1x Shared Service Centre Manager

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.
A Shared Service Centre (SSC) Manager plays a critical role in our UK organisation, overseeing and managing the shared services function in Cape Town, South Africa to enhance efficiency, cost-effectiveness, and quality of services provided to various UK business units or departments within the company.

**Requirements**:

- 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, and performance 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 and workflows.
- 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 Centre Management, Central Operations, Marketing, or other relevant services.
- Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to meet or 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, industry regulations, 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 to enhance 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 improvements.

QUALIFICATIONS and EXPERIENCE
- 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

Employment Equity