Director of Shared Services Center

Key Responsibilities

• Lead a high-performing, service-oriented team and foster a culture of excellence, inclusion, innovation, and continuous improvement.
• Oversee the delivery of shared services operations including cash disbursement, procurement, payroll, onboarding, time and labor, and help desk functions for 25 VCCS agencies.
• Establish and standardize business processes across the system using data analytics, quality metrics, and stakeholder input.
• Implement and refine strategic initiatives that improve service quality, operational efficiency, and customer satisfaction.
• Serve as a key liaison with governance bodies and senior leadership; provide actionable data, insights, and recommendations.
• Manage the SSC budget, ensuring alignment with performance goals and cost-effectiveness.
• Champion change management efforts, leading cultural shifts and addressing organizational resistance with empathy and strategic foresight.
• Promote transparency, timely communication, and inclusive stakeholder engagement through multiple channels.
• Ensure alignment of technology strategies with service delivery goals, identifying and integrating innovative tools and platforms.
• Foster a learning culture within the SSC by supporting employee development, professional certifications, and process improvement training (e.g., Lean, Six Sigma).
• Provide crisis and continuity leadership for SSC operations during emergencies or unexpected disruptions, ensuring service delivery and communication protocols are maintained.
• Lead or participate in systemwide initiatives, task forces, and cross-functional teams that support administrative modernization and operational excellence.
• Engage in strategic planning and annual goal-setting aligned with the VCCS strategic plan, including identifying metrics and benchmarks to monitor SSC performance.

Additional Job Functions

• Serve as a thought partner to the Chancellor’s executive team and Shared Services Steering Committee on enterprise operations, strategic initiatives, and service innovations.
• Represent the Shared Services Center and the VCCS in state-level working groups, interagency collaborations, and national forums on shared services and administrative transformation.
• Monitor national trends and emerging best practices in shared services delivery, technology integration, and customer experience strategies to inform continuous improvement.
• Support internal and external audits, risk assessments, and compliance initiatives by ensuring proper controls, documentation, and accountability mechanisms are in place.

Qualification & Requirements

Education and Experience

• Master’s degree in Business Administration, Public Administration, or a related field is required.
• Extensive and progressive leadership experience in managing operations within a shared services environment or comparable large-scale administrative function.
• Demonstrated success in recruiting, developing, and supervising diverse, high-performing teams.
• Experience managing budgets and using data analytics to drive operational efficiency and performance improvement.
• Familiarity with enterprise systems and business functions including procurement, payroll, HR systems, accounts payable, and customer service operations.
• Proven experience as a change agent with strong collaboration and communication skills.
• Demonstrated ability to provide actionable information and strategic insights to governance boards and external stakeholders.

Knowledge, Skills, Abilities & Competencies

Knowledge

• Shared services models and back-office operations
• Budgeting, financial controls, and performance management
• Process improvement frameworks (e.g., Lean, Six Sigma)
• Emerging technologies in service delivery and ERP systems

Skills

• Strategic planning and execution
• Staff development and performance coaching
• Effective oral, written, and visual communication
• Collaboration and stakeholder engagement

Ability

• Lead organizational change and cultivate a culture of innovation
• Analyze operational challenges and implement process improvements
• Build and maintain trusted relationships with internal and external partners
• Navigate a complex policy and governance environment

Benefits

No information available.