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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