Role Summary

The Shared Service Centre Manager is responsible for leading and managing the South Africa UK Shared Services Team to deliver efficient, high-quality, and cost-effective support services to various business units or departments within the organisation.
The role involves overseeing daily operations, optimizing processes, and ensuring compliance with company policies and industry standards

 
Key Work Outputs & Accountabilities
Leadership and Team Management:

Provide strong leadership to the shared services team, including hiring, training, and development of staff in conjunction with the UK Department Line Managers.
Set in conjunction with the UK Line Management clear goals, expectations, andperformance metrics for team members.
Foster a collaborative and customer-focused culture within the SSC.

Process Optimisation:

Identify opportunities to streamline and improve shared service processes andworkflows.
Implement best practices to increase efficiency and reduce costs.
Continuously monitor and optimize service delivery.

 
Service Delivery:

Ensure the timely and accurate delivery of shared services, such as Contact CentreManagement, Central Operations, Marketing, or other relevant services.
Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to meetor exceed targets.
Address and resolve service delivery issues promptly.

Compliance and Quality Assurance:

Ensure that all services provided by the SSC comply with company policies, industryregulations, and legal requirements.
Establish quality control measures to maintain high service quality.
Conduct regular audits to ensure compliance and quality.

 
Technology and Automation:

Implement and maintain appropriate technology solutions and automation tools toenhance service efficiency.
Stay updated on technological advancements to drive innovation within the SSC.

Cost Management:

Manage the SSC budget to optimize costs and allocate resources effectively.
Identify cost-saving opportunities without compromising service quality.

Stakeholder Communication:

Maintain effective communication with internal business units or departments to understand their needs and expectations.
Collaborate with stakeholders to address concerns and make improvements.

Risk Management:

Identify and mitigate potential risks that may impact the shared services function.
Develop and maintain contingency plans to ensure uninterrupted service delivery.

Reporting and Analysis:

Prepare regular reports on SSC performance, including KPIs, SLAs, and financial metrics.
Use data-driven insights to make informed decisions and improvement