Senior Manager, Service Enablement

Team Leadership & Management: Lead, motivate, and develop a high-performing team within the Shared Services Centre. Provide guidance, coaching, and feedback to ensure individual and team performance is aligned with organizational goals and service delivery standards. Operational Efficiency: Oversee the daily operations of the team, ensuring that service levels, SLAs (Service Level Agreements), and KPIs (Key Performance Indicators) are consistently met. Identify and resolve operational issues that could impact service delivery or efficiency. Resource Allocation & Scheduling: Deep understanding of labour models and manage resource planning and allocation for the shared services centre ensuring adequate staffing levels for the team. Direct the centre management to adjust staffing as needed, advise on labour/ skill requirements to ensure customer service levels maintained. Evaluate Workforce data and share insights with Management team to guide future requirements Analyse service lines performance metrics to identify bottlenecks and areas for improvement, ensuring a seamless service delivery in line with local business expectations and organization strategic goals Monitor team performance and ensure that service levels offered are meeting the defined SLAs, also participating to meetings as per SLA governance framework (e.g., recurrent review meetings, process optimisation forum) Process Improvement: Drive continuous improvement initiatives to enhance operational efficiency, reduce costs, and improve service quality. Identify bottlenecks or inefficiencies and implement solutions to streamline processes and improve overall team performance. Reporting & Analytics: Provide Management information on key performance indicators (KPIs) such as response times, customer satisfaction, and team performance. Provide insights and recommendations for improvement. Capability & Quality - Ensure an efficient and forward-thinking capability programme in place. Build a solid collaborative network by bridging effectively with the in-country commercial teams (e.g., Head of Commercial Operations, Continuous Improvement and other local or corporate functions) and with the above-country counterparts (e.g., Head of Commercial Operations Services, GPO) Change Management: Manage and lead change initiatives within the team, ensuring smooth transitions during process changes, system upgrades, or other operational shifts. Communicate changes effectively and ensure team members are adequately trained and supported during transitions. Talent Management: Support recruitment, training and talent acquisition efforts within the Shared Services team, ensuring that roles are filled with qualified, high-performing individuals. Foster a positive work environment focused on collaboration, engagement, and employee satisfaction. Deep understanding of operational processes within a shared services environment. Experience in managing service delivery, process optimization, and efficiency improvements. Strong analytical skills with the ability to analyze operational data, identify trends, and implement solutions to improve performance. Ability to solve problems quickly and effectively, particularly under pressure. Exceptional written and verbal communication skills, with the ability to effectively communicate with customers and team members across all channels. Ability to adapt to changes in business processes, technology, and organizational priorities. Comfortable leading teams through periods of change and uncertainty. Familiarity with shared services systems, CRM platforms, enterprise resource planning (ERP) tools, and other operational software. Strong MS Office skills (especially Excel) are required. Bachelor's degree in Business Administration, Operations Management, or a related field.