Shared Services Director

Key Responsibilities

• Lead the development of the shared services governance model across all departments, which includes: manuals, policies, procedures and associated guidance documents ensuring they are sufficient and appropriately maintained according to best practices.
• Set departments’ objectives and KPIs in conjunction with Organization strategy and business plans, and co-develop initiatives and projects to department levels – overseeing their execution.
• Oversee the development and implementation of the Organization strategic manpower and recruitment plans ensuring sufficient manpower to support Organization short/long term business plans.
• Transform the Organization structure to ensure alignment with strategic business plans where possible and design change initiatives and communication plans in support of any transformation.
• Drive adoption of technology in shared services through standardization and real time and mobile friendly automation, nominating and rolling out enterprise resource planning platforms, services chatbots, and/or ticketing systems.
• Own customer experience in the Organization, mapping out customer touchpoints throughout shared services and designing human-centric services.
• Establish and monitor shared services performance by creating and maintaining service level agreements, and running timely customer satisfaction surveys.
• Ensure shared service compliance with legal, regulatory, and internal requirements, by responding to audit reviews, non-conformities finding and areas of improvements.
• Inspire a culture of empowerment and accountability, encouraging executive team to make innovative business decisions and calculated risks, encouraging organizational learning and trial and errors, and ensuring clarity of delegated authorities.
• Agree clear performance expectations and monitor frequently, coaching and providing support and regular feedback to executive team.
• Review and approve consolidated training needs plan for the executive team, ensuring budgetary allocation and training aligns with Organization priorities.

Qualification & Requirements

• Bachelor’s degree (or higher) in Engineering, Business Administration, Project Management or any relevant field.
• Master’s degree in Engineering, Management, Project Management or any relevant field is preferred.
• Minimum of 10 years of experience in shared services settings or operations, with at least 5 years in a leadership role within organisations w/ shared service structures or shared services centers.
• Up to date understanding of shared services trends and best/next practices.
• Native Arabic and Professional English is required.
• Strong analytical and problem-solving skills, with the ability to develop and implement effective solutions.
• Proven track record in driving process improvements, customer satisfaction, compliance, project management, and/or automation initiatives.
• Experience in international companies or reputable local companies is a plus.

Benefits

No Information Available