FSSC Service Delivery & Continuous Improvement Manager (hybrid)

FSSC Service Delivery and Continuous Improvement Manager * Play a key role in managing and optimising service delivery across all pillars of the shared services centre, ensuring high standards are consistently met. * Drive continuous improvement initiatives by leading process simplification and automation projects in partnership with senior stakeholders and technical teams.

What you'll do:

• Ensure that functional leads within the shared services centre effectively manage their teams to achieve objectives and meet or exceed agreed service level goals.
• Work collaboratively across all areas of the SSC team to provide support where business needs arise, promoting flexibility and teamwork.
• Oversee adherence to the Group Target Operating Model across all functions to ensure alignment with global strategies and policies.
• Monitor quality assurance processes to guarantee that services delivered meet established standards of excellence.
• Promote ongoing professional development by reviewing training requirements and deploying regular sessions using central management tools and expertise.
• Lead or participate in project management meetings focused on process simplification, automation, and successful implementation of new systems or tools.
• Ensure compliance with standing operating procedures, training manuals, company policies, SOX controls guidelines, and internal audit requirements.
• Act as the primary point of contact for escalations from operating company senior management, ensuring timely resolution of concerns or complaints.
• Prepare comprehensive monthly reports detailing service successes and challenges for review by central teams, tracking KPIs to drive performance optimisation.
• Oversee system administration including configuration, maintenance, user access controls, data integrity protocols, security measures, upgrades, and IT asset management.

What you bring:

• A degree in Business or Accounting is preferred; however, significant experience in service management or equivalent managerial roles is also valued.
• At least 10 years’ proven experience in service management within finance functions is essential for success in this position.
• Previous exposure to shared services centre environments equips you with valuable insights into end-to-end business processes.
• Demonstrated expertise in managing complex service delivery operations while upholding compliance with internal controls such as SOX guidelines is crucial.
• Exceptional organisational skills enable you to handle multiple priorities efficiently while maintaining attention to detail under pressure.
• Excellent interpersonal communication abilities allow you to build rapport with clients at all levels—facilitating negotiation and reconciliation when needed.
• Adaptability ensures you can respond positively to change while supporting others through transitions or new initiatives.
• Proven track record in coaching team members towards achieving their full potential through constructive feedback and tailored development plans.

What sets this company apart:

This organisation stands out as an employer committed to creating an inclusive environment where every voice is heard and respected. Employees benefit from flexible working opportunities designed to promote work-life balance alongside generous training programmes that encourage continuous learning. The company’s dedication to nurturing talent is evident through its investment in professional development resources—ensuring staff have access to mentorships, workshops, and career progression pathways tailored to individual aspirations.

What's next:

If you are ready to take on a rewarding challenge where your expertise can truly make an impact within a supportive team environment, this could be the perfect next step for your career journey.

Apply today by clicking on the link below—your future as FSSC Service Delivery & Continuous Improvement Manager awaits!

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C