Overview
Provide strategic leadership and oversight for operations support within the Global Shared Services Centre (GSSC) in Manila, ensuring efficient, effective, and timely management of resources, business change, and improvement initiatives.
Key Responsibilities
- Provide strategic leadership and oversight to units including Strategic Business Change Management, Resources Management, Business Innovation, Customer Care, Enablement Services, and Quality Control.
- Define and manage service level expectations with stakeholders.
- Lead and develop managers and professional staff.
- Lead and implement strategic change initiatives across business processes, technology, and organizational structures.
- Shape and drive GSSC's global change agenda.
- Collaborate and influence stakeholders to build consensus and secure commitment to change initiatives.
- Manage risks and performance by defining success metrics and monitoring progress.
- Lead, manage, and build capacity within diverse resources management teams.
- Establish strategic priorities and provide direction and oversight across administrative and support functions.
- Implement and monitor robust internal controls and reporting systems.
- Provide strategic guidance and advice for new business improvement initiatives.
- Oversee regular reporting and analysis of service performance metrics.
- Lead structured performance reviews with GSSC Hub Chiefs and key stakeholders.
- Act as a liaison between innovation teams, GSSC Hubs, and Units.
- Collaborate with stakeholders to ensure enterprise systems support efficient workflows.
- Oversee the Customer Care team, ensuring high performance and adherence to service standards.
- Develop customer service strategies.
- Act as the escalation point for complex customer issues.
- Oversee the knowledge management of GSSC Standard Operating Procedures (SOPs), KPIs, SLAs, and process maps.
- Provide governance and oversight of data and ERP role management.
- Perform other duties as may be assigned.
Required Experience
- Ten years of progressively responsible experience in financial management, accounting, or audit, preferably in an international organization or shared services environment.
- Demonstrated experience in managing large finance operations or transaction processing teams.
- Solid experience with ERP systems (preferably Oracle) and financial reporting tools.
- Proven track record in leading change management, process improvement, and automation in financial operations.
Qualifications
- Master´s degree in Business Administration, Management, Industrial Engineering or a related field from an accredited academic institution with ten years of relevant professional experience; or, Bachelor’s degree in the above fields with twelve years of relevant professional experience.
- Professional certification as a Change Management Practitioner (e.g. Prosci Certified Practitioner), or equivalent is strongly preferred.
