Peformance, Services, and Transformation Lead (PST Lead)

Key Responsibilities

• Service Performance & Delivery Enablement
• Lead and embed SSC-wide service performance frameworks including KPIs, SLAs, and escalation protocols
• Coordinate and present quarterly business reviews and service reporting with key stakeholders
• Facilitate regular stakeholder feedback loops to identify service improvements and track delivery outcomes
• Transformation & Continuous Improvement
• Drive the transformation roadmap in partnership with SSC towers, BPO providers, and project leads
• Lead SSC-wide process standardisation and optimisation initiatives.
• Oversee the transformation roadmap and project portfolio
• Deliver change projects in partnership with stakeholders and BPO Partner
• Track benefits and impact of improvement efforts
• People & Capability Uplift
• Oversee structured onboarding, training, and learning programs for SSC finance employees
• Lead workforce planning and capacity modelling to ensure scalable service operations
• Implement skills and capability tracking tools in partnership with HR and delivery leads
• Contribute to SSC culture-building, talent development, and retention strategies
• Governance & Stakeholder Engagement
• Provide regular updates to Head of Service Enablement on progress and risks
• Support service governance forums, reviews, and feedback channels
• Collaborate across Delivery Towers and with external partners
• Help embed a culture of performance, learning, and continuous improvement

Qualification & Requirements

• 7+ years in shared services, operations management, transformation, or performance improvement
• Experience with end-to-end service delivery models in finance shared services (P2P, R2R, FP&A, etc.)
• Bachelor’s degree in Finance, Business, Operations Management, or related field
• Master’s degree, MBA, or equivalent experience preferred
• Strong track record in managing large-scale transformation programs or continuous improvement initiatives
• Familiarity with Lean, Six Sigma, or similar operational excellence methodologies
• Strong project and program governance experience; able to manage cross-functional teams and workstreams
• Excellent stakeholder management, communication, and change leadership skills
• Exposure to ERP systems (e.g. Oracle) and experience working with BPO providers preferred
• Demonstrated experience in workforce planning, training development, and capability frameworks is an advantage

Benefits

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:\

• Financial: Competitive salary and bonus schemes.
• Hybrid working: Our employees can work from home up to 50% of the time with 50% of office time built in to ensure we get some face-to-face collaborative team time – and the chance for a coffee and a catch-up!
• Paid Time Off (Service incentive leave): You’ll be entitled to 30 days leave on an annual basis, and an extra day for your birthday.
• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education.
• Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits.