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The Senior Manager, Operations for Shared Services is a pivotal leadership role responsible for overseeing the efficient, accurate, and compliant delivery of critical business processes across various centralized shared services functions.
This role will lead a dedicated team of operations specialists and managers, drive continuous improvement initiatives, ensure adherence to rigorous service level agreements (SLAs), and foster a culture of operational excellence and exceptional customer satisfaction. The Senior Manager will be instrumental in optimizing processes, leveraging technology, and ensuring compliance with relevant regulations and internal policies across the shared services portfolio.
Key Responsibilities:
Operational Oversight & Performance:
Oversee the day-to-day operations of assigned Shared Services teams, ensuring timely, accurate, and compliant processing across various functions (e.g., payroll, HR administration, accounts payable, accounts receivable, general ledger, customer service support).
Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs), identifying trends and implementing corrective actions to ensure targets are met or exceeded.
Manage workload distribution, resource allocation, and team capacity to ensure efficient service delivery.
Troubleshoot and resolve complex operational issues, collaborating with internal stakeholders (e.g., HR, Finance, IT) and external vendors as needed.
Team Leadership & Development:
Lead, mentor, coach, and develop a high-performing team of Shared Services professionals, including managers and individual contributors.
Conduct regular performance reviews, set clear objectives, and provide constructive feedback to foster continuous growth and skill development within the team.
Foster a positive, collaborative, and results-oriented work environment that emphasizes accuracy, compliance, and superior customer service.
Manage staffing levels, recruitment, and onboarding for the team.
Process Improvement & Automation:
Identify opportunities for process optimization, standardization, and automation within Shared Services operations (e.g., leveraging Robotic Process Automation (RPA), workflow automation, system enhancements).
Lead and participate in continuous improvement initiatives using methodologies such as Lean, Six Sigma, or Agile to enhance efficiency, reduce errors, and improve service quality.
Collaborate with IT and system owners to implement, test, and optimize various enterprise systems (e.g., ERP, HRIS, Payroll, CRM).
Develop and maintain comprehensive process documentation, Standard Operating Procedures (SOPs), and internal controls.
Compliance & Risk Management:
Ensure strict adherence to all relevant federal, state, and local laws, regulations, and internal policies pertaining to shared services functions (e.g., payroll tax laws, HR compliance, financial regulations, data privacy).
Stay current with changes in relevant legislation, proactively assessing impacts and implementing necessary adjustments.
Oversee internal and external audits related to Shared Services processes and data, ensuring accurate and timely submission of requested documentation.
Implement and enforce robust internal controls to minimize risk and ensure data integrity and security.
Stakeholder & Vendor Management:
Serve as a primary point of contact for internal business partners (e.g., HR Business Partners, Finance leaders, Department Heads) regarding Shared Services operations.
Manage relationships with third-party vendors and service providers, ensuring service delivery aligns with contractual agreements and performance expectations.
Communicate effectively with employees and stakeholders regarding Shared Services policies and procedures, ensuring a positive overall customer experience.
Education:
Bachelor's degree or equivalent experience in Business Administration, Operations Management, Finance, Human Resources, or a related field.
Experience:
8+ years of progressive experience in operations management, with at least 3-5 years in a leadership or managerial role within a shared services or centralized operational environment.
Proven track record of successfully leading and optimizing operations across multiple functional areas (e.g., combination of payroll, HR, finance, customer service).
Extensive hands-on experience with major enterprise systems (e.g., Workday, SAP, Oracle, ADP, Concur).
Demonstrated success in leading process improvement and automation initiatives.
Skills:
Strong strategic thinking and problem-solving abilities.
Exceptional leadership, team management, and talent development skills.
Excellent analytical and data-driven decision-making capabilities.
Ability to manage multiple priorities in a fast-paced, high-volume, and evolving environment.
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
Preferred Certifications:
Lean Six Sigma Green Belt or Black Belt
PMP (Project Management Professional)
CPP (Certified Payroll Professional) or relevant HR/Finance certifications (e.g., PHR/SPHR, CPA)
Work Environment:
Hybrid environment, 3 days in office per week
May require occasional travel to other company locations or for training/conferences.
Ability to work extended hours during peak periods or to meet critical business demands.
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