Reporting to the Group Managing Director, Operations and Shared Services this position is responsible for overseeing the day-to-day operations of Anglo-‘ ‘Eastern’s Shared Service Centre located in Mumbai, India. This position is pivotal includes in leading a team of multidisciplinary professionals who handle a variety of functions for the zorganization across diverse locations from the Americas to Asia. Key functions include, technical operations (e.g.: purchasing), finance, IT support, operations and procurement.

The Director will ensure efficient and effective service delivery, identify process improvements, and work to continuously enhance client experience.

Based in Mumbai, you will:

• 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 organization of over 150+ 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 optimize 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 organization.
• 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.

Professional Experience

• 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.

Skills

• Ability to balance strategic thinking with pragmatic problem solving.
• The right balance of confidence with humility.
• Strong personal resilience and a deep love of learning.
• Sense of joy for work and a willingness to work outside of the immediate scope, where appropriate.
• Familiarity with ERP systems and AI-driven analytics tools.