Shared Services Manager

Here at Zellis we currently have an opportunity for a Shared Services Manager. A varied and diverse role leading a team of 10 to 20 Payroll/HR and operational experts. You will be the driving force behind accurate and timely management of the payroll/HR services, case management, team efficiencies and communications to our customers, working to mitigate risk and continuously seeking opportunities for improvement. To manage and motivate a quality and customer focused team to deliver against business requirements in line with Zellis values and processes.

In this role your key responsibilities will be:

• Organisation, workload management and resource planning of the team on an ongoing basis
• Tracking work allocation and reassigning any overdue tasks
• Monitoring of controls and regular auditing to check for completeness
• Responsibility for the quality of service delivered to customers
• Leading a team to achieve a key set of objectives and milestones
• Monitoring and delivery of SLA's and KPI's
• Supporting the Customer Success Manager with customer improvements/initiatives and projects which arise
• Contributing commentary and insights for the services packs
• Attending customer service review meeting as required (UK/Ireland only unless agreed otherwise)
• Responsible for ensuring seamless updates, communications and cross team/site working takes place between all service delivery teams (UK/Ireland)
• With a dotted line reporting responsibility into the UK/Ireland Shared Service Manager work collaboratively to support the services delivered for customers (Kochi)
• Final escalation points for customer complaints (UK/Ireland only)
• Deal effectively and efficiently with incidents, providing regular updates to internal (Kochi) and external stakeholders (UK/Ireland)
• Immediate internal escalation of any business critical and major service delivery issues using any appropriate Zellis channels (e.g. Service-Now for security incidents) with notification to key stakeholders and team colleagues
• Drive a people lead culture of development and high performance
• Support the onboarding of new/transitioning customers into live business as usual services
• Ensure the Managed Services blueprint is adhered to and all service/process deviations are presented to the design authority for approval

In this role the day to day activities you will complete are:

• To ensure the right resourcing levels are maintained to meet the productivity and service targets
• Review of metric and service performance
• Holding regular (minimum twice monthly) 1 to 1's providing feedback on performance against objectives
• To be responsible for the overall delivery of service to the contracts, KPI's, SLA's and overall compliance and legislative requirements regardless of service placement (UK/Ireland)
• To consistently seek to identify opportunities for process and service improvement
• Monitor transactional customer NPS and colleague NPS, ensure feedback loops are completed through the team, build on the overall feedback and implement strategies to improve
• Work collaboratively and effectively with offshore and onshore teams to generate improvement ideas and actively participates in the implementation of new initiatives.
• Demonstrates high standards of conduct, leading by example against our values, which are not compromised even in challenging circumstances
• To ensure all performance reporting for the customer and internal requirements are captured accurately
• To manage and motivate a quality and customer focussed team to deliver against business requirements in line with Zellis values and processes

Essential Skills

• Positive attitude and energy, with a passion for building relationships
• 5 + years proven success in a leadership and people management role
• Succession planning and development
• Process optimisation knowledge and experience
• Demonstrable delivery of continuous service improvement
• Financial services, contact centre or similar shared services industry background leadership
• Positive role model for the team who leads by example
• Record of people success and development
• Good knowledge and experience of HR and payroll practices
• Experience of managing complex and high-volume teams, performance management and objective setting

About You

• Effective communication skills to both internal and external stakeholders
• Innovative and forward thinking in regard to streamlining processes for ultimate efficiency
• Ability to multitask, deal with complexity and conflicting priorities/projects/ deals at the same time
• Able to think both strategically and tactically
• Commercial awareness
• Outstanding customer service skills with the capability to engage with stakeholders at different levels
• Accomplished at working effectively across teams in a matrixed operating model
• Proven ability to identify opportunities for process improvements and to implement these successfully
• Strong organisation and planning skills, effective time management and the ability to use efficient work methods and tools
• Detail oriented, thorough and focused on all aspects of the job to ensure accuracy
• Strong analytical skills
• Ability to proactively plan resource and achieve highly multi-skilled teams with the agility and flexibility to meet multiple customer demands