Senior Manager - Transformation & Governance

Key Responsibilities:

• Lead the overall governance and operational oversight for a regional shared services environment, ensuring consistent and effective service delivery.
• Act as a central coordination point for operational performance, service management, and improvement initiatives across functions.
• Partner closely with senior SSC leadership to translate operational data into meaningful performance insights and action plans.
• Develop and continuously refine governance structures covering service standards, escalation protocols, controls, and compliance practices.
• Facilitate regular operational and leadership review sessions to monitor service outcomes and align priorities.
• Ensure clarity and adherence to defined service scope, service commitments, and performance measurement standards.
• Serve as the key escalation channel for operational challenges, ensuring issues are resolved promptly with sustainable corrective actions.
• Oversee the end-to-end performance monitoring framework to maintain transparency on delivery outcomes and service effectiveness.
• Design and manage reporting mechanisms and dashboards covering operational efficiency, service quality, and value contribution.
• Provide analytical insights to leadership, highlighting emerging trends, risks, and opportunities for operational enhancement.
• Support transformation initiatives across shared services functions, working alongside functional leaders and key stakeholders.
• Apply structured improvement methodologies and digital solutions to streamline processes and enhance service quality.
• Identify opportunities for automation, standardization, and scalability within service delivery operations.
• Strengthen engagement with business stakeholders through structured feedback channels and partnership discussions.
• Drive disciplined execution of governance and transformation plans, ensuring milestones, actions, and dependencies are tracked and delivered effectively.