Shared Services Manager

2 weeks ago


Bloubergstrand, South Africa Believe Resourcing Full time

**PACKAGE**

R90 000 per month

**OUR CLIENT**

This international BPO company is one of the top providers of customer management services in Africa, supporting domestic and international clients.

**SUMMARY**

Manage the Shared Services team to maintain and enhance consolidated business function

support capabilities in support of organizational objectives with the use of global best practices

and enabling technology.

Responsible for the centralised ticketing, servicing, incident, and change management

operational functions, engaging with key stakeholders to continually improve its efficiency and

effectiveness in pursuit of exceptional employee and client experiences and organizational

scalability through operational excellence.

**RESPONSIBILITIES AND DUTIES**

**People Management**
- Manage the daily operations of the Shared Services team.
- Implement effective resource planning and Shared Services strategies and operations.
- Set and meet performance targets for response times, efficiency and quality.
- Review the performance of the Shared Services team, identify developmental needs

and provide coaching and training as required.

**Shared Services**
- Coordinate and manage Shared Services projects and initiatives.
- Handle and route queries and provide assistance and advice to customers and regions.

Refer more complex queries to relevant specialists (2nd and 3rd line).
- Document, track and monitor issues to ensure resolution in a timely manner and that

tasks are set at the appropriate priority levels.
- Improve overall response times to customers and employees.
- Provide functional and technical support to all internal and external users where

required.
- Respond to and coordinate all designated queries and tickets in a timely, efficient and

professional manner (24-hour first response time).
- Accurately track events and problems through to resolution in the ticketing system.
- Contribute actively to the knowledge management strategy - Contribute to the company's

knowledge base by reviewing current material and submitting improvement

suggestions and engaging other contributors.
- Utilise data analytics in support of engaging stakeholders to find improvement

opportunities
- Manage the implementation, rollout and maturing of Shared Services IT Solutions

including integrations, ticketing, incident, change, knowledge management,

automation and other complimentary technologies (supporting digital transformation

efforts).
- Review and continually improve upon existing processes based on feedback and data.

**Maintain and Improve Shared Services Performance**
- Manage the implementation and improvement of Shared Services systems, processes,

Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
- Monitor compliance with and improvement of Shared Services policies, processes and

procedures.
- Develop and manage internal SLA’s with various departments.
- Monitor and analyze customer query resolution trends.
- Analyse relevant data to determine the level of support provided and prepare reports.
- Identify and implement strategies to improve the quality of service.
- Prepare the annual department budget and monitor performance against budget

**QUALIFICATIONS**
- Tertiary degree/diploma in Business or Technology required
- Modern, relevant technology and operations/process certifications advantageous (e.g.

ITIL, COBIT, IIBA, Ops)
- Knowledge of DevOps and agile practices advantages

Experience
- 5-10 years’ Management experience
- Shared Services Domain knowledge - Operations, Service Management, IT, Change,

Governance
- 3-5 Years in similar role (scope including IT, Finance, HR, Legal, Information Security,

Facilities, Procurement etc.) - SSC, BPO, Shared Service, Operations function

**Personal characteristics**
- Excellent communications skills (including conciseness and clarity of voice)
- Delivery and Results orientation
- Analytical ability and problem solving
- Decisive
- Dependable and organised
- Takes ownership of problems and drives them to conclusion
- Process and Systems thinker
- Attention to detail
- Proactive (Initiative)
- Flexibility / Agile mindset
- Ability to deal with people at all levels and an influential change agent
- Ability to explain complex concepts in an easily understandable way

**REPORTING LEVELS**

The job holder reports to the Digital Technology Director

**KEY RELATIONSHIPS**
- Key relationships with client-facing regional roles (CSMs, Sales/Marketing, NBD), IT,

Finance, People and Culture, Legal, Security, Solutions to support Employee and Client

Lifecycle
- Relationships in support of core value chain processes related to Client onboarding and

Employee Onboarding journeys to be coordinated and improved upon


  • Data Manager X1

    4 weeks ago


    Bloubergstrand, South Africa Synexa Life Sciences Full time

    **JOB PURPOSE** The primary objective of the Data Manager is to provide a professional yet personal approach to scientific and business data management. Furthermore, to ensure high quality scientific and customer service delivery via effective and efficient operations in data management systems and processes. **MAIN AREAS OF RESPONSIBILITY** - Ensure that...


  • Bloubergstrand, South Africa Synexa Life Sciences Full time

    **JOB PURPOSE** Forming part of the Shared Services dept., the Infrastructure officer oversees and performs activities related to equipment & facility management, under the guidance of the infrastructure manager. **RESPONSIBILITIES** (may include, but not limited to): - Read, write, review and update standard operating procedures (SOPs). - Identify...


  • Bloubergstrand, South Africa Marriott International, Inc Full time

    **Job Number** 23051464 **Job Category** Rooms & Guest Services Operations **Location** Cape Town Marriott Hotel Crystal Towers, Corner of Century Boulevard and Rialto Road, Cape Town, South Africa, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Follow all company...


  • Bloubergstrand, South Africa Marriott International, Inc Full time

    **Job Number** 23088727 **Job Category** Rooms & Guest Services Operations **Location** Cape Town Marriott Hotel Crystal Towers, Corner of Century Boulevard and Rialto Road, Cape Town, South Africa, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Supports all...

  • Guest House Manager

    4 weeks ago


    Bloubergstrand, South Africa Atlantic Oasis Guest House Full time

    4* Guest House which consists of 10 bedrooms, Bed & breakfast. 6 Self Catering Apartments all within the area **Responsibilities** - Day to Day operation - Breakfast preparation and service - Working with selected travel agents for booking rooms at our property - Making sure rooms are ready for Arrival ( room inspection) - Welcoming guest to the guest...


  • Bloubergstrand, South Africa Avacare Health Group Full time

    Avacare Health is an integrated healthcare group serving the African region and beyond through the distribution and supply of pharmaceuticals, medical consumables, consumer health and medical equipment. Founded in 1996 by anesthesiologist, Dr Vikramkumar Naik, with a vision to make a difference to the people of Africa. Our greatness lies in our commitment...


  • Bloubergstrand, South Africa Travelopia Full time

    **Summary**: The purpose of this role is to support the Regional Destination Managers and Destination Executives across a variety of destinations, globally, aiding both internal departments and external suppliers. There will be a focus on the maintenance of contractual agreements, for Hotels, Excursions, Tours, and Destination Management Companies. This...


  • Bloubergstrand, South Africa BLAAUWBERG BEACH HOTEL Full time

    **JOIN OUR TEAM AT BLAAUWBERG BEACH HOTEL.** **Front Office Shift Leader** The Front Office Shift Leader / Senior Guest Assistant assists the Front Office Manager to oversee, coordinate and direct the service, operations, logistics and activities of the shift in the Front Office department. Takes responsibility for the smooth and efficient operation of the...


  • Bloubergstrand, South Africa Believe Resourcing Full time

    **Job Title**:IT Sales Representative **Job Type**:Permanent Position **Location**:Cape Town, Observatory **Salary**:R14,500 per month + commission **Start Date**:Immediately **About The Client**: Our client is a South African IT company that provides managed IT services, cybersecurity solutions, cloud services, and digital transformation solutions to...

  • Immigration Associate

    4 weeks ago


    Bloubergstrand, South Africa Vialto Partners Full time

    Company Description Vialto Partners is focused on transforming the global mobility ecosystem to support multinational organizations and their employees. The organization sparks growth and creates meaningful impact for businesses and individuals in more than 150 countries, supported by a team of over 6,000 dedicated immigration, tax, human resources and...

  • Steward/ess

    2 weeks ago


    Bloubergstrand, South Africa Crew Life at Sea Full time

    Job Summary: We are currently seeking dedicated and service-oriented individuals to join our cruise ship team as Stewards/Stewardesses. As a Steward/Stewardess, you will play a crucial role in ensuring the cleanliness, comfort, and satisfaction of our guests on board. Your attention to detail, excellent customer service skills, and ability to work in a...


  • Bloubergstrand, South Africa BLAAUWBERG BEACH HOTEL Full time

    **JOIN OUR TEAM AT BLAAUWBERG BEACH HOTEL** **Front Office Receptionist** The Front Office Receptionist / Guest Assistant takes responsibility for the smooth and efficient operation of the Front Office shift as their primary operational responsibility by performing all process and service tasks to the standard of a Luxury 4-Star Hotel. The Front Office...


  • Bloubergstrand, South Africa Exodus Full time

    **We are excited to be seeking a customer-focused individual to join our Customer Operations Executive team at Exodus Travels, part of our Cape Town Adventure team.** Exodus Travels is one of the world’s leading adventure travel companies delivering outstanding travel experiences across more than 90 countries worldwide. Offering unparalleled expertise and...


  • Bloubergstrand, South Africa Kaelo Full time

    Company Description **About Kaelo** Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and...

  • Waxitologist

    4 weeks ago


    Bloubergstrand, South Africa WAXIT Full time

    We are seeking WAXITologists who are friendly, well-spoken and detail orientated and who thrive under pressure. You must LOVE waxing only! If you want to help people out of their hairy situations and know how to take clients from fuzz to flawless, join us! **Responsibilities**: As a WAXITologist you will be a true brand ambassador representing customer...


  • Bloubergstrand, South Africa West Coast Personnel Full time

    Published - April 16, 2024 - Location - Bloubergstrand, South Africa - Category - Business - Job Type - Full-time - Salary Type - Monthly Salary - Salary - R18 000 Per Month **Description**: **Networking and Technologies Specialist - Blouberg, Cape Town - R18 000 Per Month** We are currently seeking a Networking and Technologies Specialist wanting to seize...

  • Barman

    5 days ago


    Bloubergstrand, South Africa Marriott International, Inc Full time

    **Job Number** 23013241 **Job Category** Food and Beverage & Culinary **Location** Cape Town Marriott Hotel Crystal Towers, Corner of Century Boulevard and Rialto Road, Cape Town, South Africa, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Prepare drink orders for guests...

  • Reservations Agent

    7 days ago


    Bloubergstrand, South Africa Marriott International, Inc Full time

    **Job Number** 22202336 **Job Category** Reservations **Location** Cape Town Marriott Hotel Crystal Towers, Corner of Century Boulevard and Rialto Road, Cape Town, South Africa, South Africa VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all reservation requests, changes, and...


  • bloubergstrand, South Africa Adzuna ZA B C2 Full time

    Networking and Technologies Specialist - Blouberg, Cape Town R18 000 Per MonthWe are currently seeking a Networking and Technologies Specialist wanting to seize an opportunity to be part of a dynamic and growing team in the Western Cape province.This position is created through two companies that have collaborated for several years. Today they have several...


  • Bloubergstrand, South Africa AirAgents Full time

    **Reservations Consultant - Cape Town (Bloubergstrand)** We are an established short-term rental agency based in Bloubergstrand. Our proactive and dynamic team manages a growing portfolio of short-term holiday rentals along the West Coast and Atlantic Seaboard. As we expand our property portfolio, we would like to welcome a hardworking and goal orientated...