Full time
Oversees the development and maintenance of Service Level Agreement and charging mechanisms for the services provided.
Ensure constant engagement with the key stakeholders in Business Units to ensure ongoing maintenance of the Service Level Agreements.
Establish timely reporting (e.g. monthly, ad-hoc reporting) and ensure information produced for reporting is aligned to SSC and/or Business Units demand.
Monitor service delivery and ensure that failed service levels are escalated, analysed, resolved and followed-up on a timely basis.
Monitor accurate and timely reporting including Power BI maintenance.
Manage and implement continuous improvement initiatives.
Proactively manage staff motivation, morale, and turnover.
Manage performance and career development of team members.
Allocate resources and responsibilities across team members.
Monitor resource utilization and ensure balanced workload among team members.
Manage stakeholder governance meetings including planning, organizing and driving with key team members.
Introduce and manage service line activities for shared service center including service catalogue, standard operating procedures, customer survey, ServiceNow, etc.
Job Requirements:
Recognized degree in Finance/Accounting or relevant disciplines; or professional qualifications such as ACCA, CPA.
5 - 7 years relevant work experience with at least 2 years in a supervisory position.
Experience in Shared Services Centre will be preferred.
Exposure in large and reputable organization would be an added advantage.
Experience in Customer Relationship Management roles would be an added advantage.
Experience in:
Defining and managing SLAs and contracts.
Management reporting.
Business process re-engineering and strong business process knowledge.
Assessing and measuring improvement initiatives.
Good command of English with excellent written and verbal communication skills.
Proficiency in SAP system, Power BI, and computer applications (Microsoft Office applications - Outlook, Excel, Word, PowerPoint, etc.).
Strong team management, negotiation, and problem-solving skills.
Excellent commercial knowledge of the business area and local financial environment.
Strong communication and interpersonal skills and ability to interact well with all the process actors in the chain.#J-18808-Ljbffr