Leading a team of circa 50 (significant future growth planned), highly effective (productive and high-quality output) Shared Services colleagues in their focus on delivering a diverse range of high quality and timely services to key stakeholders to maximise ROI.

• Provide exceptional workforce planning, forecasting, scheduling, and optimisation services to the business, together with reporting.
• Maximise the effectiveness of the Quality Assurance and Insights function, transitioning it from a cost centre to a true value add capability, optimising through a mix of targeted people and speech analytics and creating a closed loop flow into the Continuous Improvement Team.
• In conjunction with line Manager deploy the Continuous Improvement team in operating model design and improvement as well as delivering significant targeted benefits to stakeholders, using Lean Six Sigma methodology for rigour.
• Ensure that work transitions to and from other Providers and other allocated projects are meticulously planned and executed, with excellent risk identification and mitigation.
• Lead the Learning and Development function in all aspects of training, including induction, nesting, post live support, targeted skills, and Leadership development.
• Lead the operational risk and compliance agenda for the business, ensuring effective risk identification, mitigation and controls are in place, undertaking regular audits to test the effectiveness.
• Creating and maintaining a high-performance culture where all team members feel included.
• Coaching and mentoring the team to continually improve and optimise performance delivery.
• Strong planning focus to ensure team resources meet (exceed) stakeholder requirements.
• Lead the teams in the identification and delivery of value across everything they do to increase quality and financial performance and ultimately ROI.
• Regular sampling of functions outputs ensuring they fully meet / exceed stakeholder requirements.
• Work effectively in a high-pressure environment managing and resolving conflicting priorities, balancing resources against changing Client and Stakeholder needs.
• Analyse material performance data, creating reporting and commentary to share with internal and external stakeholders (opportunities and actuals).
• Frequent ‘value’ engagement with clients, both within and outside the formal structured review process.
• Build and maintain a strong and flexible team.
• Work with peers to share best practices and available resources.

Minimum Qualifications And Experience

• Matric (min)
• At least 3 years in a broad Shared Services Senior leadership role, with a deep understanding of the relevance and value that Shared Services delivers.
• Leading teams of more than 50 people (min).
• Experience of Leading and Developing Managers in role delivery.
• Strong knowledge of Continuous Improvement techniques.
• Strong stakeholder management experience.
• Very well-developed Planning, Analysis and Reporting skill’s
• Credible presenter of information (written and live presentation).
• Experience of both non-regulated and regulated operations (FAIS not essential but highly desirable)

Competencies Required

• Excellent verbal and written communication skills.
• Strong stakeholder management skills.
• Influencing skills.
• Problem Solving skills.
• Time Management skills.
• High emotional intelligence quotient.
• Planning skills.
• Coaching skills.
• Data Analysis and Reporting skills with strong attention to detail.
• Statistical analysis knowledge and experience a benefit.
• Able to prioritise work and resources effectively.
• Adaptability and resilience.