Head of Shared Service Center

Operational Activities

• Implement shared services operating model, including service management capabilities, along with the service catalogue and service level agreements;
• Oversees service delivery and the day-to-day operations of the SSC, ensuring that all standards are met and procedures are followed. Establishes priorities and schedules of main activities;
• Reviews and monitors SSC-related services to identify trends and problem areas, reporting on risks, key performance indicators and proposed corrective action or new approaches;
• Monitors the SSC budget
• Sets standards for quality and ensures that operational activities are implemented in accordance with recognized procedures and guidelines and meet the established standards;
• Plans and develops SSC communication strategy and capacity development;

Coordination Work

• Part of the SSC global leadership team : drives close relationships with peers, focus on productivity improvements, contribute to enlarging ssc scope.
• Accountable for global ssc roadmap
• Establishes and maintains close working relationships with functional Divisions/Offices at Group, liaising on issues in the implementation of established policies and escalating to policy owners any issue requiring policy related decisions;
• Participates to functional & cross-functional meetings as required
• Shares feedback with other SSC Managers in the Group

Soft skills:

• Management and relationship skills:
  • Strong ability to manage and generate team spirit
  • Strong decision-making skills and professional judgment
  • Sense of service and diplomacy
• Demonstrated ability to work with remote environments;
• Ability to understand the big picture and translate it into tactical actions;
• Ability to multitask, manage priorities and deliver;
• Excellent leadership, communication (written and oral) and interpersonal skills;
• Proven ability to work creatively and analytically in a problem-solving environment;
• Desire to work in a fast paced environment.

Hard skills:

• Knowledge of quality control procedures

Languages :

• Fluent in English
• Fluent in French

Education:

• Master’s Degree in Business Administration is preferred  

Experience:

• Minimum 3 years  of relevant experience in coordinating, leading and/or managing operations and administrative activities in SSC/BPOs business models;
• Direct experience in creating business growth;