Job Scope
The Shared Function Governance & Change Manager is responsible for driving the implementation, governance, oversight, and continuous improvement of the organization's Shared Function operating model. Acting as the central coordination point across functions, entities, and governance forums, the role ensures that shared functions are effectively implemented, appropriately governed, and continue to deliver the intended operational, financial, and people outcomes.
The role will lead change management activities, governance monitoring, service performance oversight, stakeholder engagement, and issue resolution to support both the successful transition and long-term sustainability of the Shared Function model.
Working closely with Shared Function Heads, business leaders, Risk, Compliance, Finance, Human Resources, and other key stakeholders, the incumbent will ensure governance frameworks are embedded, service commitments are achieved, risks are proactively managed, and opportunities for continuous improvement are identified and implemented.
Main Responsibility
Shared Function Governance
- Support the establishment, implementation, and maintenance of the Shared Function governance framework.
- Coordinate governance committees, working groups, and management forums relating to Shared Functions.
- Maintain governance documentation including governance charters, terms of reference, decision logs, action trackers, RACI matrices, and escalation frameworks.
- Ensure governance decisions are appropriately documented, communicated, and implemented.
- Monitor compliance with governance requirements, reporting obligations, and accountability frameworks.
- Periodically assess governance effectiveness and recommend improvements to strengthen oversight and decision-making.
Change Management & Transformation
- Lead change management initiatives supporting the implementation and enhancement of Shared Functions.
- Develop and execute change management, stakeholder engagement, communication, and adoption plans.
- Conduct stakeholder impact assessments and organizational readiness reviews.
- Support leaders in managing workforce transition and adapting to new ways of working.
- Develop communication materials, FAQs, briefings, and change intervention activities.
- Monitor stakeholder adoption and ensure effective transition into business-as-usual operations.
Service Performance & Operating Model Oversight
- Monitor Shared Function performance against agreed service levels, KPIs, and operational commitments.
- Maintain service performance dashboards and management reporting.
- Coordinate service review meetings with Shared Function Heads and key stakeholders.
- Identify performance gaps, recurring issues, capacity constraints, and opportunities for improvement.
- Track remediation plans and ensure service-related concerns are resolved in a timely manner.
- Support the ongoing optimization of the Shared Function operating model.
Risk, Issue & Escalation Management
- Maintain governance, implementation, and operational risk registers.
- Track and coordinate the resolution of governance, operational, and service-related issues.
- Facilitate escalation of critical issues through appropriate governance channels.
- Monitor mitigation actions and implementation progress.
- Support reporting on risks, issues, decisions, and actions to governance committees and leadership forums.
- Partner with Risk, Compliance, Legal, and Internal Audit teams to ensure robust governance and oversight practices.
Governance Reporting & Benefits Realization
- Prepare governance, performance, and implementation reports for management and governance committees.
- Monitor progress against Shared Function objectives, implementation milestones, and targeted business benefits.
- Track operational, financial, and service performance indicators.
- Support the measurement and reporting of benefits realization.
- Provide recommendations to enhance performance, efficiency, and governance effectiveness.
Stakeholder Engagement & Coordination
- Act as the primary coordination point between Shared Function Heads, business stakeholders, and governance bodies.
- Drive alignment on priorities, service expectations, governance requirements, and implementation activities.
- Facilitate discussions to resolve cross-functional challenges, dependencies, and competing priorities.
- Build and maintain effective working relationships across entities and functions.
- Promote transparency, accountability, and collaboration throughout implementation and BAU operations.
Continuous Improvement
- Identify opportunities to improve governance effectiveness, service delivery, operational efficiency, and stakeholder experience.
- Support the evolution and expansion of the Shared Function model as business needs develop.
- Capture lessons learned and implemented best practices.
- Support periodic reviews of governance frameworks, service delivery arrangements, and operating model effectiveness.
- Foster a culture of continuous improvement and operational excellence.
Qualification and Experience Requirement
Education
- Bachelor's Degree in Business Administration, Finance, Human Resources, Organizational Development, Project Management, or a related discipline.
- Professional certifications in Change Management, Project Management, Governance, Lean Six Sigma, or a related field are an advantage.
Experience
- Minimum 5-8 years of experience in governance, PMO, organizational transformation, change management, shared services, organizational effectiveness, or operational excellence.
- Experience supporting enterprise-wide transformation or operating model initiatives.
- Experience coordinating governance forums, management committees, and executive reporting.
- Strong stakeholder engagement and project coordination capabilities.
- Experience within insurance, financial services, banking, or other regulated industries would be advantageous.
