Shared Services Manager

5-7 Years

Job Description

Our client is a growing professional services organization that delivers outsourced business support solutions to a diverse portfolio of clients.

Lead the delivery of finance, human resources, and administrative support services for assigned client portfolios.
Act as the primary operational contact between clients and internal service teams.
Build strong client relationships and develop a deep understanding of business priorities and service requirements.
Lead, coach, and develop multidisciplinary teams to achieve service and performance objectives.
Monitor productivity, quality, and service-level performance while ensuring contractual compliance.
Establish and track KPIs, analyse results, and provide operational performance reporting.
Conduct regular client reviews to discuss service performance, improvement opportunities, and business needs.
Drive process improvement initiatives to increase efficiency, consistency, and service quality.
Manage workforce planning, resource allocation, and capacity requirements across accounts.
Support onboarding, service transitions, risk management, budgeting, forecasting, and account growth activities.

Bachelor's degree in Business, Finance, Accounting, Human Resources, Management, or a related discipline.
At least 5-7 years of experience in shared services, operations management, BPO, consulting, or client services environments.
Proven experience managing cross-functional teams covering finance, HR, and administrative services.
Strong understanding of shared services operations, service-level management, and process improvement methodologies.
Demonstrated success in managing client relationships and delivering high levels of customer satisfaction.
Strong leadership, coaching, and people management capabilities.
Excellent communication, stakeholder management, and interpersonal skills.
Strong analytical and problem-solving skills, with the ability to interpret operational and financial data.
Experience managing KPIs, SLAs, performance reporting, and multiple priorities simultaneously.
Strong organisational and project management skills within a client-focused environment.