Remote Service Delivery Excellence Manager
at Teamshares

Summary

Join our team as a key change agent to facilitate Client onboarding, shared services personnel training, and monitor service level performance. This role requires process orientation, analytical skills, and ability to influence stakeholders.

Requirements

• Bachelor's degree in related field
• Minimum 7-10 years of related progressive experience in related roles
• PMP certification is a plus
• Lean/six-sigma certification is a plus
• Experience working in a shared service organization
• Working knowledge of common ERPs is a plus (e.g. NetSuite, QBO)
• Demonstrated ability to effectively lead, develop, communicate, and gain support for execution plans with a wide range of stakeholders
• Demonstrated ability to apply project and change management disciplines to change efforts
• Strong communications (oral and written), collaboration, and analytical skills, ability to foster teamwork, build relationships, effectively resolve conflict
• Ability to identify potential people-side risks and anticipated points of resistance and develop specific plans to mitigate or address concerns
• Proven analytical capabilities, in-depth knowledge, and first-hand experience with using process improvement and quality assurance to improve customer service
• Demonstrated experience with process mapping and workflow toolsets
• Familiarity with automation tools (e.g. Power-Automate)

Responsibilities

• Set up and manage PM tools, project tasks scheduler, and communication channels for daily shared services operations
• Create and execute processes for onboarding new companies and new employees while monitoring the acceptance of established processes and policies
• Report on progress/completion of client support during onboarding and transitions
• Execute using a Client Interaction Framework between MFP, the finance team, and network companies (e.g. Slack channels, emails, Notion etc.)
• Lead the gathering and documentation of business requirements, design process, and functional improvements, audit operational procedures, and identify opportunities for improvement and organizational impacts related to new business solutions
• Build and improve upon process documentation using process flow charts and tools
• Focus on business process analysis. Facilitate and ensure broad integration of business processes, systems, and provides guidance on business implications of any proposed changes to various applications systems
• Define measures of success with business as it relates to projects, collect and analyze results, and track costs and savings
• Facilitate conceptual phase of projects to stimulate discussions with stakeholders from different lines of business
• Collects and defines business requirements and translates into functional outcomes for simple to complex projects, manages the creation of training documentation, and delivery
• Develop and manage strong working relationships with internal customers, share information where appropriate, and integrate activities with various functional departments to ensure the successful implementation of business solutions
• Ensure correct access has been granted to appropriate team members to the relevant systems
• Oversee MFP’s key productivity indicators and cost allocation charge-outs
• Support employee transitions in MFP