Global Business Shared Services, Client Relations Manager - North America
Newmont Mining - Elko, NV

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Founded in 1921 and publicly traded since 1925, Newmont (

) is one of the largest gold companies in the world. Headquartered in Denver, Colorado, the company has approximately 34,000 employees and contractors, with the majority working at Newmont's core operations in the United States, Australia, Peru, Indonesia and Ghana. Newmont is the only gold company listed in the S&P 500 index and in 2007 became the first gold company selected to be part of the Dow Jones Sustainability World Index. Newmont's industry leading performance is reflected through high standards in environmental management, health and safety for its employees and creating value and opportunity for host communities and shareholders.

The Client Relations Manager (CRM) is responsible for building and maintaining relationships with client stakeholders in the regions and with the CRM’s colleagues within the Global Business Serives organization, from implementation through sustainment. The CRM serves as a liaison, representing the views and perspectives of both GBS and the regional clients and coordinating the resolution of any issues, policy or process changes, and education between the groups. Additionally, as the regional representative of GBS, the CRM is a key point of contact for the GBS’ regional clients and helps execute GBS’s strategy as defined by the GBS leadership team.

Global Business Shared Services (GBS) is a new group internal to Newmont. It is a shared services organization primarily dedicated to processing transactions on behalf of Newmont regional business units. By consolidating processing activity and delivering it based on end-to-end, cross-functional processes, GBS leverages scale to deliver improved performance at lower costs and enables functions and local teams to focus on other more strategic priorities. GBS focuses on process excellence and continuous improvement using key performance indicators (KPI) and Service Level Agreements. GBS will consist of three work streams, Hire to Retire, Procure to Pay and Record to Report, in a two center operating model (US – Denver, and Asia location to be determined).

Essential Duties:
Responsible for helping execute GBS strategy in the region, including executing change management and client communication plans and maintaining the overall health of the client relationship.

Works to build and improve the client experience and client satisfaction by establishing open and direct dialogue and engagement with regional leadership and regional functional representatives.

Builds communication bridges between clients and GBS colleagues, facilitating conversations and introductions as required.

Raises, addresses, and helps resolve issues or concerns regarding proposed changes to people, processes, or technology, whether originating from GBS or from client.

Engages Work Stream Directors on an ongoing basis to ensure that client satisfaction is meeting or exceeding expectations; works collaboratively with them to monitor SLAs and report KPIs to clients and to design regional execution of Work Stream Director’s strategy.

Has a thorough grasp of the services provided and end-to-end processes covered in all three GBS workstreams in order to credibly represent GBS to clients. Workstreams include Record to Report, Procure to Pay and Hire to Retire.

Networks and influences internal and external personnel across multiple functional areas, including HR, GSM, Finance, Change, Communications, and Operations.

Looks for and proposes expansion of service opportunities to GBS leadership team. Schedules and conducts meetings on multiple topics ranging from client issues, feedback sessions, and change impact assessments to health checks and open ended check ins.

Works with regional change, communications, and functional partners along with GBS counterparts to develop and implement communications, client relationship, and change plans.

During implementation, is active member of program implementation team and helps set and manage client stakeholder expectations and roles; supports implementation activities as required.

The above duties and responsibilities are representative of the nature and level of work assigned and are not necessarily all-inclusive.

Working Conditions:
Travel ~10%. Requires travel to Denver or another main location two times per year. May require additional travel as necessary. Initial travel will be greater due to training at corporate and implementation.


Bachelor Degree in a relevant field.

Change Management experience.

Minimum of 7 years experience in client relations with a global focus.

Shared service center experience.

Strong collaboration and relationship management knowledge, skills and abilities.

Strong communication, facilitation, presentation and creative problem solving skills.

Excellent communication, negotiation and interpersonal relationship skills; ability to execute through impact and influence vs. line authority.

Strong analytical and problem solving skills.

Ability to exercise discretion and judgment when dealing with sensitive issues.

Proven ability to work in global, multi-cultural environment.s



General Interest

Primary Location



About this company
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Newmont Mining Corporation is primarily a gold producer, with significant assets or operations stretching across the United States,...