Senior Vice President - Global Shared Service

Job Overview 

Davies Group, a global operations, consulting and technology provider to the insurance and banking industries, are undertaking a programme reviewing the location of work across their global footprint. Core to this programme, we need an experienced business leader to lead develop our Shared Service operations, 

Your Responsibilities will break down into 2 areas:

Operations Management and Development

management of our established operations in India growing them as volume requires including consideration of new sites and locations; identification other suitable geographies to meet the requirements of our global operations including nearshore or in-country locations for North America; development and implementation of our operating model as requirements evolve including selective partnering,

Programme Delivery

Ownership of the migration process: working to define programme requirements, hire and manage the right team, overseeing the solution design for migrating processes; leading the interface with our onshore teams to implement and manage processes; and successfully migrating work.

Responsibilities and Duties

• Develop and manage the overall vision, strategy, and operational plans for the Shared Service Centres and their scaling, in collaboration with key stakeholders
• Management of all aspects of our shared service operations 
• Budgetary ownership of the Programme and Shared Service Centres  - delivery of financial metrics including return on investment, annual savings targets, cost metrics 
• Ownership of the management of our Indian Shared Service centres, ensuring alignment with the Group’s strategic objectives
• Delivery of service to our internal customers to the agreed level of quality and provision of continuous improvement recommendations
• Development and implementation of business cases for nearshore Shared Service Centres and other operating model evolutions
• Recruit, build, and lead a high-performing team to support the operations of the Shared Service Centre strategy 
• Leadership of the Programme team tasked with delivery of centre set up and activity migrations
• Lead vendor selection & collaboration with the external partners supporting the programme as required
• Develop and execute a comprehensive plan, including elements of Real Estate, Finance and Legal
• Establish and implement efficient and effective processes, workflows, and systems to optimize productivity and quality, in collaboration with key stakeholders
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) to meet client and business requirements
• Manage relationships with clients and stakeholders, ensuring effective communication and alignment on expectations
• Monitor, report and escalate as necessary, on the Shared Service Centres’ performance, providing regular updates and recommending improvements
• Oversee implementation and maintenance of robust governance and compliance frameworks, including data protection and security measures
• Stay updated on industry trends and best practices in offshoring and outsourcing to drive continuous improvement
• Maintains awareness of industry best practices and trends in change management and continuously seeks opportunities to enhance and improve change management processes.
• Cultivates skill-building and professional development opportunities within Shared Service team operations.
• Defines priorities, resources, roles, and responsibilities for team efforts, actively coaches team members.
• Exhibit company values of “We are Dynamic, We are Innovative, We are Connected, and We Succeed Together”

Experience and Qualifications

Required

• Proven experience in setting up, stabilising, operating and scaling shared service operations
• Experience in building and managing diverse teams, fostering a collaborative and inclusive work culture
• Experience in managing budgets and financial performance
• Demonstrated ability to develop and execute strategic plans and operational frameworks
• Strong understanding of shared service and/or outsourcing principles, processes, and best practices
• Familiarity with data protection regulations and security measures in a shared service and geographically diverse