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Global Shared Services Center Director

SoftServe
4 года назад
05 июля 2019
Киев

Job Purpose: 

The Global Shared Services Center Director will lead set up and then continuous upgrade of our  Global Shared Services Center at SoftServe, refining and implementing the overall service delivery strategy, including developing and executing on a detailed program roadmap, working with process owners, designers and operators to identify optimal service solutions and continuous improvement. This is a global role that will require travel, understanding of different cultures and local context.

 

Duties and Responsibilities: 

  • Establish and lead the Service Delivery Model and support activity to ensure efficient and effective delivery of shared services associated with Hire-to-Retire, including building effective partnerships with all stakeholders (Finance, Human Resources, Global Talent Operations, and other departments) to deliver proactive, comprehensive customer service solutions
  • Responsible for the coaching/development of direct reporting SS professionals and supporting a culture of teamwork and engagement
  • Optimize existing HCM, Workday, to enhance the delivery of shared services 
  • Own Shared Services Business Function; drive change and continuous improvement via set up of Shared Services Business Function Framework, leveraging Designers, Operators, Competency profiles and Insights
  • Consult with process owners to explore opportunities to mature/optimize key processes 
  • Develop and handle detailed program plans covering deliverables, program milestones, requirements, staffing, and budgets
  • Develop and maintain appropriate operation policies, standards, guidelines, and procedures. Ensure that processes and practices are standardized across functions and locations
  • Develop effective performance culture and implementation systems
  • Ensure metrics and reporting are established to measure SS activity globally
  • Monitor process adoption and maturity levels for key service management processes
  • Provide processes oversight and support to the businesses to enable them to comply with relevant policies and to meet internal reporting requirements in a timely and compliant manner
  • Deliver SLAs/KPIs and improve the efficiency of the operations each year

 

Requirements: 

Education and degree - 

  • University degree preferably in Human Resources, Business Administration or Finance 

Specialized knowledge - 

(special knowledge needed for being successful on current position)

  • Very good knowledge of processes within BPO/SSC 
  • Excellent English knowledge (a must)

Skills & abilities - 

(a skill is a learned capacity to perform pre-determined results with the minimum amount of time, energy, or both. Skills and abilities can be added or improved upon through education, training, and experience) 

  • Advanced MS Office skills
  • Ability to translate strategy into deep operational execution, leveraging process expertise and analytics skills.
  • Time management skills - ability to focus and get things done and know what is business critical; able to deal with conflicting priorities and ambiguity
  • Co-ordination/planning/resource allocation - ability to bring together different people with conflicting schedules/ideas and meet deadlines
  • Excellent communication skills that build trust, create open channels of communication, create impact without direct authority and achieve collective buy-in
  • Proven analytical skills - able to decide when more work needs to be done or if the high-level analysis is sufficient
  • High level of attention to detail
  • High level of personal and professional integrity and confidentiality
  • Ability to implement and continuously improve and scale processes that are durable and relevant
  • Ability to establishes measures of success and analyze data to create business insights and improvements, and measure the customer experience. 
  • Ability to use relationships and influencing skills to not only to gain a better understanding of the company's needs but also to strategically accomplish goals and execute across the organization. 
  • Ability to attract, lead, and develop a strong, customer-focused, data-driven team and provide appropriate leadership, structure, coaching, training, and development
  • Works well in a fast-paced work environment

Experience - 

(special experience needed for being successful on current position)

  • Proven experience in global team management (50+ FTE)
  • Expertise in utilizing data to scale and improve services and experiences
  • Proven success in creating customer-centric experiences in an efficient and culturally appropriate way
  • Demonstrated success in balancing the need for efficiency and scale with customer satisfaction and a sense of high touch for all employees
  • Successful track record of creating solutions to meet the evolving needs of the business
  • At least 5 years of experience and knowledge in HR, ERM preferred
  • 3+ years demonstrated experience in a supervisory/leadership role. Passion for developing people and strong teamwork
  • Strong knowledge of HR disciplines around change management, presentation skills, consultative skills, conflict management and ability to interpret and apply policies and procedures
  • Experience with a Shared Service Delivery processes and Systems
  • Experienced with HCM software (Workday, SAP SuccessFactors, etc.)
  • Experience in budget and financial management

 

HR Татьяна Федченко

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