Ssc Service Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Sinergia Talents Sdn Bhd Full time

JOB SUMMARY

This role is critical to the success of the SSC organisation and will report directly into the SSC Managing Partner.

The individual will be an integral part of the local senior management team.

The role manages and tracks the service levels provided by the SSC Functional Leads to the Operating Companies it serves, including service interactions, quality, reporting, KPI's, alignment to the Group Targeting Operating Model, and timely resolutions of escalations.

The individual will provide the highest level of customer service while developing lasting customer relationships within the SSC and the Operating Companies.


The role will direct and coordinate the global strategy of the SSC organisation adhering to the global target operating model, set processes, company policies and procedures, set goals and objectives to ensure compliance and maximise efficiencies and streamlining.

Responsible for ensuring and continually improving the performance, productivity, efficiency, and profitability of the SSC organisational operations through the provision of effective methods and the global strategy.


The role also requires the individual to assess, suggest and outline improvements to optimise automation and efficiency, working with the technical Finance Project Manager whilst ensuring the country SSC continually provides a best-in-class quality of customer service.


KEY RESPONSIBILITIES

The Service Manager is accountable for;

  • Effectively ensure the SSC Functional Leads manage the team objectives and service level goals are being carried out and met to a high standard.
  • Work flexibly across all pillars of the SSC team, providing appropriate support where business needs require.
  • Provide exemplary customer service to the operating companies, including maintaining customer relationships and ensuring any operating company concerns or complaints are quickly and professionally managed by the applicable Functional Leads.
  • Primary contact to manage and seek timely solutions to escalations received from operating company senior management.
  • Manage adherence to the Group Target Operating Model across all functions.
  • Monitor the quality assurance of the services being delivered.
  • Collate and document a monthly central report detailing service successes and challenges on both the SSC and OpCo side for review by the Central Team.
  • Work with the senior management team to follow the directive set by the global central management team in ensuring strategic plans are deployed to ensure efficiency optimisation, streamlining and cost reduction.
  • Ensure Functional Leads adhere to compliance aligned to standing operating procedures, processes, training manuals and WPP Policy and Procedures is being adhered to.
  • Promote the development of functional experts by reviewing the requirement for and deployment of regular training sessions utilising the central management team training and change management tools, guidance, and expertise.
  • Propose and lead process simplification, automation, in alignment with the International Process Director, the SSC country Managing Director, and the Finance Project Manager to ensure successful implementation of automation.
  • Regularly meet with the country SSC Managing Director and the WPP operating countries to hold Service Review Meetings (SRMs) to ensure the quality of customer service and experience is consistently improved.
  • Track customer service level agreements and key performance indicators (KPIs) to ensure the global service levels are met in a timely manner.
  • Analytical review of the KPIs with the Functional Leads to establish efficiency optimisation across all functions.
  • Participating and, where appropriate, leading project management meetings.
  • Ensure structured training is provided for new processes and tools implemented.
  • Ensure compliance of the control environments and adherence to the SSC processes are being met in accordance with the defined WPP SOX controls guidelines.
  • Lead and drive all SOX/ICFR audit and Internal audit for SSC.
  • Maintain the SOX Matrix for all operating companies the SSC services ensuring changes are captured and documented within the Matrix as and when they occur throughout the fiscal year.

ROLE-SPECIFIC SKILLS/ATTRIBUTES

Skills/Experience

  • Demonstrate strong functional expertise and understanding/interest in endtoend business service and processes.
  • Degree in Business or Accounting preferred but prior experience in Service Management or equivalent management experience required.
  • Proven trackrecord in successful leadership.
  • Energetic, detailed oriented, able to adhere to deadlines in a timely manner
  • Strong organizations skills.
  • Excellent client facing communication skills for negotiation & reconciliation.
  • Adaptable to change.
  • Exceptional coaching skills.
  • Action planning and prioritization skills.
  • Confidence in dealing and building relationships both internally and externally
  • Commitment t

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