Service Delivery Manager

Description

Oversee and manage the shared services function within the organization. Leads a team of professionals and work collaboratively with various departments to ensure the efficient and effective delivery of shared services across the organization.

Duties and Responsibilities

Leadership and Team Management :

Provide strategic direction and leadership to the shared services team.

Recruit, train, and develop team members, fostering a culture of high performance and continuous improvement.

Set clear goals and objectives for the team and regularly assess performance.

Process Improvement and Standardization :

Identify opportunities to streamline and improve shared services processes, ensuring efficiency and effectiveness.

Implement standardized procedures and best practices across all shared services functions.

Monitor process performance, identify bottlenecks, and implement corrective measures as needed.

Service Delivery and Quality Assurance :

Ensure timely and accurate delivery of shared services, meeting established service level agreements (SLAs).

Monitor service quality and customer satisfaction, taking proactive measures to address any issues or concerns.

Continuously evaluate and improve service delivery metrics, KPIs, and reporting mechanisms.

Relationship Management :

Collaborate with key stakeholders and department heads to understand their needs and align shared services accordingly.

Foster strong relationships with internal customers, promoting a customer-centric approach.

Act as a point of escalation for complex issues or disputes, resolving conflicts in a timely and satisfactory manner.

Financial Management :

Develop and manage the shared services budget, ensuring cost-effectiveness and adherence to financial targets.

Identify cost-saving opportunities and implement measures to optimize resource allocation.

Monitor financial performance and provide regular reports to senior management.

Compliance and Risk Management :

Ensure compliance with relevant laws, regulations, and internal policies.

Identify and mitigate potential risks within the shared services function.

Implement and monitor internal controls to safeguard organizational assets and data.

KPIs

Addresses all issues related to employee needs particularly on compensation and benefits processing and other employee data needs ( certifications, renewals, etc).

Monitors performance of all existing providers both internal and external relative to the implementation or provision of employee related services ( tax, loans payments, etc) to ensure compliance with SLAs and contract provision.

Maintains accurate data related to employee services activities both on active and inactive files. Provides policies on processing times for requests of various nature by the employees In relation to given employee services data

Regularly reviews and recommends revisions / improvements on policies, guidelines and procedures related to employee services to ensure responsiveness and relevance, as well as alignment with changes in external legislatures / policies.

Processes and facilitates the review of accurate data involve in service transactions. Conducts research on best practices in employee services and applies continuous improvement for employee service

Competencies

CORE

HR Strategy and Solution Development

HR Technology Enablement

HR Service Culture Management

HR Services Delivery and Operations Planning

HR Analytics - Audit

Rewards and Recognition Implementation

SUPPORT

HR Analytics - Talent Analytics

HR Systems Thinking

Solutions Insighting and Development

Strategic Business Partnering

Strategic Communications

Target Operating Models - Business Process Improvement

Start up Life Cycle Management

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.