1. Designing and delivering the shared services vision
- Responsible for designing and delivering the shared services organization’s vision.
- Identify trends and assess opportunities to improve processes and execution.
2. Leading change and people
- Continuously discovering and providing small but meaningful opportunities and experiences for employees to develop their own capabilities.
- Encourage and motivate employees to explore challenges and make it a success; give recognition for successes achieved.
- Provide coaching, direction, and support - not only when people request actual support, but also when they are reserved and unaware of what the challenges are.
3. Driving continual improvement
- Ensuring that the SBC MY organization consistently meets the needs of the key business stakeholders.
- Ongoing focus on providing improved capabilities that contribute to better business operations, KPI attainment and outcomes
4. Oversee operational systems, processes, and infrastructure while looking for opportunities for improvement.
5. Work with the Shared Business Center MY (SBC MY) team leaders to help set and meet daily and quarterly goals/KPIs.
6. Works closely with Head of Regional Back-Office on other special planning and departmental projects.
Specific Roles:
- Accountable to meet Service Level (eg; SLA) and Customer Satisfaction targets (eg; CS index).
- Monitoring daily performance of team leaders and executives to ensure KPIs are met.
- Prompt problem solving to minimize aging transactions and customer disputes.
- Proactively interface with unit key users to facilitate seamless transaction processing.
- Monitor team performance and service quality; identify performance gaps so as to deliver effective coaching and training.
- Develop initiatives aligned with company direction and lead change management efforts of the team.
- Act as a mentor for team leaders and senior executive who work in different process areas.
- Engage SBC MY leadership faculty to support and contribute towards SBC MY organization development initiatives.
- Participate in peer coaching activities in collaboration with DBS or Unit Key Users to better understand each stakeholders’ unique requirements and needs.
- Work closely with management team to ensure all operational, administrative, and compliance functions within the SBC MY organization are being properly executed in accordance with regulatory-based best practices.
- Identify developing trends and assess opportunities to improve processes and execution.
- Conduct reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders.
- Ensure seamless business execution, reinforce positive morale, and uphold company values.
- Conduct interviews and collaborate with onboarding team to ensure a seamless integration experience for the candidate.
- Raise and track issues and conflicts, resolve issues of medium complexity involving stakeholders and promptly escalate to appropriate levels other more pertinent issues when required.
Desired Outcomes:
- A focus on delivery and results based on set KPIs
- Relationship, collaboration, and communication skills.
- Strong leadership and managerial capabilities
- The ability to drive change, including influencing skills.
- The desire to improve performance, services, and outcomes.
