Shared Services Performance
3 days ago
This position assures that the quality of the services meets or exceeds the requirements and maintains a high standard of excellence. The job holder is expected to work autonomously.
Responsibilities include managing the development and execution of overall shared services' quality and performance strategy covering the following areas:
- Performance Management
- Analytics & Reporting
- Compliance Management
- Quality Management
- Customer Relationship Management (CRM)
- Service Level Agreement (SLA) Management
- Policy, Process & Procedures
Key Responsibilities:
Planning:- Create and execute a clear strategy for the Shared Services activities that delivers high quality, effective services to all stakeholders.
- Develop an annual work plan that specifies key performance indicators and expected outcomes of success.
- Ensure accountabilities for the quality integrity and accuracy of the services provided.
- Actively participate in the development of best practice, policy and procedures, providing independent assurance in terms of gate reviews.
- Promote and nurture a proactive, continuous improvement and transformation culture across all shared service entities.
- Proactively assist the teams in the different functions of Shared Services.
- Lead the continuous improvement initiatives in developing a roadmap that exploits both the tools' capabilities and drives efficiency improvements in our delivery competence.
- Lead the team to achieve optimal operational availability as well as maximum satisfaction from the stakeholders.
- Develop and foster strong relationships with the foundation's stakeholders and leaders, establish service terms, performance standards, and feedback channels.
- Align with compliance, legal, and audit teams while governing established processes, procedures & work instructions.
- Be responsible for the definition and development of reports and dashboards for Services & Projects.
- Provide insights to the business and delivery functions that will enable them to apply learnings to future projects and programs.
- Excellent written, presentational, and communication skills.
- Experience of setting and achieving targets and producing work of high quality to agreed deadlines and budgets.
- Embrace, adapt, and drive change.
- Excellent facilitation and consultancy skills.
- Bachelor's degree in MIS, Business Administration, or any related field.
- MBA or equivalent post-graduate qualification from a recognized business school is preferred.
- Professional certifications in either PMP, CIPS, CIDP.
- 3 - 6 years' experience in relevant responsibility and scope.
Associate
Employment Type:Full-time
Job Function:General Business, Quality Assurance, and Project Management
Industries:Non-profit Organizations
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