the role:

This is a leadership role within GSBS Operations and will be responsible for the delivery of GSBS Order processing services across the EMEA region. The role is accountable for establishing and maintaining service level agreements with our customers, and then managing a multi-location team of processing agents who process all core email and fax ordering processes for all EMEA orders. Team success is measured on number of activities processed within these service level agreements, with a target of zero carryovers at the end of every day for each market served, across each process owned.

The role is responsible for leading, building and maintaining a high performing Order Processing team to deliver exceptional service to our customers.

It would be expected that the role holder would lead delivery of multiple initiatives, be responsible for continual service and process improvement, through process standardisation, optimisation, and automation


Key Responsibilities:

This role will have direct reporting lines to several Team Managers, who in turn manage the Processing Agents. Team size can flex depending upon customer demand. Team members are in the UK and Poland. There is also accountability for the performance of agents processing EMEA orders from China.

Effective leadership of teams is critical to the success of this role

  • Primary objective is to provide visible leadership, build and maintain a high performing team to deliver exceptional service to our EMEA customers. This includes the achievement of market / department / team / individual targets against SLAs
  • Be accountable for processes compliance and improvement
  • Responsible for the development of team knowledge on processes to ensure the team deliver excellent customer service.
  • Identify and utilise strengths within the teams to support career progression and build meaningful development plans.
  • Develop the skills and potential of your Team Managers/Team Leaders, inspiring the delivery of engaging training, good quality feedback and career progression.
  • Proactive in working with teams to identify and manage risks – role holder should be risk aware not risk adverse
  • Work with colleagues in all markets / regions to understand as-is processes and work to optimise / standardise / automate for delivery of best solution
  • Identify and manage all global stakeholders to ensure buy-in and support for project overcoming resistance
  • Ensure effective handover of new capabilities to business owners, including process documentation, training material and measurement systems.
  • Govern to GSBS project delivery standards that are in place
  • Adhere to legal and regulatory requirements relevant to the initiative
  • Part of the GSBS Operations Leadership team and an ambassador of driving forward the GSBS movement


Candidate Requirement:


  • Ability to lead, inspire and hold teams to account whilst also facilitating collaboration
  • Minimum 2 years in a customer focused environment
  • Development of people
  • Business wide experience
  • Driving a network of teams’ concept across GSBS entities
  • Team player
  • Highly organised with the ability to prioritise, work under pressure and deliver to challenging timelines
  • Excellent problem-solving skills including in complex, technical areas working with people who are subject matter experts
  • Experience of change management and stakeholder management including strategies for overcoming resistance
  • Able to communicate sometimes complex topics clearly and concisely to a wide range of stakeholders at different levels in the organisation
  • Experience of working across cultures demonstrating and demonstrates strong cultural awareness
  • Confident to influence and challenge at a variety of levels
  • Curious by nature, with the ability to grasp new concepts quickly and effectively through insightful questioning and research



  • Experience of managing high volume Transactional management across EMEA.
  • Formal leadership / management qualification
  • Change management qualification or equivalent
  • Demonstrates and understand of principles of E2E process management
  • Languages
  • HR legislations
  • Knowledge of performance management systems / reports.
  • Continual Improvement certificate ‘Yellow / Green / Black Belt’.
  • Strong understanding of finance in relation to project budgeting, benefit management KPIs and reporting


About RS Group:

RS Group is a global omni-channel solutions partner for industrial customers and suppliers. Our business has operations in three geographical regions – the Americas, EMEA and APAC, supported by global organisations for supply chain, corporate functions, marketing, and product & supplier management. Our market today is large, fragmented, local in nature and digitally immature. Only a few international distributors serve it, with many regional and local providers, who largely trade offline. Currently we estimate the global market value to be c.£400bn, with our global market share <1%. We stock over 2500 supplier brands, 500K products and 63% of our sales are digital.




RS Group Brands:  RS, Allied Electronics & Automation, RS PRO, OKdo, DesignSpark, IESA, Synovos, Needlers and Liscombe.


Are you ready to explore the possibilities?




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