Shared Services Manager - Bogotá, Colombia - Velocity Global

Descripción

We are currently looking to hire a Shared Services Manager to join our growing Global Delivery Center team.

This team is a shared services division of Velocity Global, which provides 24/5 global support to our clients and internal functional teams.

This position is to bebased in Colombia as a remote worker.

This full-time position will be responsible for managing a team of Shared Services Associates, driving projects for the Global Delivery Centre and providing service support to the different departments and functions of the organization.

This is a services role where the candidate has the opportunity to define the service operations of the Global Delivery Center and provide scalable support to the organization.

To be successful, the right candidate will be able to adapt to the ever-changing needs of the business and be empowered to take the initiative on day-to-day tasks.

This role calls for someone who is truly "high velocity," where resourcefulness is key to success. This individual will report to the Director of Global Delivery Center.

RESPONSIBILITIESProvide high-quality service support to our global teams and customers in collaboration with the Client Experience, Employee Experience, Payroll, Finance, and other internal functionsEnsure all projects are tracked in the internal project management tool and work closely with the Shared Services Managers on capacity, demand, and productivity managementStandardize processes across internal teams and develop Standard Operating ProceduresEnsure efficient usage of the ticket management systems across teamsWork with leadership on developing new service offerings and continuous improvement of servicesFostering strong relationships with key stakeholders in the organization, to understand their needs and requirements and ensure that shared services are aligned with the overall business strategy.

Manage service delivery according to OLAs and maintain high-quality of serviceWork closely with functional leaders on process design and drive efficiencies across the organizationDrive KPIs for the Global Delivery Centre and improve cost efficiencies for the CentreEnsure staffing of resources to enable a 24-hour support system for the organizationManage, train, and develop a team of Shared Services AssociatesMeasurement of metrics and regular reporting of progress to stakeholdersMaintain documentation as per required company quality standardsDrive accountability around data integrity throughout systemsThe above statements are intended to describe the general nature and level of work performed by people assigned to this classification.

They are not construed to be an exhaustive list of all job duties performed by the personnel so classified.
QUALIFICATIONS/SKILLSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Bachelor's degree or equivalent work experience required; Master's degree a plus5+ years of experience in international Shared Services Centers / BPOs or equivalent managing cross-functional projects and providing operational excellenceExperienced in managing Shared Services Center teams along with experience in setting up multiple service lines is requiredStrong understanding of the operations and administration of a 24/7 Shared Services CenterStrong people management experience leading large teams is requiredProven experience in managing OLAs and driving cost savings in organizationsAn experience in Client Account Management is preferablePrevious experience working with different ticket management systemsBusiness proficiency in the English language requiredResearch-oriented, exceptional organizational skills and attention to detail with an ability to quickly assimilate informationExcellent presentation, verbal and written communication, and listening skillsStrong consultative customer service and project management styleTechnology-literate, including Microsoft Office and Google suiteStrong work ethic and a passion for creating unparalleled customer experiencesInterest in international business and contributing at a consistently high levelGO FARTHER WITH VELOCITYAt Velocity Global, we're building a dream team made up of the world's best talent.

We're looking for people like you to join us as we make opportunity borderless for people everywhere.
ABOUT VELOCITY GLOBALAt Velocity Global, our values represent who we are and the company we want to be.

We harness the power of unity, diversity, and collaboration, drive for impact, and win as a team - bringing our unique talents together to achieve our common goals.

In partnership with our customers and ourselves, we are better together, and together, we win.
Please refer to our present benefits offering here.

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