Job Overview
This role serves as the primary liaison between the Shared Services Organization and its Business Process Outsourcing (BPO) partners, ensuring seamless service delivery and operational excellence.
The incumbent will develop and implement governance frameworks, establish accountability and decision-making processes, and set performance frameworks, including scorecards, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
Key Responsibilities
Servicing Excellence
Develop and maintain high service standards, ensuring contractual obligations are met and stakeholder needs are addressed.
Collaborate with SSC Functional Leads to deliver exceptional services, owning the design, operation, and improvement of governance models, SLAs/KPIs, vendor management, service catalog, recharge models, and the Global Process Ownership (GPO) model.
Vendor Management
Manage vendor performance, driving continuous improvement and contractual compliance, while overseeing quality control related to finance and internal controls.
Service Strategy
Establish the Service Strategy for the SSC organization, ensuring alignment with business objectives and stakeholders' expectations.
Governance Framework
Develop and maintain a robust governance framework for SSC operations, ensuring accountability and transparency throughout the organization.
Required Skills and Qualifications
A Bachelor's Degree is essential, accompanied by 8+ years of relevant experience in service and vendor management within a global Business Process Outsourcing (BPO) organization.
Experience managing senior stakeholder expectations, working independently, and as part of a global team, is highly valued.
Excellent communication skills, attention to detail, and proficiency in Excel, analytics, and digital systems are also required.
Benefits
The role offers a hybrid working arrangement, allowing for a balance between work and personal life.
A requirement to be onsite weekly can be accommodated, with flexibility in scheduling.
Others
Please note that non-passport holders may need to obtain a work permit.
For more information, please refer to our website.