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Head of Shared Service Centre

  • Salary: £500 per day
  • Job type: Contract
  • Location: Portsmouth, Hampshire
  • Sector: Other
  • Date posted: 10/10/2017
  • Job reference: J375439A

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This role reports to the Group CIO and is responsible for the day to day management of a group-wide shared service centre (SSC) providing a variety of SAP based services (including but not restricted to Ariba, ECC and SuccessFactors) to the business. The Head of SSC is responsible for the delivery of a range of Finance, P&SC and OD transactional services.

As well as supporting business as usual activities, the Head of SSC will need to manage the integration of other business units into the SSC and drive an ongoing programme of process improvement reviews.

Key outputs/deliverables will be:

  • Manage the provision of the following services and any variations that may be agreed from time to time:
  • Accounts payable - transactional services.
  • Accounts Receivable - transactional services.
  • Travel Booking.
  • Employee Expenses.
  • Travel & Attendance central administration.
  • Simple Record to Report activities.
  • Technical transactional work e.g. VAT, CIS, Limited Master Data elements.
  • Cash book management.
  • Employee administration including Joiners, Movers & Leavers.
  • Basic requisition to purchase order activities.
  • Supplier and contract management.
  • Internal & external audit support.
  • Manage the resourcing and training of the SSC team and ensure the key business requirements are met.
  • Design and report against an SLA framework agreed with the SSC's key stakeholders.
  • Enhance the range of services provided by the SSC to the business and ensure regular process improvement reviews are carried out to prove the efficiency of the service.
  • Integrate each business unit in line with a detailed implementation plan.
  • Manage the service in line with agreed budget/forecast submissions and ensure committed cost savings are delivered.
  • Maintain the control framework of the services provided and act as the Senior Accounting Officer (SAO) for the SSC control environment.
  • Provide Stakeholder engagement at all levels of the organisation including the preparation and delivery of regular internal customer presentations as well as the facilitation of employee sessions.
  • Supporting the Neptune senior team in the fulfilment of their duties.

Main Accountabilities:

  • Creation of the SSC implementation plan.
  • Coordination of all activities identified in the plan to ensure an effective implementation.
  • Works alongside and liaises with the Neptune senior team and the programme cut-over team.

Additional Key Accountabilities

  • To identify constraints, assumptions, risks, decisions, dependencies and issues relating to the SSC work-stream and provide recommendations on the ways to mitigate any risks or issues found.
  • To ensure all activities are managed on time, to budget and to the required quality in a challenging environment
  • Engagement with the business unit managers and Neptune project team members on the development of the SSC and its services.
  • Undertake additional activities in support of the Neptune programme of work as requested

Knowledge, Qualifications and Experience:

  • Experienced SSC manager with experience in the delivery of a shared services solution that includes OD (HR), Finance, and Procurement & Supply Chain for a large and varied customer base.
  • Experience of major transformation projects in a developing environment.
  • Ability to identify issues early, recommend resolutions to those issues and effectively and efficiently transition to those resolutions.
  • An effective facilitator

Skills & Competencies:

Key Technical Skills / competencies:

  • Significant experience in back office management roles both project and BAU based. Appropriate qualifications e.g. suitable Finance qualification to support SAO activities.

Key Leadership & People Management skills:

  • To be a demonstrable self-starter work can work effectively both independently and as part of a project team engaging with stakeholders from all parts of the business at all levels.
  • An ability to deal effectively with conflict resolution.
  • Has the ability to make progress in a fluid and uncertain environment.
  • The role requires an ability to engage actively in a proactive manner with stakeholders at all levels in the organisation.

Interpersonal/Behavioural Skills

  • The role will require adaptability, flexibility, durability and commitment.
  • Demonstrate a clear ability to engage with stakeholders at all levels within an organisation with a strong, firm, yet engaging demeanour that encourages co-operation throughout.
  • The candidate must be able to work effectively in a matrix management environment where the needs of the functional stakeholders are equally as important as those for whom the service is being provided in the Business Units.
  • A leader, able to work collaboratively with others in the Division and across the Group.
  • Ability to foster an organisational culture that is positive about change and committed to delivery of business objectives.
  • Ability to work with minimum supervision.
  • Ability to work effectively under pressure.
  • Demonstrate an ability to identify issues faced and to find solutions to those issues pro-actively.
  • Excellent Time Management Skills.
  • A demonstrable team player with an ability to help motivate those working with them.
  • Comfortable working across a multi-disciplined environment.
  • Excellent communication skills both verbal and written.
  • A demonstrable team player with an ability to help motivate those working with them inside and outside the immediate project team.

Mental/Analytical Skills & Challenges

  • Provide ananalytical and engaging approach to the work required ensuring stakeholder support throughout.
    • Strives for excellence in all actions.
    • Focuses on the delivery of results.
    • Manages time effectively.
    • Accepts responsibility for personal actions, behaviours and choices.
    • Maintains a positive and enthusiastic approach whilst striving to deliver local targets and goals.
    • Follows up, monitors and reports on progress and results.
    • Initiates and communicates corrective actions when appropriate.
    • Organises the right resources to produce results.
    • Remains focussed to deliver against objectives when faced with competing demands.
    • Establishes measurement systems that encourage desired and appropriate behaviours & performance.
    • Consistently meets performance targets and initiates corrective actions when needed.
    • Contributes to establishing short and long term strategies, targets, and goals.
    • Leads by example, drives for high performance.
    • Takes personal accountability for results.
  • Leadership Performance

  • Leading Innovation and Change
  • Demonstrates a willingness to adjust ideas or perceptions based on changing demands and conditions.
  • Accepts the need for flexibility.
  • Is open-minded in trying new ideas.
  • Listens to other people's points of view.
  • Reviews current working practices to improve quality and efficiency.
  • Is energised by a change agenda.
  • Encourages and accepts new ideas and concepts.
  • Approaches challenges as opportunities.
  • Adapts own behaviour to support organisational change objectives.
  • Gains buy-in and participation from others for changing requirements to be met.
  • Takes responsibility for driving change forward.
  • Promotes individual creativity, entrepreneurial spirit and actions.
  • Builds a sense of individual and team ownership on change.
  • Is able to facilitate and lead change to maximize business results.
  • Manages complex change programmes, identifying risks and solutions.

  • Leading People and Teams
  • Willingly cooperates and puts in extra effort when needed to help others.
  • Seeks input from others when making decisions.
  • Behaves professionally and consistently towards all team members, regardless of sex, race, gender or age.
  • Seeks feedback on own performance, taking action
  • where necessary.
  • Communicates in a clear and consistent manner.
  • Gives and receives regular feedback.
  • Deals with issues directly and encourages others to do the same.
  • Motivates and generates enthusiasm in others, using diverse skills and ideas.
  • Does the right thing and communicates appropriately even if unpopular.
  • Develops people to reach their full potential.
  • Sets a strong example through their own behaviour addressing poor performance, and promoting positive performance.
  • Identifies and communicates clear roles, responsibilities, expectations and measures.
  • Provides opportunities for others to grow and develop by giving support and access to resources as appropriate.
  • Builds and maintains strong relationships both functionally and cross-functionally.

  • Leading Customer Focus
  • Recognises the importance of the customer to the business.
  • Provides prompt, efficient and personal assistance in meeting customer requirements.
  • Treats all customers with respect and responds to them in a pleasant and friendly way.
  • Maintains personal composure when faced with difficult behaviour.
  • Measures and monitors customer satisfaction.
  • Deals constructively with problems arising involving the customer in the decision making process.
  • Guides and encourages others in developing their customer care skills to ensure customer satisfaction.
  • Displays a 'can-do' approach in response to changing customer demands.
  • Balances customer expectations with the needs of the business and gives guidance to staff on service delivery.
  • Commits to meeting the expectations and requirements of internal and external stakeholders.
  • Values importance of providing high quality customer service.
  • Identifies stakeholder needs and responds accordingly.
  • Actively builds positive and fruitful working relationships with the customer.

  • Leading Culture
  • Actively contributes to ensuring a workplace free of discrimination and fair to everyone.
  • Seeks to understand other's viewpoints.
  • Sets a positive example of behaviour to others.
  • Ensures that 100% of own behaviour is safe. Takes action to ensure the safety of others.
  • Champions a climate of inclusion and involvement.
  • Demonstrates an interest in and understanding of others.
  • Seeks and encourages diversity of opinions.
  • Willingly seeks out, recognises and uses creatively what different people have to offer.
  • Actively manages the safety process, follows safety procedures and policies.
  • Demonstrates integrity and behaves in an honest and open way.
  • Trusts and respects others to perform to their capabilities safely and without risk to self and others.
  • Promotes equal opportunities for others.
  • Integrates and builds diverse teams in order to achieve business objectives.
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