Shared Services Manager

hace 2 semanas


Colombia Velocity Global A tiempo completo

***

We are currently looking to hire a Shared Services Manager to join our growing Global Delivery Center team. This team is a shared services division of Velocity Global, which provides 24/5 global support to our clients and internal functional teams.

**RESPONSIBILITIES**
- Provide high-quality service support to our global teams and customers in collaboration with the Client Experience, Employee Experience, Payroll, Finance, and other internal functions
- Ensure all projects are tracked in the internal project management tool and work closely with the Shared Services Managers on capacity, demand, and productivity management
- Standardize processes across internal teams and develop Standard Operating Procedures
- Ensure efficient usage of the ticket management systems across teams
- Work with leadership on developing new service offerings and continuous improvement of services
- Fostering strong relationships with key stakeholders in the organization, to understand their needs and requirements and ensure that shared services are aligned with the overall business strategy.
- Manage service delivery according to OLAs and maintain high-quality of service
- Work closely with functional leaders on process design and drive efficiencies across the organization
- Drive KPIs for the Global Delivery Centre and improve cost efficiencies for the Centre
- Ensure staffing of resources to enable a 24-hour support system for the organization
- Manage, train, and develop a team of Shared Services Associates
- Measurement of metrics and regular reporting of progress to stakeholders
- Maintain documentation as per required company quality standards
- Drive accountability around data integrity throughout systems

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not construed to be an exhaustive list of all job duties performed by the personnel so classified.

**QUALIFICATIONS/SKILLS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor's degree or equivalent work experience required; Master's degree a plus
- 5+ years of experience in international Shared Services Centers / BPOs or equivalent managing cross-functional projects and providing operational excellence
- Experienced in managing Shared Services Center teams along with experience in setting up multiple service lines is required
- Strong understanding of the operations and administration of a 24/7 Shared Services Center
- Strong people management experience leading large teams is required
- Proven experience in managing OLAs and driving cost savings in organizations
- An experience in Client Account Management is preferable
- Previous experience working with different ticket management systems
- Business proficiency in the English language required
- Research-oriented, exceptional organizational skills and attention to detail with an ability to quickly assimilate information
- Excellent presentation, verbal and written communication, and listening skills
- Strong consultative customer service and project management style
- Technology-literate, including Microsoft Office and Google suite
- Strong work ethic and a passion for creating unparalleled customer experiences
- Interest in international business and contributing at a consistently high level

GO FARTHER WITH VELOCITY

At Velocity Global, we're building a dream team made up of the world's best talent. We're looking for people like you to join us as we make opportunity borderless for people everywhere.

ABOUT VELOCITY GLOBAL

At Velocity Global, our values represent who we are and the company we want to be. We harness the power of unity, diversity, and collaboration, drive for impact, and win as a team - bringing our unique talents together to achieve our common goals. In partnership with our customers and ourselves, we are better together, and together, we win.

Please refer to our present benefits offering here.



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