Shared Services General Manager

The Shared Services General Manager role is a critical role in providing improved capabilities that contribute to better business operations and outcomes. The role is responsible for setting up, managing and continuously improving the Shared Services Centre.

Core Responsibilities:

• Leading the development of the Shared Services Centre

• Identify, plan for, and develop strategies, services and activities to support current and future customer needs

• Drive efficiency and standardization with an emphasis on repeatable scalable processes to enable seamless integration of future growth activities

• Work with Functional Heads to enhance existing service offerings, through re-engineering and/or automation of key processes where necessary

• Identify and implement ongoing improvements of those activities within the different business processes

• To deliver agreed Shared Service Centre objectives and performance

• Oversee the development of SLAs with all customer groups

• Is dedicated to meeting the expectations and requirements of customers

• Establishes and maintains effective relationships with internal/external customers and gains their trust and respect

• Implements planning, budgeting, and communicates organizational goals

• Ensures compliance with policy and procedural directives

• Monitors overall Shared Service Centre, teams and individuals' performance

• Drives Shared Service Centre staffing through involvement with the selection, training, career development and evaluation programs

• Ensures that all controls, policies, activities, and the deployment of resources within the Shared Service Centre are consistent with its mission

• Any related tasks as assigned by the line manager

Qualification & Experience:

• Bachelor's and Associate Degree in Information Technology, Human Resources, Finance and Business, preferred

• Experience in setting up and improving a Shared Services Centre or experience in setting up, and managing a business process

• Knowledge and expertise in basic shared service controls and process desired

• Strong communication skills with the ability to present concisely and descriptively in both oral and written format to all levels of management

• Knowledge of shared service centre, or call centre metrics and systems desired

• Experience in establishing a new operation with the ability to attract, retain and motivate people

• Strong strategic agility, process engineering, and people management

• Excellent project management and extensive leadership experience and exhibits executive presence

• Strong negotiation skills desired