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Shared Services Manager

Closing date
21 Jan 2021

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Job Details

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
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