Director – GBS Business Relationship Management Process Automation

Job Description

New Honeywell is embarking on a significant organizational transformation. As a part of this transformation, Honeywell Finance is establishing a Global Business Service (GBS) organization that will span multiple geographies and eventually be responsible for end‑to‑end finance delivery activities (R2R, P2P, and business finance including commercial, ISC, BAP, etc.). The Director of GBS Business Relationship Management – Industrial Automation and Process Automation is a critical leadership role that will support the stand‑up and effective functioning of the organization.

The position reports directly to Michael Herberich, Sr. Director of GBS Finance – Business Relationship Management.

The Business Relationship Management role connects Global Business Services (GBS) with business clients, stakeholders, and functional partners, building deep, trust‑based partnerships that deliver measurable value beyond transactional support. Acting as a key contact for L2/L3 leadership escalations, the Director ensures proactive and transparent communications. Responsibilities include monitoring, routing, and tracking customer requests, following them to closure, and providing regular status reporting that highlights issues, trends, and risks.

The role aligns and manages SLA/KPI frameworks and ownership across SBG and GBS, tracks performance, and coordinates gap‑closure actions with relevant functions. Customer feedback management is fully owned, translating insights into tangible improvements in efficiency and service quality. The Director drives change management and communication strategies, maintains key customer‑facing content, and ensures robust document control for customer‑related materials and framework documentation.

They facilitate joint SBG‑GBS annual planning and forecasting cycles, contribute to strategic planning, establish roadmaps, and lead prioritization of new projects, enhancements, and issue resolutions. Through helpdesk analytics, continuous process improvement opportunities are identified and acted upon. The role also engages with upstream functions (e.g., HR services, payroll, indirect sourcing/procurement, fleet) to resolve day‑to‑day issues, prevent recurrence, and strengthen overall business vitality and performance.

You will be expected to work from the office on a hybrid work schedule with travel to global hubs as required. This opportunity will work out of our Honeywell Office in Charlotte or Houston, United States.

Key responsibilities include:

• Primary contact for SBG and regional leadership and will work closely with them
• Establish MOS for escalations and high‑impact issues, including status reporting
• Coordinate CSAT surveys and follow‑up actions with tower leaders
• Drive continuous improvement with GBS Towers, BAP, and Transformation teams
• Represent BRM in key GBS MOS and governance forums
• Maintain document control per GBS standards
• Align and manage SLAs and KPIs with stakeholders and towers
• Build upstream relationships to address handoff and knowledge gaps
• Leverage helpdesk analytics to identify improvement opportunities
• Facilitate governance meetings, prepare agendas and presentations
• Document key decisions, action items and circulate to relevant parties.
• Oversee execution of stakeholder related action items including prioritization

In addition to a competitive salary and leading‑edge work, Honeywell employees are eligible for a comprehensive benefits package, including employer‑subsidized medical, dental, vision, and life insurance; short‑term and long‑term disability; 401(k) match; flexible spending accounts; health savings accounts; employee assistance program; educational assistance; parental leave; paid time off for vacation, personal business, sick time, and parental leave; and twelve paid holidays.

You Must Have:

• Strong finance and domain expertise; solid understanding of core financial processes
• 3–5 years Honeywell experience at SBG HQ and/or corporate level
• Bachelor's degree in business, finance, or related field (MBA preferred)
• 10+ years total finance experience

• Effective communication skills:…