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 balance 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 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 measure improvement initiativesGood command of English with excellent written and verbal communication skills.
Proficiency in SAP system, Power Bi and computer applications (Microsoft Office applications - Outlook, Excel, Words, 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 skill and ability to interact well with all the process actors in the chain#J-18808-Ljbffr