Services Excellence & Governance Manager Job

Job Purpose:

Leading Shared Services Strategy and its initiatives that drive the continuous improvement of service delivery within RCU. Ensuring compliance with RCU governance, and enhancing employee’s journey and satisfaction. Implementing best practices, develop strategic service initiatives, and monitor performance of the provided services.

Functional Responsibilities:

1. Establish and implement service excellence strategy and framework outlining standards, procedures, and guidelines for achieving and maintaining quality across Shared Services.
2. Review the Shared Services Strategy Initiatives and development plans created by the SS leaders to enhance the sector’s activities and continuously follow up with them to ensure the plan’s successful implementation.
3. Review Shared Services related policies and processes and provide improvement recommendations from a quality control and management perspective and to ensure its compliance with internal and external regulations.
4. Support the relevant departments within the Shared Services in the establishment and development of their governance and compliance frameworks, ensuring alignment with local and international laws and regulation.
5. Gather and analyze the key performance indicators (KPIs) to measure quality levels and identify areas for improvement in alignment with the Shared Services departments.
6. Identify opportunities to streamline processes and drive increased service efficiency, and share the insights with the relevant stakeholder to achieve optimal results.
7. Follow up with the relevant departments throughout the process of developing and implementing Shared Services related initiatives, programs, and projects to ensure timely delivery and adherence to the highest quality standards.
8. Establish and maintain a culture of continuous improvement within the Shared Services.
9. Establish and build Shared Services Authority Matrix that cover all departments authorities.
10. Develop and implement SLAs for the provided services across functions.
11. Develop and maintain dashboards and reports that track services performance against KPIs.
12. Facilitate cross-functional communication within stakeholders to drive enhancements in overall performance.
13. Perform any other job-related duties required by the direct manager.

Managerial Responsibilities:

1. Provide input to the sector’s strategy from the Department's or Section's perspective in line with RCU overall vision and mission.
2. Develop the Department's or Section's objectives, KPIs, annual operational plans and ensure plan execution is meeting the targets.
3. Contribute to the preparation of the Department's or Section's annual budget and monitor the financial performance of the Department or Section.
4. Implement and execute the Department's or Section's policies and procedures. Oversee the overall performance of the section and ensure KPI’s are well developed, cascaded, communicated and monitored.
5. Ensure effective staffing, professional development and deployment of staff of the Department or Section in consultation with the Sector Executive or (Executive) Director.

Job Requirements:

• Bachelor’s Degree (Master’s Degree Preferred) in Business Administration, Management, or a related field. A Master’s degree or professional certification in governance, compliance, or service management.
• 6 years of relevant experience with 2 years in a managerial role.
• Strong project management skills.
• Exceptional communication and presentation skills.