Senior Manager- SSC Service Excellence

Key Responsibilities

• Deep understanding of SSC service excellence operating models involving BPO defining clear SLAs and KPIs aligned to business outcomes but driving value beyond SLA compliance
• Ability to design, operate and improve end‑to‑end services through applications of service management disciplines pragmatically designing a governance structure that drives decisions and outcomes
• Escalates effectively using fact-based evidence, using structured incident management, problem solving and change management process
• Treats BPO providers as accountable partners, not just suppliers understanding contracts, commercials and change implications and enforces contractual obligations without damaging relationships managing demand, scope creep and change requests rigorously
• Engages confidently with senior business leaders understanding business priorities beyond functional delivery and can communicate clearly during change and incidents
• Builds trust through consistency, transparency and delivery managing expectations early as opposed to through fire fighting
• Embeds an improvement mindset across SSC and vendors and comfortable leading change without authority
• Proactively manages operational, vendor and internal control risk ensuring controls are embedded, not bolted on
• Understands end‑to‑end processes beyond SSC scope enabling GPOs to drive standardisation and value working across regions and BUs
• Calm, credible and resilient under pressure with strong prioritisation and time management competency taking the initiative with strong role model accountability and ownership mindset

Qualification & Requirements

• Bachelor’s degree in Business, Finance, HR, Operations or Engineering related discipline
• 8+ years of experience in SSC / GBS / BPO environments
• 3+ years in service excellence, continuous improvement, service management or transformation/change roles
• Master’s degree (MBA or MSc Operations) or Professionally Qualified Accountant desirable
• Experience across multi-function SSCs (e.g., Finance, HR and Other Functions) desirable

Benefits