Shared Services Process Manager

Project Planning & Strategy:

• Lead the development of comprehensive project plans and guide the team in outlining timelines, resource requirements, and budget estimates as needed.

• Define project scope, objectives, deliverables, and success criteria in collaboration with stakeholders.

• Oversee end-to-end project execution by supporting the team through all phases: data gathering, baselining, solution design, and deployment, ensuring comprehensive management of each phase.

• Establish a process management framework across functions and geographies supported.

• Proactively identify potential project risks and empower the team to develop and implement mitigation strategies, fostering a culture of foresight and accountability.

Stakeholder Management & Communication:

• Serve as a critical conduit between business and technical teams, articulating business needs clearly to developers and ensuring solutions are aligned with operational context and end-user experience.

• Serve as a strategic partner to key stakeholders, facilitating clear, consistent communication and alignment across all project phases.

• Oversee the cadence and quality of stakeholder updates provided by the team - including status reports, progress updates, risks, and issue escalations - to ensure transparency and trust.

• Proactively manage stakeholder expectations by setting clear roles, responsibilities, and checkpoints, and by ensuring the team remains aligned with evolving priorities and objectives.

Technical Oversight & Execution:

• Translate business requirements into technical specifications for tool configuration and integration.

• Work closely with business analysts and developers to deliver requirements for system assessments, ensuring functional design aligns with process improvements and user experience goals.

• Oversee collaboration between the team and technical stakeholders (e.g., developers, engineers, IT operations, IAM) to ensure successful tool setup, configuration, and integration with existing systems.

• Lead and participate in User Acceptance Testing (UAT) to validate process and system changes meet functional and performance requirements.

• Support the team in navigating and resolving technical challenges during deployment, removing roadblocks and escalating as needed to keep delivery on track.

Deployment & Adoption:

• Develop and implement change management strategies to ensure successful user adoption and sustainability of process improvements.

• Oversee the deployment of new processes and technologies, including data migration and system cutover - ensuring the team delivers with minimal disruption to business operations.

• Enable the team to plan and deliver effective training, communications, and roadshows to prepare end-users and key stakeholders for upcoming changes.

• Establish and monitor post-deployment support mechanisms, ensuring the team provides timely issue resolution, knowledge sharing, and continuous improvement feedback loops.

Continuous Improvement:

• Empower the team to identify improvement opportunities and act as catalysts of change delivering measurable impact and efficiency gains.

• Guide and support the team in the creation, revision, and implementation of policies and standard operating procedures to institutionalize new ways of working.

• Contribute to strategic recommendations and key business decisions based on data, analysis, and cross-functional consultation.

• Oversee post-implementation reviews led by the team to evaluate project outcomes, capture lessons learned, and ensure continuous learning and improvement.

• Recommend improvements to processes and tools for future deployments.

• Documentation

• Guide the team in the creation and documentation of policies, processes, and business requirements.

• Develop as-is and to-be process diagrams and documentation using MS Visio and other related process documentation tools.

• Ensure documentation practices align with organizational standards and are integrated into broader knowledge management and training efforts.