The Vice President and Head of Shared Services is a pivotal leadership role within the BPO (Business Process Outsourcing) industry, responsible for overseeing the strategic direction, operational efficiency, and effectiveness of the Shared Services functions. This role entails managing diverse teams, optimizing processes, and ensuring the delivery of high-quality services to clients. The ideal candidate will possess extensive experience in shared services, a strong understanding of the BPO industry, and the ability to drive continuous improvement initiatives.

• Develop and implement the strategic vision for the Shared Services function in alignment with the overall business objectives.
• Drive the transformation of Shared Services to create a high-performing, client-centric organization.
• Collaborate with senior leadership to identify and prioritize key initiatives that enhance service delivery and operational efficiency.
• Oversee the day-to-day operations of the Shared Services teams, including Finance, HR, IT, Procurement, and other support functions.
• Ensure that services are delivered in a timely, accurate, and cost-effective manner, meeting or exceeding client expectations.
• Monitor key performance indicators (KPIs) and implement corrective actions as needed to achieve operational targets.
• Lead continuous improvement initiatives to streamline processes, reduce costs, and enhance service quality.
• Implement best practices and leverage technology to drive automation and efficiency.
• Foster a culture of innovation and continuous improvement within the Shared Services teams.
• Build and maintain strong relationships with internal and external stakeholders, including clients, vendors, and business partners.
• Communicate effectively with stakeholders to ensure alignment on goals, priorities, and expectations.
• Address and resolve any issues or conflicts that arise, ensuring a high level of client satisfaction.
• Provide leadership, guidance, and mentorship to the Shared Services team, fostering a high-performance culture.
• Identify and develop key talent within the organization, ensuring a robust succession planning process.
• Promote a collaborative and inclusive work environment that encourages diversity and innovation.

• Bachelor’s degree in Business Administration, Finance, or a related field; an advanced degree (MBA) is preferred.
• A minimum of 15 years of experience in shared services or a related field, with at least 10 years in a senior leadership role within the BPO industry.
• Proven track record of driving operational efficiency and process improvement in a complex, multi-functional environment.
• Extensive experience as a Subject Matter Expert (SME) in shared services operations.
• Strong understanding of shared services operations, including Finance, HR, IT, and Procurement.
• Proficiency in process improvement methodologies (e.g., Six Sigma, Lean) and experience implementing technology-driven solutions.
• Excellent analytical and problem-solving skills, with the ability to make data-driven decisions.
• Exceptional leadership and management skills, with the ability to inspire and motivate teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
• Strong negotiation and conflict resolution skills, with the ability to navigate complex organizational dynamics.
• Ability to think strategically and develop long-term plans, while also being able to execute operationally.
• Strong business acumen, with a deep understanding of the BPO industry and market trends.
• Proven ability to manage budgets, financial forecasts, and resource allocation.
• Experience in growing revenue streams and developing new client acquisition strategies.
• Ability to identify and capitalize on new business opportunities within the Shared Services domain.
• High level of integrity and ethical standards, with a commitment to transparency and accountability.
• Resilient and adaptable, with the ability to thrive in a fast-paced and dynamic environment.
• Innovative and forward-thinking, with a passion for driving change and improvement.