Shared Service Delivery Manager

Job description / Role

Salary: AED 23,000 – 28,000

A large and well established Dubai based retail group are looking for a Shared Service Delivery Manager to assume responsibility to develop and implement the Quality Assurance Program within Employee Shared Services, this will also involve monitoring processes and procedures to make improvements and ensure high standards are met and enhance the efficiency of the Employee Shared Services.

Responsibilities:
• Develop and implement the ESS Quality Assurance program for maintaining overall quality standards.
• Implement continuous process reviews, sample verification of processed transactions and monitoring service delivery standards including, conducting internal trainings to improve / maintain efficiency and effectiveness of the ESS processes.
• Prepare, analyse and report on performance measurement data captured by ESS teams in the ESS systems.
• Develop quality objectives to drive continuous improvement and greater efficiency.
• Prepare, analyse and report functional performance report for ESS based on the monthly generated revenue and transaction volume.
• Monitor and track service delivery issues raised by customer entities segregating the same between those serviced / resolved / closed by ESS and those remaining un-serviced / unresolved / open as at month / period end.
• Plan, schedule and conduct Quality Assurance meetings with customer entities representatives.
• Identify improvement opportunities through analysis of performance measurement data.

Functional Responsibilities:
• Continuously monitor ESS processes and services to determine if they are aligned with the business requirements.
• Audit transactional processes on a sample basis for compliance with established standards.
• Manage the performance of services to customer entities as per agreed Service Level Agreements.
• Manage the Transaction & Document Control (TDC) function and the ESS Helpline.
• Effectively monitor, control and support service delivery; ensure systems, methodologies and procedures are followed as designed.
• Conduct periodic Quality Excellence meetings with customer entities representatives covering performance, service improvements, quality and processes.
• Implement and facilitate Quality Excellence workshops and training courses for ESS staff as and when required.
• Undertake internal / external benchmarking of various processes.
• Prepare and submit performance reports for service delivery issues raised by customer entities.
• Document, track and escalate issues relating to non- compliance to developed policies & procedures and Service Level Agreements.
• Undertake monthly service evaluations with the respective heads of service lines and report results of such evaluations to the Head of ESS as appropriate.
• Review service delivery results with relevant stakeholders / representatives from customer entities.

People Development:
• Build the capability of staff within the function by conducting regular performance reviews.
• Encourage colleagues / peers in sharing ideas to improve current processes.
• Identify necessary training requirements for ESS staff.
• Extend assistance to colleagues / peers where ever required.

Requirements

The successful candidates will have:
• Bachelor’s Degree with a major in Business Administration, with an emphasis on quality management.
• Minimum 5+ years’ experience in similar position.
• Experience of internal and external customer service delivery - understanding needs, team behaviors, satisfaction measurement.
• Broad knowledge and experience of HR best practices in areas such as: employee relations, performance management, recruitment, compensation, policy / procedure development and interpretation, centers of excellence, and familiarity with organizational design, Training and Development and benefits administration.
• Excellent organization, written / verbal communication, analytical, and presentation skills.
• Proven experience of understanding and operating finance processes.
• Proven rigorous analytical approach.

About the Company

Edge Resourcing was established in the United Arab Emirates in 2008. We have taken care in our growth and have kept our corporate values throughout.

Edge Resourcing is led by a specialist team of Recruitment Consultants, each of whom have experience of working in and a sound knowledge of the local market place. We have gradually expanded our horizons and now offer specialist services within the Middle East Retail sector. Our aim is to provide a thorough and honest service to both our candidates and clients, making sure that we only take on work which we feel we can service to the correct level of satisfaction required.

We currently offer professional and tailored contingency and retained search services to the following specialist sectors of the market: Retail Accountancy and Finance Office Support Human Resources Sales and Marketing Legal

Our aim is to continue to position ourselves in the market as one of the most consistent and successful suppliers of manpower. We strive to make things happen and make a difference to your business and career. Success isnt just about putting people into jobs, but about giving you an honest, personal service. Whether you are a client or a candidate, our aim is to find out exactly what it is that you are looking for, rather than push you to settle for your second choice.