Kenya: Shared Services Centre Manager

JOB DESCRIPTION

SHARED SERVICES CENTRE MANAGER - NAIROBI

Reporting to Regional Business Support & Finance Manager, Horn, East & Central Africa (HECA), based in Nairobi.

Internal Job Grade C2

Contract type Fixed term contract – 2 years

Location Nairobi

Staff reporting to this post Shared Services HR Officer, Shared Services Finance Officer, and Shared Services Logistics Officer. The IT Officer to whom IT Help Desk Assistant reports, will have a dotted reporting line into the role.

Budget Responsible for specified budgets for Shared Services Centre

Total Workforce Approximately 15

Job Purpose

Provide effective and efficient shared business support services by setting up, providing leadership, management and oversight of the running of each of the functional areas of a customer centric and legally compliant shared services function for all Nairobi based business units. Ensuring, through excellent people management of the functional areas that the centre provides measurable, cost-effective business support services aligned to corporate objectives and priorities. To implement improved business processes with a specific focus on providing value adding support to the business, through transactional aspects of shared support services including Finance, HR, Administration, Logistics contract administration, payroll input, recruitment, health and safety and IT (through dotted line responsibility). To continuously improve the strategic vision and scope, policies, transactional processes and procedures of the shared services support centre. Effectively track stakeholder usage of the shared services centre and develop proposals to inform cost allocation schedules. To support effective programme work through the consistent delivery of first class business support service, consistently delivers its SLAs and meets quality measures. Accountable for the performance of the Shared Services team including their management, motivation and capacity building. Manage the relationships with the various systems providers (HR, IT, Finance, Logistics, Administration) and utilise external networks to adapt and alert the business to future legislative changes relating to the various key areas of the shared services support centre.

Context

OXFAM offices at the Atrium, Chaka Road houses 7 different Oxfam business units. The budget holders for these units together with the SSC Manager forms the Shared Services Governance Team who contribute significantly to the development and implementation of shared services support systems. The SSC Manager oversees a service delivery team to provide effective and cost-efficient transactional support to all business units.

Key Responsibilities and Accountabilities

Shared Services Management

· Provide leadership of shared services centre and oversight of the running of each of the functional areas

• People Management of the functional areas, Finance, HR, Logistics and Administration and IT Managers
• Effective performance management of all shared services staff ensuring assessment, development and performance management against objectives and agreed competencies
• Implement Oxfam’s relevant organisational standards, ensuring compliance with legal obligations across the transactional shared business support services
• Ensure that the shared services centre runs effectively and efficiently.
• Measure and report on service delivery standards across all business support shared services functional areas
• Measurement, management and ensure achievement of targeted results of the SSC in terms of efficiency and service delivery to a high standard according to the customers
• Promote and instil customer centric culture and effective partnership working with internal stakeholders
• Drive process improvements and operational efficiencies
• Unresolved queries and complaints to be assessed and resolved
• An active contributing member of the Shared Services Governance Body (SSGB) and reporting into the SSGB on the management of the Shared Services Centre

Finance

· Management and reporting of the Shared Services Centre budget. Accountable for the implementation of the budget plans for the business support shared services centre and ensuring cost- effectiveness of the centre

· Effectively manage and support implementation of cost effective plans of the shared services business support centre and sound financial management practices across the region

· Effectively manage/ risk in the financial transactional services.

· Ensure effective co-ordination between the business support shared services Finance Manager, country programme Finance Managers and observance of specified compliance requirements.

· Support, advise or as necessary, guide the programme staff on financial issues, to maintain the link with programme work and finances.

Logistics/ Administration

· Ensure cost–effective delivery of shared transactional logistics support services that effectively support the operations of country programmes in regional management centre programs, including procurement and facilitation of effective services for conferences, facilities, office management etc.

· Support the Regional Business Services Manager in the implementation of the corporate and divisional logistics strategy.

Information and Communication Technology

· Ensure, that the dotted reporting line of IT Officer and the IT Help Desk Assistant works effectively to support the Nairobi based business units.

· Collaborate with the Head of IT and communication to maximise on every opportunity to build and enhance an information technology systems- based business support shared services centre that is cost- efficient and reliable.

· Support and guide the Business Support Shared Services team in financial, HR, procurement, IT and logistics and administration matters, to maintain focus and link on transactional services and effective support for programme work.

Human Resources

· Provide oversight and support to the support services team to ensure HR operational excellence on agreed standards

· Ensure that the business centre acts as an on-going first point of contact for clients on transactional HR issues, queries and requests

· Ensure appropriate referral or escalation of issues that are beyond the remit of the shared services business support centre to country and regional HR management as applicable.

· Ensure policy compliant and legal sensitive case management and problem solving by HR shared services function.

· Promote the delivery of effective transactional Human Resources services including pay related and benefits processing , defined end to end HR recruitment and selection services ; On-boarding, induction and departure activities for new starters and leavers ;monitoring, reporting and taking timely action on transactional health / safety and HIV/AIDS issues and logistical/ administrative support for L&D, organisational development and change processes in consultation with country and Regional HR as appropriate.

· Ensure data update and quality maintenance in the HR information system (GOLD/ Cascade) as well as timely production of defined comprehensive HR administration reports.

· Ensure proactive management of risks in provision of HR transactional services

· Maintain an effective confidential record keeping and retrieval system on staff information.

Technical Skills, Experience & Knowledge

Essential

· Professionally qualified in any one of the areas of the scope of SSC responsibility i.e. in the areas of, HR, Administration Logistics and IT with experience in managing successful programmes and ITIL or other service management framework qualification or extensive experience of leading multi service SSC operations and ensuring continuous improvements in transactional, non- strategic operational services.

· Operational and management experience in most, if not all, but certainly in at least three of the scope of the services (preferably, Finance, HR and Procurement/ Logistics), with demonstrable broad understanding of the full range of services to be delivered through the SSC centre.

• Professionally qualified SSC Manager, preferably with 5 years’ experience in a large and / or complex organisation, and the ability to lead, influence and support colleagues in appreciating the importance of effective and efficient shared services support standards, Service Level Agreements ,processes, procedures and controls; ability to specify, design and use business operations and performance management systems to achieve control and assurance across a complex and diverse business in a similar organizational setting.

· Expertise in the translation of thought leadership in SSC design into design of effective SSC from the customers’ perspective.

• Experience of leading the implementation of operational improvements through a SS centre and the persistence to achieve change in a challenging environment;
• Maximising resource utilization.
• Strong leadership qualities, people management expertise to provide direction and effective support to a multi-disciplinary and multicultural team. Proven experience of managing people in some or all the areas of logistics/ procurement, finance and HR.
• Excellent interpersonal skills with the ability to build strong working relationships and to establish credibility and respect.
• Excellent customer service skills with proven experience of service delivery to a consistently high standard.
• Experience of designing and implementing and monitoring and evaluation tools to ensure a high level of customer service according to the Service Level Agreements.
• Experience and skills in designing, monitoring and reporting on budgets.
• Good listening and problem solving skills, adaptable and flexible approach to dealing with issues.
• Thorough understanding of information systems and information technology with a sound knowledge of their development and capabilities;
• Ability to gain and apply knowledge of the statutory requirements of countries in the region and of the impact of local culture and tradition.
• Effective verbal and written communication skills, including high-level interpersonal and representational capabilities; fluency in written and spoken English essential.
• Ability to operate and think strategically, coupled with proven analytical skills and the use of these to problem solve and make firm decisions.
• A strong commitment to Oxfam’s purpose, a broad understanding of the work culture in the “development” sector and its impact on key areas of responsibility and a commitment to humanitarian principles and action;
• An understanding of gender and diversity considerations within key areas of responsibility and commitment to addressing inequalities in the workplace and the programme.

Desirable

Languages

Proficient in English and good working knowledge of Kiswahili

If you believe your qualifications meet the requirements, please apply using the link http://bit.ly/2tFnwG7 in our recruitment portal.