Shared Service Center Manager (SSC)

The Shared Services Center (SSC) Manager - Mexico is responsible for leading and optimizing the operations of the SSC ensuring high-quality service delivery operational efficiency and alignment with Cofaces global strategy. This role drives continuous improvement enhances service scope and productivity and fosters strong collaboration with internal stakeholders across the Group.

Key Responsibilities

Leadership & Team Management

• Lead coach and develop SSC Team Leaders and Managers to build a high-performing engaged and collaborative team environment.
• Provide strategic direction in alignment with the Group SSC Director (direct reporting line at HQ level).
• Promote a strong service-oriented culture accountability and continuous improvement.
• Drive talent development succession planning and capability building within the SSC.

Operational Excellence & Service Delivery

• Implement and continuously optimize the SSC operating model including service management frameworks service catalogues and SLAs.
• Oversee daily operations to ensure efficiency quality and adherence to established processes and standards.
• Define operational priorities allocate resources effectively and manage activity planning.
• Monitor service performance using KPIs identify trends risks and improvement opportunities and implement corrective actions.
• Ensure compliance with internal policies procedures and regulatory requirements.
• Manage and control SSC budget and cost efficiency initiatives.
• Establish and maintain quality assurance standards and continuous improvement practices.
• Develop and execute internal communication and capability-building strategies.

Strategic Coordination & Stakeholder Management

• Act as a key member of the SSC global leadership team contributing to strategic initiatives and SSC scope expansion.
• Own and drive the SSC global roadmap ensuring alignment with business objectives.
• Build strong partnerships with Group functions and local entities to ensure seamless implementation of processes and policies.
• Escalate critical issues to policy owners and support resolution in a timely manner.
• Collaborate cross-functionally to enhance service integration and operational efficiency.
• Share insights best practices and feedback with global SSC peers to drive consistency and innovation.

Context & Environment

The Shared Services Centre supports multiple operational activities aligned with Cofaces global processes and standards tailored to local regulatory and business requirements. The SSC plays a critical role in delivering scalable efficient and high-quality services across the organization.

Qualifications :

The Candidate

Desired soft skills

• Strong leadership and people management capabilities with the ability to inspire and unite teams
• Excellent decision-making skills and sound professional judgment
• Strong interpersonal and relationship-building skills with a diplomatic approach
• Proven ability to manage remote and multicultural teams
• Strategic mindset with the ability to translate vision into actionable plans
• Strong organizational skills with the ability to manage multiple priorities
• Excellent written and verbal communication skills
• Analytical thinking and problem-solving capabilities
• Adaptability and ability to thrive in a fast-paced dynamic environment
• Demonstrated ability to maintain a continuous forward-looking perspective that proactively challenges the status quo driving process efficiencies and automation by systematically eliminating manual tasks and nonvalue-added activities.
• Partner with the business to align on shared objectives ensuring common goals are established and achieved alongside SSC Group priorities.

Desired technical skills

• Knowledge of quality control frameworks and operational excellence methodologies
• Familiarity with SSC/BPO service management models SLAs and performance metrics

Languages

• Fluent in English (mandatory)
• Fluent in Spanish (mandatory)

Education

• Bachelors degree required.
  •  Masters degree in Business Administration or a related field (preferred)

Experience

• Minimum of 3-5 years of experience in shared services BPO or operations management roles
• Proven experience leading teams and managing administrative and operational functions
• Demonstrated success in driving performance improvement and business growth initiatives

Additional Information :

What We Offer

• Flexible hybrid work model
• Career development in a global inclusive environment
• Ongoing training and learning opportunities
• Competitive benefits exceeding legal requirements

Location: Ciudad de México/Mexico City (Hybrid  2 days onsite 3 days remote)

Remote Work :

No

Employment Type :

Full-time