Head of Global Operations Service Center (RDC)
TMF Group
Africa, Mauritius, Plaines Wilhems District, Quatre Bornes
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Salary
Rank
EVP/C-Suite
Responsibility
Head of SS/GBS
Scope
Global
Workplace
Hybrid
Functions
Finance
HR
IT
Real Estate/Facilities
Reports to
Level
0
Travel Max:
0%
Posting Date
03-05-2026
Description
TMF Group undergoes operational transformation that includes the rollout of new digital technologies, introduction of Automation, AI and implement the ‘Regional Delivery Centers’ (RDCs). Our Centers will form part of the reshaped client operation model. The RDC will provide resources to support operational Teams in various TMF offices across the Regions / Markets / Countries as well as centralized services to selected global Clients.
As part of our Global Operational Service Center Strategy, we are now looking for an experienced shared services/delivery center leader to set up and manage our Global RDC.
Key Responsibilities
- Lead the Global RDC business structure, with support from HR, Facilities, IT and Finance.
- Lead the RDC office to ensure TMF has the consistent and high-quality services with high potential Team allocated in a best practices process and automation.
- Partner with Business Management teams in Markets to migrate work from various TMF locations into RDC; provide Global leadership to ensure ongoing service delivery across RDCs offices.
- For relevant clients requiring ‘centralised’ services: build out the team, transition/onboard work and manage and improve the ongoing delivery of ‘centralised’ services from the RDC.
- Provide leadership, integration and people management to the RDC offices across all Teams and services provided.
- Contribute to the development and ongoing improvement of how we transition work to and operate services from RDC.
- Lead the improvement and automation strategy in the process to increase the quality, mitigate the risk, providing efficiency and productivity, reducing the cost to the total services provided.
- Implement a consistent service aligned across Regions RDCs to ensure similar client experience and services.
- Lead the strategies and activities focused on warranty RDC Business Continuity and the required certifications to operate under the standards that TMF provides. It includes ISAE 3402, ISO 27001, ISO 22301.
- Identify and implement controls to reduce risks related to data privacy, cyber security and statutory compliance.
- Build awareness of the RDC Capabilities across the Markets Management Team and proactively champion the RDC and seek opportunities to further expand the scope which will benefit the business.
- Implement a High-performance team, focus on Client experience, providing high quality services.
- Implement a well-balanced environment, nurturing career growth, professional development with high engagement.
- Be point of contact for escalations related to Global RDC services.
- Working on and Support Global Digitalization to implement new initiatives.
- Follow the Global Definitions, governance and strategy from different Practices.
- Manage the SSC Model where the Team reports to RDC.
- Support the Extension Model where the countries are responsible for the people, activities, training and management.
- Create and manage the KPIs per process, clients, Practice and Market/Country.
- Keep the RDC reports updated and communicate accordingly TMF procedures.
- Keep the team updated with training (technical and soft skills), working with Internal HR and Business Academy on on-going training catalog and content making.Also support as facilitator to the Business Academy courses.
- Elaborate, review and monitor budget (operational and personnel costs) of the RDC, ensuring adherence to the global guidelines and necessary discussions with matrix leaders for decision making.
Qualification & Requirements
- Proven experience managing large teams (50+ FTE) delivering client services from a delivery‑center or shared‑service–type environment across multiple countries.
- Background in BPO/SSC environments would be a strong advantage.
- University degree in Economics, Accounting, Management, or a related field.
- Demonstrated people management expertise at a senior level.
- Experience in setting up or scaling Accounting & Tax, HR & Payroll, or Corporate Secretarial service lines.
- Fluent communication in Business English and French.
- Track record of building new client‑facing delivery capabilities from the ground up.
- Experience leading transitions and migrating work between locations or across different internal groups.
- Ability to influence C‑level and senior stakeholders.
- Proven ability to drive continuous improvement and innovation within shared service or delivery environments.
- Experience managing a portfolio of concurrent programs, projects, or transitions.
- Strong experience managing virtual teams in hybrid and/or fully remote setups.
- Results‑driven mindset with strong process orientation and affinity for new technologies.
- Data‑driven decision‑making approach.
- Strong capability to collaborate effectively with distributed/remote teams.
- Pragmatic, solution‑oriented approach to challenges.
- Highly organized, self‑driven, and hands‑on when needed.
- Excellent communication skills and a strong people‑leadership mindset.
Benefits
- An exciting professional opportunity within a dynamic, international organisation.
- Extensive professional development and growth opportunities.
- A career path in a rapidly evolving and future‑focused market.
- A flexible hybrid working model.
- Competitive benefits package, including a pension scheme and medical insurance.
Company Profile
TMF Group
Industry
Financial Services
Revenue
$801.58M
Employees
9,100
Fortune 500 Rank
NA
Global 500 Rank
NA
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