Shared Services Process Manager

Project Planning & Strategy:

• Lead the development of comprehensive project plans and guide the team in outlining timelines resource requirements and budget estimates as needed.

• Define project scope objectives deliverables and success criteria in collaboration with stakeholders.

• Oversee end-to-end project execution by supporting the team through all phases: data gathering baselining solution design and deployment ensuring comprehensive management of each phase.

• Establish a process management framework across functions and geographies supported.

• Proactively identify potential project risks and empower the team to develop and implement mitigation strategies fostering a culture of foresight and accountability.

Stakeholder Management & Communication:

• Serve as a critical conduit between business and technical teams articulating business needs clearly to developers and ensuring solutions are aligned with operational context and end-user experience.

• Serve as a strategic partner to key stakeholders facilitating clear consistent communication and alignment across all project phases.

• Oversee the cadence and quality of stakeholder updates provided by the team including status reports progress updates risks and issue escalations to ensure transparency and trust.

• Proactively manage stakeholder expectations by setting clear roles responsibilities and checkpoints and by ensuring the team remains aligned with evolving priorities and objectives.

Technical Oversight & Execution:

• Translate business requirements into technical specifications for tool configuration and integration.

• Work closely with business analysts and developers to deliver requirements for system assessments ensuring functional design aligns with process improvements and user experience goals.

• Oversee collaboration between the team and technical stakeholders (e.g. developers engineers IT operations IAM) to ensure successful tool setup configuration and integration with existing systems.

• Lead and participate in User Acceptance Testing (UAT) to validate process and system changes meet functional and performance requirements.

• Support the team in navigating and resolving technical challenges during deployment removing roadblocks and escalating as needed to keep delivery on track.

Deployment & Adoption:

• Develop and implement change management strategies to ensure successful user adoption and sustainability of process improvements.

• Oversee the deployment of new processes and technologies including data migration and system cutover - ensuring the team delivers with minimal disruption to business operations.

• Enable the team to plan and deliver effective training communications and roadshows to prepare end-users and key stakeholders for upcoming changes.

• Establish and monitor post-deployment support mechanisms ensuring the team provides timely issue resolution knowledge sharing and continuous improvement feedback loops.

Continuous Improvement:

• Empower the team to identify improvement opportunities and act as catalysts of change delivering measurable impact and efficiency gains.

• Guide and support the team in the creation revision and implementation of policies and standard operating procedures to institutionalize new ways of working.

• Contribute to strategic recommendations and key business decisions based on data analysis and cross-functional consultation.

• Oversee post-implementation reviews led by the team to evaluate project outcomes capture lessons learned and ensure continuous learning and improvement.

• Recommend improvements to processes and tools for future deployments.

• Documentation

• Guide the team in the creation and documentation of policies processes and business requirements.

• Develop as-is and to-be process diagrams and documentation using MS Visio and other related process documentation tools.

• Ensure documentation practices align with organizational standards and are integrated into broader knowledge management and training efforts.