Senior Director, Shared Services Centre

Key Responsibilities

Service Delivery Leadership

• Provide strategic and operational leadership for the delivery of “captive” shared services to the Singtel Group, ensuring a customer-centric, high-quality, and scalable service experience.including the following functions:
  • Finance Operations: Manage end to end finance processes including Accounts Payable, Billing, Credit Management, Sales Commission, and General Accounting (Record-to-Report), ensuring accuracy, timeliness and compliance.
  • Procurement Services: Deliver operational procurement support and vendor management, driving efficiency and adherence to procurement governance.
  • Legal Contract Services: Provide contract lifecycle support including contract drafting, reviewing, and administrative support.
  • HR Payroll Services: Manager payroll processing, statutory filings and compliance across supported entities, working closely with Group HR.
  • IT Support Services: Oversee end-user support, IT service desk operationsand coordination with Group IT for basic infrastructure and access management services

Centre Operations Management

• Lead the daily operations of the KL GBS Centre, ensuring business continuity, operational excellence, and adherence to defined SLAs, KPIs, and compliance requirements
• Drive continuous improvement, automation, and standardization of processes.
• Ensure cost optimization and resource efficiency across all service lines.
• Leverage data and analytics to monitor performance, identify trends, and proactively resolve service delivery issues.

Stakeholder Engagement

• Act as the primary liaison with internal customers, business units, and corporate functions, ensuring alignment between GBS and evolving business needs.
• Build and maintain strong relationships with external stakeholders, including government agencies, regulatory bodies, and strategic partners.
• Represent the KL GBS Centre in audits, compliance reviews, and strategic planning forums.

People Leadership

• Lead, motivate, and develop a high-performing team across multiple functions, fostering a culture of service excellence, , innovation, and accountability.
• Promote cross-functional collaboration, knowledge sharing and professional growth of teams.
• Champion talent development, succession planning, and employee engagement for talent retention and building a sustainable talent pipeline.
• Serve as a visible and credible leader for the GBS Centre, both within the Singtel Group and to the external ecosystem

Strategic Enablement

• Support and drive the transformation of the KL Shared Services Hub into a full-fledged GBS Centre.
• Contribute to the broader Corporate Centre optimisation initiatives including the use of intelligent automation tools and AI-driven solutions to complement the human workforce
• Ensure readiness for future expansion, including infrastructure, talent pipeline, and service scalability.

Other Duties

• Undertake any additional responsibilities necessary to ensure the successful operation and evolution of the KL GBS Centre

Qualification & Requirements

• Bachelor’s degree in Business, Accounting, IT, or Engineering
• At least 15 years of experience in shared services, operations, or corporate services leadership.
• Minimum of 8 years in a senior management role with a proven track record of managing multi-functional service centres or GBS environments.
• Experience working in a matrixed operating model with exposure to stakeholder management across geographies and BU
• Strong understanding of finance, procurement, legal, HR, and IT operations.
• Experience working with government/regulatory bodies in Malaysia is a plus.
• Strong financial and commercial acumen, with experience in cost management, budgeting, and business case development
• Excellent stakeholder management, communication, and leadership skills.
• Strong people leadership and talent development capabilities, with a track record of building high performing, engaged teams.
• Cultural sensitivity and adaptability to operate effectively in a diverse, cross-border environment

Benefits

Singtel offers employees a range of benefits, including financial incentives like bonus payments and wealth accumulation plans, health and wellness programs such as medical screening and insurance, and family-friendly policies including child care and parental leave. Employees also receive discounts, access to a recreation club, and opportunities for professional development and flexible work arrangements.