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Shared Service Centre Manager

2 months ago

Cape Town, Western Cape, South Africa Rentokil Initial Full time
Job Title: Shared Service Centre Manager

The Shared Service Centre Manager is a critical role within our organization, 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 company.

Key Responsibilities:
  • 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.
  • Process Optimisation: Identify opportunities to streamline and improve shared service processes and workflows, and implement best practices to increase efficiency and reduce costs.
  • Service Delivery: Ensure the timely and accurate delivery of shared services, such as Contact Centre Management, Central Operations, Marketing, or other relevant services, and monitor service-level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed targets.
  • Compliance and Quality Assurance: Ensure that all services provided by the SSC comply with company policies, industry regulations, and legal requirements, and establish quality control measures to maintain high service quality.
  • Technology and Automation: Implement and maintain appropriate technology solutions and automation tools to enhance service efficiency, and stay updated on technological advancements to drive innovation within the SSC.
  • Cost Management: Manage the SSC budget to optimize costs and allocate resources effectively, and 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, and collaborate with stakeholders to address concerns and make improvements.
  • Risk Management: Identify and mitigate potential risks that may impact the shared services function, and 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, and use data-driven insights to make informed decisions and improvements.
Requirements:
  • Several years of experience in shared services management or a similar leadership role.
  • Strong understanding of shared service center operations and best practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Proficiency in process optimization, automation, and technology utilization.
  • Sound financial acumen and budget management skills.
  • Knowledge of compliance and regulatory requirements.
  • Analytical and problem-solving abilities.
  • Strong project management skills.
Benefits:

Benefits including:

  • Company contribution to Medical Aid and Pension / Provident Fund
  • Opportunity for Growth and Development

Rentokil Initial believes in diversity and thus offers all employees opportunities and avoids discrimination in compliance with the Employment Equity Act. Our selection process will therefore give preference to suitably qualified Employment Equity candidates in order to achieve our Employment Equity numerical targets.