Director, Shared Services Center Operations

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Key Result Areas:

• Partnership with the functional leaders of the shared service function teams the Shared Services Center (SSC) in building a sustainable operation model with robust business continuity planning and exercises and identifying opportunities to leverage resources across teams;
• Define and lead the development plan of the SSC in next 12-24 months (100+ headcount to be hired in the SSC)
• Define the strategy of performance measurement of each function teams by establishing SLA and KPIs within the SSC with alignment with stakeholders and enterprise-led leadership, build a reasonable and efficient mechanism and systems for measurement and reporting purposes;
• Active in driving continuous improvements by identifying and leading automation and streamlining initiatives;
• Develop strategy and steps plan for attaining the “One Center” governance model, including but not limited to the validation process and development of services transition plan, talent acquisition and development, performance and reward calibration, and projects and resources prioritization; 
• Assess and advise on the people plan in building a sustainable resources pool with capability to support the established scope of services according to the business calendar without disruption and scalability in meeting regional and global incoming demand;
• Accountable for the overall SSC budget and monitor the CAPEX and OPEX in achieving the aligned financial goal across functions;
• Derive and administer the intercompany rebilling model and assess the arrangement together with Corporate Tax on periodic basis;
• Build business network with other reputable SSCs in Malaysia for nurturing technology and best practice leveraging; and
• As the representative of SSC in liaison with relevant authorities and consultants for maintaining the ICT status, governing the labor and expat related processes in ensuring compliance with regulations and meeting the business plans from time to time.

Competency Requirements :

Behavioral Competencies –

• Leads the development of a 12 to 24 months functional strategic plan, by taking an outside-in, forward looking perspective
• Possesses broad business understanding and anticipates how functional strategy plays a role in achieving overall business goals
• Enjoy collaborating with a wide range of functional teams to achieve goals and champion changes
• Has ability to break down overall direction into achievable goals for teams and help them to stay organized, provides appropriate resources against work committed
• Show proficiency in using a wide range of communication channels, proven ability to develop, sell and drive suitable partnerships and alliances
• Ability to simplify highly complex analyses and output into terms that are easily accessible and impactful in both written and verbal formats
• Subscribes to the highest standards of ethics and business/personal integrity
• Ability to manage sensitive employee information in a highly confidential manner

Functional Competencies

• Knowledge of regulatory environment such as labor, accounting, tax and internal controls framework
• Knowledge of Shared Service Centre metrics and systems
• Keen on continuous improvements with experience in Six Sigma, Lean, Process Reengineering or TQM
• Experience in budget and resources planning, P&L monitoring and reporting, contract management, and regulatory external reporting

Experience

• 10+ years in MNC environment
• 5+ years in team and project management role with exceptional communication skills
• Proven records of managing multi-national team, cross-countries working experience is desired
• Experience in shared services center operation model
• Knowledge in corporate governance, accounting and budgeting, process and performance measurement, regulatory and compliance would be a plus