Senior Manager – Shared Services

1 July 2024


Centre of Excellence - Based in Durban, Mount Edgecombe


Senior Manager - Shared Services

Start date:


Fixed term:


Reports to:

Centre of Excellence Executive

Purpose of the job:

A fantastic opportunity exists for an experienced Shared Services professional to join an innovative, complex, and rapidly growing BPO business. The role holder will be accountable for adding real value through a diverse team of colleagues within its Centre of Excellence supporting multi-site, 24 x 7 Contact Centre Operations. The role holder will lead the following functions: Learning and Development, Workforce Optimisation, Transition and Project Management, Quality Assurance and Insight, Continuous Improvement and Operational Risk.  They will also be involved in contributing to shaping the strategy and overall direction of Shared Services to ensure it proactively provides Operations with high quality services in an integrated and cost-effective manner. To be considered you will already be an experienced Leader and be passionate about developing and supporting your team members on their growth journey and be able to demonstrate how you engage and drive your teams to achieve maximum effectiveness in everything they do.

Minimum qualifications and experience:

  • Matric (min)
  • At least 3 years in a broad Shared Services Senior leadership role, with a deep understanding of the relevance and value that Shared Services delivers.
  • Leading teams of more than 50 people (min).
  • Experience of Leading and Developing Managers in role delivery.
  • Strong knowledge of Continuous Improvement techniques.
  • Strong stakeholder management experience.
  • Very well-developed Planning, Analysis and Reporting skill’s
  • Credible presenter of information (written and live presentation).
  • Experience of both non-regulated and regulated operations (FAIS not essential but highly desirable)

Job responsibilities:

Leading a team of circa 50 (significant future growth planned), highly effective (productive and high-quality output) Shared Services colleagues in their focus on delivering a diverse range of high quality and timely services to key stakeholders to maximise ROI.

  • Provide exceptional workforce planning, forecasting, scheduling, and optimisation services to the business, together with reporting.
  • Maximise the effectiveness of the Quality Assurance and Insights function, transitioning it from a cost centre to a true value add capability, optimising through a mix of targeted people and speech analytics and creating a closed loop flow into the Continuous Improvement Team.
  • In conjunction with line Manager deploy the Continuous Improvement team in operating model design and improvement as well as delivering significant targeted benefits to stakeholders, using Lean Six Sigma methodology for rigour.
  • Ensure that work transitions to and from other Providers and other allocated projects are meticulously planned and executed, with excellent risk identification and mitigation.
  • Lead the Learning and Development function in all aspects of training, including induction, nesting, post live support, targeted skills, and Leadership development.
  • Lead the operational risk and compliance agenda for the business, ensuring effective risk identification, mitigation and controls are in place, undertaking regular audits to test the effectiveness.
  • Creating and maintaining a high-performance culture where all team members feel included.
  • Coaching and mentoring the team to continually improve and optimise performance delivery.
  • Strong planning focus to ensure team resources meet (exceed) stakeholder requirements.
  • Lead the teams in the identification and delivery of value across everything they do to increase quality and financial performance and ultimately ROI.
  • Regular sampling of functions outputs ensuring they fully meet / exceed stakeholder requirements.
  • Work effectively in a high-pressure environment managing and resolving conflicting priorities, balancing resources against changing Client and Stakeholder needs.
  • Analyse material performance data, creating reporting and commentary to share with internal and external stakeholders (opportunities and actuals).
  • Frequent ‘value’ engagement with clients, both within and outside the formal structured review process.
  • Build and maintain a strong and flexible team.
  • Work with peers to share best practices and available resources.

Competencies required:

  • Excellent verbal and written communication skills.
  • Strong stakeholder management skills.
  • Influencing skills.
  • Problem Solving skills.
  • Time Management skills.
  • High emotional intelligence quotient.
  • Planning skills.
  • Coaching skills.
  • Data Analysis and Reporting skills with strong attention to detail.
  • Statistical analysis knowledge and experience a benefit.
  • Able to prioritise work and resources effectively.
  • Adaptability and resilience.




Salary, incentives & commissions:


Working hours:

This is a 24 / 7 operation, and the role holder will need a flexible approach to working patterns.

To apply, please forward CV and covering letter explaining how your aspirations, skills and experience match the role requirements to:

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