The Shared Service Centre Manager is responsible for leading and managing the South Africa UK Shared Services Team to deliver efficient, high-quality, and cost-effective support services to various business units or departments within the organisation. The role involves overseeing daily operations, optimizing processes, and ensuring compliance with company policies and industry standards.
A Shared Service Centre (SSC) Manager plays a critical role in our UK organisation, overseeing and managing the shared services function in Cape Town, South Africa to enhance efficiency, cost-effectiveness, and quality of services provided to various UK business units or departments within the company.
Requirements
- Leadership and Team Management:
- Provide strong leadership to the shared services team, including hiring, training, and development of staff in conjunction with the UK Department Line Managers.
- Set in conjunction with the UK Line Management clear goals, expectations, and performance metrics for team members.
- Foster a collaborative and customer-focused culture within the SSC.
- Process Optimisation:
- Identify opportunities to streamline and improve shared service processes and workflows.
- Implement best practices to increase efficiency and reduce costs.
- Continuously monitor and optimize service delivery.
- Service Delivery:
- Ensure the timely and accurate delivery of shared services, such as Contact Centre Management, Central Operations, Marketing, or other relevant services.
- Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed targets.
- Address and resolve service delivery issues promptly.
- Compliance and Quality Assurance:
- Ensure that all services provided by the SSC comply with company policies, industry regulations, and legal requirements.
- Establish quality control measures to maintain high service quality.
- Conduct regular audits to ensure compliance and quality.
- Technology and Automation:
- Implement and maintain appropriate technology solutions and automation tools to enhance service efficiency.
- Stay updated on technological advancements to drive innovation within the SSC.
- Cost Management:
- Manage the SSC budget to optimize costs and allocate resources effectively.
- Identify cost-saving opportunities without compromising service quality.
- Stakeholder Communication:
- Maintain effective communication with internal business units or departments to understand their needs and expectations.
- Collaborate with stakeholders to address concerns and make improvements.
- Risk Management:
- Identify and mitigate potential risks that may impact the shared services function.
- Develop and maintain contingency plans to ensure uninterrupted service delivery.
- Reporting and Analysis:
- Prepare regular reports on SSC performance, including KPIs, SLAs, and financial metrics.
- Use data-driven insights to make informed decisions and improvements.
QUALIFICATIONS and EXPERIENCE
- Several years of experience in shared services management or a similar leadership role.
- Strong understanding of shared service center operations and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in process optimization, automation, and technology utilization.
- Sound financial acumen and budget management skills.
- Knowledge of compliance and regulatory requirements.
- Analytical and problem-solving abilities.
- Strong project management skills.
Benefits
Benefits including:
- Company contribution to Medical Aid and Pension / Provident Fund
- Opportunity for Growth and Development
Employment Equity
Rentokil Initial believes in diversity and thus offers all employees opportunities and avoids discrimination in compliance with the Employment Equity Act. Our selection process will therefore give preference to suitably qualified Employment Equity candidates in order to to achieve our Employment Equity numerical targets.
Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!
