TMF Group is undergoing operational transformation that includes the rollout of new digital technologies, introduction of RPA and implement the ‘Regional Delivery Centers’ (RDCs). Our Centers will form part of the reshaped client operation model. The RDC will provide resources to support operational Teams in various TMF offices across the Regions/Markets /Countries as well as centralized services to selected global Clients.

As part of our RDC program, we are now looking for an experienced shared services/delivery center leader to set up and manage our RDC.

Please note that this role will be based in Katowice and we are looking for someone who is open to regular and frequent visits to the Katowice office within a hybrid working model.

• Lead the RDC as site and business structure, with the support from HR, Facilities, IT and Finance
• Partner with Business Management teams in Markets and the Global RDC Program to migrate work from various TMF locations into RDC; provide local leadership to ensure ongoing service delivery
• For relevant clients requiring ‘centralized’ services: build out the team, transition/onboard work and manage and improve the ongoing delivery of ‘centralized’ services from the RDC
• Provide leadership, integration and people management to the RDC staff across all Teams and services provided
• Contribute to the development and ongoing improvement of how we transition work to and operate services from RDC
• Identify improvement and automation in the process to increase the quality, mitigate the risk, providing efficiency and productivity, reducing the cost to the total services provided
• Implement a consistent service aligned with other Regions RDCs to ensure the similar client experience and services
• Deploy strategies and activities focused on warranty RDC Business Continuity and the required certifications to operate under the standards that TMF provides. It includes ISAE 3402, ISO 27001, ISO 22301
• Identify and implement controls to reduce risks related to data privacy, cyber security and statutory compliance
• Build awareness of the RDC Capabilities across the Markets Management Team and proactively champion the RDC and seek opportunities to further expand the scope which will benefit the business
• Implement a High-performance team, focus on Client experience, providing high quality services
• Implement a well-balanced environment, nurturing career growth, professional development with high engagement
• Be point of contact for escalations related to RDC services
• Support Global Digitalization to implement new initiatives.
• Follow the Global Definitions, governance and strategy from different Practices.
• Manage the SSC Model where the Team reports to RDC; Support the Extension Model where the countries are responsible for the people, activities, training and management
• Create and manage the KPIs per process, clients, Practice and Market/Country
• Keep the RDC reports updated and communicated accordingly TMF procedures
• Keep the team updated with trainings (technical and soft skills), working with Internal HR and Business Academy on on-going training catalog and content making. Also support as facilitator to the Business Academy courses
• Elaborate, review and monitoring budget (operational and personnel costs) of the RDC, ensuring adherence to the global guidelines and necessary discussions with matrix leaders for decision making

Key requirements

• Prior experience managing large (200+) teams providing direct client services from a delivery center type environment to multiple countries. Also experience with BPO or SSC, matrix international structures will be a nice plus to have
• Experience in building new client facing delivery capabilities, from the ground up
• Transitioning work between locations/different groups
• Ability to influence C-Level stakeholders, and other senior stakeholders
• Ability to drive improvements and innovation within a shared service environment
• Experience in implementation of enabling technologies
• Managing a portfolio of concurrent programs and/or transitions
• Experience in setting up either HR Payroll, Accounting & Tax or Corporate Secretarial is an advantage
• Experience managing virtual teams with hybrid or fully remote workforce
• Business English C2 level – a must have
• University degree in Economics, Public Accounting, Management or similar
• Project Management Certification and/or Lean Six Sigma Black Belt would be nice to have

Your mindset

• Results focused, with a strong orientation to process and new technologies
• Data driven decision making
• High capabilities to work with remote teams
• Pragmatic, solution oriented
• Highly organized and self-oriented with a hands-on approach
• Clear communication, people management mindset