Head of Global Operations Service Center (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

• Prior experience managing teams (50+ people) providing direct client services from a delivery center type environment to multiple countries. Also experience with BPO or SSC will be a nice plus to have
• University degree in Economics, Public Accounting, Management or similar
• People management experience is a must have
• Business English and French fluent communication
• Experience building new clients facing delivery capabilities, from the ground up
• Transitioning work between locations/different groups.
• Able to influence C-Level stakeholders, and other senior stakeholders
• Drive improvements and innovation within a shared service environment
• Implementing enabling technologies
• Managing a portfolio of concurrent programs and/or transitions
• Experience in setting up either HR Payroll, Accounting & Tax or Corporate Secretarial is an advantage
• Experience managing virtual teams with hybrid or fully remote workforce
• Results focused, with a strong orientation to process and new technologies.
• Data driven decision making
• High capabilities to work with remote teams
• Pragmatic, solution oriented
• Highly organised and self-oriented
• Hands-on approach
• Clear communication, people management mindset

Benefits

What’s in it for you

• An exciting professional opportunity in an international company
• Professional development opportunities
• A career within an ever evolving market