Shared Services Excellence Manager

Shared Services Excellence Manager

Job Purpose:

Lead the development, governance, and continuous improvement of shared services frameworks, policies, processes, systems, and performance management practices. Ensure standardization, operational excellence, service quality, compliance, and alignment with organizational objectives across all shared service functions.

Key Responsibilities;

Governance & Policy Management

• Develop, implement, and maintain enterprise-wide shared services policies, procedures, standards, and governance frameworks.
• Ensure compliance with regulatory requirements, internal controls, and corporate governance standards.
• Establish and manage Delegation of Authority (DoA) and RACI frameworks across shared service functions.

Shared Services Excellence

• Drive standardization and optimization of shared service processes to improve efficiency, consistency, and service quality.
• Promote best practices and continuous improvement methodologies across all shared service operations.
• Act as the Center of Excellence (CoE) for shared services governance and operating models.

Service Management

• Develop and govern service management frameworks, including Service Catalogs and Service Level Agreements (SLAs).
• Monitor service delivery performance and ensure adherence to agreed service standards.
• Identify service gaps and implement corrective and preventive improvement initiatives.

Performance Management & Reporting

• Establish and maintain KPI frameworks, performance dashboards, and reporting mechanisms.
• Analyze operational performance data and provide actionable insights for management decision-making.
• Drive accountability through performance monitoring and governance reviews.

Process Improvement & Digital Enablement

• Lead process improvement and automation initiatives to enhance operational efficiency and customer experience.
• Collaborate with IT and business stakeholders to implement digital solutions supporting shared services operations.
• Identify opportunities for innovation, automation, and technology adoption.

Stakeholder Management

• Partner with functional leaders to ensure alignment between shared services objectives and business needs.
• Facilitate governance committees, performance review meetings, and improvement workshops.
• Serve as a trusted advisor on shared services governance, operating models, and process excellence.

Qualifications

• Bachelor's degree in Business Administration, Industrial Engineering, Management, Human Resources, Finance, or related field.

Experience

• 8+ years of experience in Shared Services, Governance, Operational Excellence, Business Process Management, or related areas.

• Experience in developing governance frameworks, KPIs, SLAs, and enterprise-wide process improvement initiatives.

• Experience leading digital transformation or automation projects is preferred.

Required Competencies

• Shared Services Management
• Governance & Compliance
• Process Excellence & Continuous Improvement
• KPI & Performance Management
• Service Management (SLA / Service Catalog)
• Policy Development
• Business Process Reengineering
• Change Management
• Data Analysis & Reporting
• Stakeholder Management
• Digital Transformation & Automation
• Project Management