The Director, Shared Service Centre is responsible for overseeing the day-to-day operations of a globally recognised ship management company’s Shared Service Centre located in Mumbai, India. This position is pivotal in leading a team of multidisciplinary professionals who handle a variety of functions for the organisation across diverse locations from the Americas to Asia. This position will be reporting directly to the Group Managing Director, Operations and Shared Services.

The role responsibilities will include, but not limited to:

• Lead the Shared Service Centre, ensuring strong operational effectiveness and high performance.
• Together with your team, be responsible for providing shared service support to the business.
• Build strong collaboration within the country (India) and the business (e.g.: ship management, crewing) to ensure effective use of resources and business delivery.
• Manage an organisation of over 175+ staff, driving staffing and talent development, employee engagement and retention and ensuring leaders at all levels are equipped to deliver high performance.

Team Leadership:

• Manage and lead a high-performing team of shared service representatives, including hiring, development, engagement and performance.
• Establish clear performance expectations, provide regular feedback, and conduct performance reviews.
• Foster a positive, collaborative, and customer-focused team culture.
• Identify and address any competence gaps within the team.

Service Delivery and Operations:

• Establish service level agreements and key performance indicators to measure the productivity and quality of service.
• Analyse data and customer feedback to identify opportunities to enhance performance, improve processes and save cost.
• Develop and implement strategies to improve the overall efficiency and customer satisfaction of the Shared Service Centre.
• Foster a positive, customer-focused culture within the team.
• Develop and implement standard operating procedures, process workflows, and quality control measures.

Continuous Improvement:

• Champion and deliver continuous improvement of processes, systems and service delivery, pushing the boundaries and looking for innovation and simple approaches.
• Leverage technology and automation to streamline processes and enhance service delivery.
• Develop and execute projects to optimise the ‘ ‘centre’s operations and enhance service delivery.

Stakeholder Management:

• Establish and maintain effective partnerships with business leaders/ clients to understand their unique needs and provide high-quality support services.
• Maintain close connection with functional leaders to ensure robust service delivery.
• Represent the shared service centre and advocate for its strategic value to the organisation.
• Communicate the shared Service ‘ ‘Centre’s performance, achievements, and future plans to key stakeholders.

• A bachelor’s degree in business administration, operations management, or related field.
• 5+ years of experience leading a large, multidisciplinary shared service centre or similar operations environment.
• 15+ years of experience with a proven track record of driving exceptional performance and support to clients/customers in a shared services centre.
• Deep expertise in customer/ client service, continuous improvement and change management.
• Strong leadership and stakeholder management skills.
• Familiarity with shared service centre technologies and automation tools.
• Familiarity with ERP systems and AI-driven analytics tools.