Job Description :

Head - Shared Services Centre

KEY ACCOUNTABILITIES

(List the responsibilities/duties associated with the job. For each responsibility/duty listed, give the factors on which an individual's performance is judged).

Accountabilities

- SSC Operations and Center Management

- Lead and provide oversight for all management and administrative functions for smooth delivery of SSC Operations across service lines

- Drive coordination between Enterprise IT, Group FMS for SSC operations review and resolution of challenges

- Coordinate and liaise with SSC HR and Payroll teams for continuous monitoring of SSC Employee operations costs and reporting

- Continuously review and monitor SSC Financials

- Drive SSC BHR and TA Teams in coordination with HR, F&A and Procurement Services operations head for necessary people supply chain management effectiveness

- SSC Partner and Vendor Management

- Responsible for management of all SSC related contract and vendor relationships

- Work with Group CPD, GIL CFO Organization for effective processing of vendor payments

- Review and monitor Vendor Performance as per contractual SLAs

- Provide oversight of all Front office operations (Mail room centers, Onsite deployment etc.) for SSC

- SSC Service Delivery Operations

- Plan and Manage Operating manpower related AOP

- Drive SSC Staff meetings on periodic basis and conduct operational reviews as per performance management calendar

- Deliver SSC Operations in HR, F&A and procurement Services operational areas as per agreed service levels

- Partner Management

- Ensure effective partner engagement and governance

Stakeholder and customer satisfaction:

i. Lead and manage Operational governance and engagement with key stakeholders for all the three service lines at SSC

ii. Ensure effective interlock with key business leaders and continuously update them on SSC Operations

Operational excellence:

i. Implement Operational excellence framework and deliver tangible improvements.

ii. Support SSC Business Head in deploying THE CLIENT Business Excellence model in SSC

Quality and Compliance:

i. Deliver and ensure Audit and process compliance requirements

Innovation and Excellence:

i. Support in implementation of Continuous improvement culture and training on the operations floor

ii. Drive Structured Process improvement implementation and closure

iii. Lead Operational process improvement project including technology

Employee Engagement and Performance management

i. Responsible for Employee related HR policies and process implementation and governance

ii. Provide support to SSC BHR in consultation with Corporate CHRO for deploying organization specific HR policies, actions and initiatives

SSC Transition and Project Disha Operations support

i. Lead Operational stabilization of all incoming new transition processes

ii. Ensure and drive Operational scope consistency across all sectors

SSC Billing and Receivables management

Support SSC business Head in continuous reporting of Operational Business fundamentals including but not limited to Transaction volumes, Cost of operating manpower and preparation of monthly Cost per transaction billing statements

1. DIMENSIONS:

Financial Dimensions

(These should be quantifiable numerical amounts like annual budgets, project costs, annual revenue, purchase value etc.).

- Manage SSC operating annual budget

Other Dimensions:

- Oversight and management of SSC Ops heads for F&A, HR and Procurement

- Scale up from 100 FTEs currently to 500 FTEs

2. SKILLS AND KNOWLEDGE:

Educational Qualifications

- Engineer + MBA (Finance) from reputed institutions or Chartered Accountant

Relevant and total years of Experience

- 20 years of total experience of which

Last 5-7 years in setting up and managing Shared Services operations delivery, with experience of some successful process transitions, commercial proposal making and business development, in a third party BPO and not captive BPO

- Previous 10 - 12 years of functional experience in large, reputed multi-sector organizations in Finance & Accounts

- In-depth work experience in

- SAP ERP primarily MM / FICO modules

- India/ Global indirect taxation policies and framework

- Financial controls and compliance standards - SOX / SAS

- Exposure to IT Applications - Workflow solutions, Microsoft, Visio, Project Management systems

- Basic knowledge of employee statutory payments requirements - Payroll, PF, Insurance, Gratuity, Medical benefits

- Good understanding of LEAN Six Sigma and / or other process improvement techniques

- Knowledge and experience of leading and working with established quality management systems such as ISO

- Excellent communications skills

- Excellent presentation skills

- Excellent inter-personal skills

- Good PowerPoint skills

- Strong customer orientation

- Has the ability to be client brand ambassador

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