Shared Service Center Manager

 

Recruiter:

TalentLink

Job Ref:

1616487628

Date posted:

Tuesday, February 15, 2022

Location:

Pretoria, South Africa


SUMMARY:
-

JOB DESCRIPTION:

  • Establish/ensure the optimal team design, processes and procedures to achieve objectives.
  • Responsible for meeting and exceeding Service Level Agreements and customer expectations.
  • Using client’s metrics to track and report key performance measures. Communicate metrics to relevant stakeholders to highlight issues, identify root causes, and solve in conjunction with other functional process owners.
  • Create and measure KPIs to benchmark and optimise performance on an ongoing basis, drive standardisation and transformation to fulfil internal and external customer requirements.
  • Identify, develop, and implement best practice procedures for the P2P, R2R and O2C streams, constantly looking to external companies to benchmark performance against for improvement.
  • Ensure adoption of best practices and continuous improvement programs as well as tracking & reporting thereof.
  • Structure quality control processes to ensure accuracy and compliance with established procedures.
  • Manage staff from multiple teams (and geographies) including recruitment, training, distribution of workload, coaching and development.
  • Provide employees with continuous feedback and coaching using talent-and-performance management tools.
  • Manage team in day-to-day responsibilities, issue escalations as well as career development and performance feedback processes.
  • Provide excellent service to internal and external customers, addressing and resolving Customers’ issues and concerns.
  • Assist in the resolution of aged payables through collaboration with multiple teams (both in client and SSC areas).
  • Focus on automation & provide input to streamline processes to improve accuracy and efficiency.
  • Submit period reporting to internal leadership and client to include SLA and KPIs.
  • Assess productivity and consistency of the shared services functions on an ongoing basis identifying opportunities to enhance value.

 

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