Head of Shared Services

at  Heineken

WE GO PLACES! HOW ABOUT YOU?

Immediate Superior: Director: Global Business Solutions
Location: Cape Town
Function: Global Business Solutions
Sub Function: Shared Services
Type of Contract: Permanent
Reference Number: 110011
Closing Date: 10/05/2024
The purpose of this position is to manage a multi-functional Shared Services Centre (SSC) for multiple geographies, which will include transactional procurement, accounts payable, payroll and benefits management and an HR query helpdesk. Accountabilities further include Office Services, change management and communication (for all GBS functions & Heineken Beverages roll outs), and End-user-computing service center (desktop support, asset management, application support 1st/2nd line, user & access admin). This position is focused on continuously increasing process efficiency, delivering exceptional service, and improving productivity.

EDUCATION & EXPERIENCE

• Bachelor’s Degree in Business
• 10 years relevant experience, of which 8 years should be in a managerial role (preferably in Shared Services environment), leading a large team within a complex environment.
• Subject matter expertise in Shared Services, Customer Experience best practices and multiple centre-office functional optimisation experience
• Scrum master, Lean Six sigma and Customer Experience practitioner qualifications would be advantages.
• Understanding of key industry trends on Shared Services Feasibility Assessments, Implementations and Optimisation
  The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply

Shared Services Centre Strategy

• Translate Heineken Beverages and GBS business strategy with organisational goals into a comprehensive strategy for the Shared Services Centre
• Develop SSC business plans and programs to support operations and implement the SSC strategic objectives effectively and efficiently.
• Drive the overall implementation of the SSC vision, objectives, and strategy in accordance with organisational objectives as well as targets and goals set out by the GBS Director and the business units it services.

Financial Management

• Control the budget for the SSC, including the authorisation of expenditures and implementation of financial regulations.
• Manage the health of our Debtors books to ensure conformance and continuous improvement in line with business expectations.

Daily operations

• Oversee the SSC operations and manage activities for successful execution of strategies that offer automation, strengthen internal controls, and build process efficiencies.
• Lead and support direct reports enabling and motivating them to make high quality decisions and provide effective services.

Reporting

• Provide accurate and timely reports in accordance with business and executive management requirements.
• Report on operational results and strategic objectives.

Customer Service Management

• Monitor quality of service provided to the business and take corrective actions as and when required.
• Effectively coordinate with other members of the business (corporate and regional) to balance client’s expectations with team’s resources and workloads
• Identify service, process, and systems improvement opportunities.

Customer and Stakeholder Management

• Proactively identify, establish, and build networks.
• Collaborate with Managers across the business to determine priorities and develop integrated solutions best suited for internal and external customers.

Service Level Agreements

• Negotiate and agree on Service Level Agreements (SLA) and TSAs with relevant business units (internal customers)
• Plan and monitor progress of SSC goals and milestones (via service level agreements) and provide progress reports to the relevant stakeholders. Manage deviations from SLAs.
• Ensure regular benchmarking occurs to evolve KPI’s and SLAs to global best practices.
• Engage regularly with all relevant stakeholders on SLA compliance and service levels.

People Management

• Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards.
• Assess team development needs and close gaps through coaching, training and creating a pro-learning environment.
• Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives.
• Leverage relationships between key stakeholders, customers and working groups through personal contact, meetings, and reviews of service level agreements to achieve buy-in in terms of total customer satisfaction.
• Agree on personal performance goals and achievement thereof.
• Demonstrating the Corporate Values and Behaviours.
• Drive own development to ensure knowledge and skills remain current.

Leadership

• Demonstrate leadership support for all SSC development initiatives.
• Model expected behaviours to managers and staff to create a desired workplace culture.
• Set drive and manage a high-performance and service excellence culture.

Innovation and business improvements

• Continuously drive workplace and service delivery improvement initiatives
• Oversee the implementation of improvement projects with SSC Business Units
• Future-proof the SSC to enable new operations functions and/ or clients to be added or changed over time without creating fragmentation or requiring fundamental re-design.
• Develop and own a timetable for increasing the efficiency of the Shared Services Centre, with the view of providing the most effective service to the business at the lowest cost.
• Develop and own appropriate Right-sourcing strategies, execution & continuous partner management.

Risk and Issue Management

• Identify, mitigate and manage risks and control measures proactively.
• Conduct root cause analysis of risks and create action plans to mitigate these.
• Resolve issues identified with SSC management team.

Governance and Compliance

• Ensure SSC compliance to Heineken Beverages Policies and governance procedures.
• Develop, maintain and enforce policies and procedures, standards of operations, and desk procedures that set clear expectations and produce consistent results for both internal and external users.
• Continuous improvement of SSC governance, processes and controls which support business processes.