1. Governance & Service Management
- Establish, maintain, and continuously enhance the SSC governance framework, covering service delivery, escalation, controls, and compliance
- Own and manage service governance forums, including:
- Operational review meetings
- Monthly and quarterly service reviews
- Leadership and steering committee updates
- Ensure clear definition and adherence to:
- Service Catalogue
- SLAs / OLAs
- Performance metrics and reporting standard
- Act as the central escalation point for service issues, ensuring timely resolution and root cause
remediation. Sets standards for service accountability, escalation, and performance narratives
2. Performance Management & Insights
- Own the SSC performance management framework, ensuring end-to-end visibility of service
delivery
- Design and manage dashboards and reporting covering:
- SLA performance
- Productivity and efficiency
- Quality and customer experience
- Value realisation
- Provide data-driven insights to the Leadership team to support decision-making
- Proactively identify risks, trends, and opportunities to improve performance and scalability
3. Transformation & Continuous Improvement
- Owns the PBS SSC transformation roadmap
- Drive transformation initiatives across SSC functions in partnership with Function Heads &
Stakeholder
- Apply Lean / Continuous Improvement methodologies to:
- Simplify and standardise processes
- Eliminate waste and inefficiencies
- Improve turnaround time and service quality
- Identify and drive automation and digital enablement opportunities
- Ensure initiatives are prioritised, tracked, and benefits are realised
- Support transition of SSC from cost-focused operations to value-adding, insight-driven services
- Plan, review and deliver the transition of new work requirements in a timely manner.
4. Stakeholder & Business Partnership
- Act as a trusted partner to stakeholders and Function Heads
- Build strong working relationships with business leaders, enabling constructive challenge and
alignment
- Lead Voice of Customer (VoC) sessions and feedback loops, translating insights into improvement actions.
5. Execution & Delivery Discipline
- Own planning, tracking, and execution of governance and transformation deliverables
- Ensure on-time and in-full (OTIF) delivery of agreed services and initiatives
- Track actions, risks, and dependencies arising from governance forums and close them systematically
- Support SSC leadership with high-quality materials for reviews, updates, and executive presentations
Requirement
- Bachelor's degree or equivalent experience.
- Proven experience in service governance, performance management, and continuous improvement
- Hands-on experience leading process improvement and transformation initiatives
- Exposure to automation, digital tools, or workflow optimisation is highly desirable
- Minimum 8–12 years of relevant experience in Shared Services, GBS, Operations, Governance,
- Transformation, or Service Delivery environments
- Proven people management experience, including:
- Leading and developing teams or workstreams
- Coaching team members and driving accountability and performance
- Demonstrated ability to manage and influence stakeholders across functions and geographies,
including:
- Function Heads and operational leaders
- Internal business stakeholders
- Hands-on experience leading and delivering projects or initiatives, including:
- Process improvement or standardisation initiatives
- Transformation, transition, or change programmes
- End-to-end ownership from planning through execution and benefits tracking
- Strong experience in governance and performance management, such as:
- Running service reviews and governance forums
- Managing SLAs, KPIs, escalations, and action tracking
- Confident communicator with proven ability to:
- Prepare and deliver clear, structured presentations
- Translate data and analysis into compelling performance stories
- Facilitate discussions and drive alignment and decisions
- Experience working in a matrix, multi-stakeholder SSC / APAC environment is highly desirable
- Ability to collaborate and to drive change in an international matrix environment across a broad set of cultures and business practices. Flexible and able to thrive in fluid environments, without the need for rigid structure.
