Mission Details • 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.
Required Profile • 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: o Defining and managing SLAs and contracts o Management reporting o Business process re-engineering and strong business process knowledge o Assessing and measure 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, 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