Head Of Shared Services

Our client, a market leader in their field through a new organisational restructure is looking for a Head of Shared Services.

The role is pivotal to the effective design, implementation, control and management of the new Credit Services Shared Services function. The scope of this function will include cash allocation, disputes, management information, reporting insight, process improvement. The successful candidate will play a lead role in setting up this new function and then will run it on-going thereafter.

You will have complete responsibility for the design and implementation of the new Credit Services Shared Services function. The scope of this role will include cash allocation, dispute management, MI, reporting insight and process improvements.
From a cash allocation process you will be responsible for the efficient processing of all cash receipts and the timely allocation. Develop and implement strategies to increase the level of automated cash allocation and to promote online payments, BACS and Direct debits as primary payment methods. You will liaise with credit managers to ensure they are equipped to drive for mentioned strategies with their business and customers.
You will also own the dispute process and the design and implementation of an effective dispute management process with clear accountability and strong emphasis on customer service.
You will be required to develop appropriate reporting and SLA’s and ensure the business KPI’s are aligned around the swift and effective resolution of disputes. Identify key drivers of disputes and provide insight to the credit managers and business to enable elimination of root cause.
Reporting Insight: Develop dashboard metrics to assess the impact and performance of the HSS function, key business stakeholders including branch level. In addition monitor the effectiveness of collections strategies and provide insight to peers that informs the development of future strategies.
Process improvement agenda: Identify opportunities to improve services and processes across the trade credit function through effective monitoring of performance, challenging the status quo and striving to create a continuous improvement culture. Identify areas in the business that impact CS function and recommend to stakeholders opportunities in the wider business environment to correct in order to improve the CS function offering.
Define and communicate the shared service offering to both your internal trade credit stakeholders and to the broader business
- Establish a well governed and high performing function including:
- Define and deliver on agreed SLA’s and KPI’s
- Adherence to all applicable laws and statutory requirements
- Adherence to TP credit policy, people policy and agreed procedures processes
- Provide adequate audit trail of all key decisions e.g. credit limits
- Establish continues improvement team and process, ensuring re accreditation of

QICM
- Establishes strong, proactive partnerships with peers to maximise collections effectiveness and minimise risk. Share and leverage best practice across the CS function.
- Play a key role in leading aspects of the CS transformation program, collaborating with peers and championing the change within the team and business unit.
- Recruit, train, develop, lead a high performing and engaged team. Instil and role model the TP CS ways of working and values. Create an environment that is well managed, clear on the ‘what’ and the ‘why’ and passionate about continuously striving to be ‘best in class’ and have some fun.

The complexity of this role will have complete responsibility for Cash allocation with 250k – 300k payments per month (£350m - £400m)

-Development of valuable insight that informs collections strategy development
-Generating insight from management information that drives improvements in processes and collections effectiveness
-Development and delivery of regular reporting to the Divisional Credit Manager, Director of CS and Business unit board
-Ownership and management of complex customer complaints and disputes, identifying root cause and determining strategies to eliminate root cause in CS and the broader business.

Time spans associated with the operation of this role include;

- Daily cash allocation to optimise working capital management
- Weekly and monthly KPIs and reporting
- SLAs for dispute and account opening
- Half year and year end reporting
- 6 monthly strategy planning to develop rolling plan
- Ensuring that MI insight and recommendations are achievable

You will have responsibility of 2 direct reports and 34 indirect reports.

The ideal candidate will have experience within Credit or finance with 5+ years of management experience, ideally within a shared services environment. Ideally you will have the ICM qualified.

March 5, 2014 • Tags:  • Posted in: Financial

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