Company is Confidential. Our client is an established, successful national company seeking a Shared Services Manager for our newly formed Shared Services Center (SSC). This is an onsite role only. Candidate to be based in, or willing to relocate to the Greater Cleveland Area. Not interested in agency help.

Leadership & Strategy

• Build & lead the entire SSC team supporting 5 plants across Pacific, Central, and Eastern time zones.
• Lead the team to complete work effectively to ensure high-quality, timely delivery of orders & inventory to the plant floors.
• Manages SSC costs to ensure the SSC operates within budget
• Understanding Profit and Loss (P & L) statements and looking for improvement trends.
• Plan daily / weekly workload and scheduling to meet customer quality and time expectations in the most efficient manner possible.
• Create and sustain service partnerships with Plant Leadership, HR leadership, & Finance leadership

Operational Excellence

• Develop, document, and lead the execution of best-in-class processes for each team, including:
• Customer Service:
• Actively manage a queue of incoming customer orders. Ensure these orders are efficiently and accurately entered in the system.
• Efficiently complete all order processing tasks required to release orders to production.
• Developing deep, meaningful relationships with customers for the purpose of
• enhancing the company’s business with customers
• Graphics:
• Actively manage a queue of incoming graphics orders.
• Efficiently complete all graphics processing tasks required to release orders to production.
• Develop and document best-in-class processes using the technology we have to maximize the value-add, creative work by the graphics team and find ways to minimize the time spent on non-value added but necessary work throughout the Graphics process.
• Purchasing:
• Actively manage a queue of purchasing requirements.
• Efficiently complete all purchasing tasks required to supply production with the materials needed to fulfill customer
• Develop key relationships with suppliers, negotiate favorable agreements that support the Company’s financial performance, and document repeatable processes for managing inventory and on on-hand stock.
• Create and document SOPs and work instructions on Customer Service, Graphics, and Purchasing processes.
• Develop, implement, and achieve Key Performance Indicators (KPI) to drive performance and profitability.
• Become an expert on the Label Traxx system to manage the preparation and maintenance of reports.
• Establish a performance management culture. Drive KPI performance.
• Conduct regular service reviews with each operating plant. Incorporate feedback and drive continuous improvement to achieve world-class performance.
• Oversees the department staffing needs to ensure adequate coverage and skill sets. Performs staff appraisals, coaching, and disciplinary action as required.

Team Development

• Create an engaging environment for SSC employees, that promotes cross-functional collaboration
• Develop team leads to ensure the Company can continue to grow and capable leaders continue to be challenged and developed.
• Develop a high-energy, driven culture in the SSC. Lead by example to solve problems and create scalable solutions to drive production.

Education & Experience:

• Prefer Bachelor’s Degree in Business or a related field, or equivalent leadership experience
• 5+ years of related experience (believe Call Center / Contact Center managers may be a good fit), Print Industry see roles at top of post.
• Prefer experience with process development, achieving results, and effectively leading teams.

Leadership Competencies:

• Strongly prefer candidates with previous shared service leadership experience
• Demonstrated success in building & leading high-performing teams
• Track record of driving employee engagement and cultural transformation
• Strong business acumen with proven ability to drive operational excellence
• Excellence in cross-functional collaboration and communication• Change management and continuous improvement mindset.

Technical Skills:

• Process development and documentation expertise
• Strong computer proficiency. In particular, demonstrated competency with Microsoft tools, including Excel, Word, and PowerPoint
• Experience developing and managing operational metrics
• Competent financial acumen and analysis skills

Personal Attributes:

• Hands-on leader with high integrity
• Strong problem-solving and decision-making abilities
• Excellent verbal and written communication skills
• Ability to thrive in a fast-paced environment