Shared Service Centre Manager at Rentokil Initial South Africa

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.