Lead the Shared Services Centre as the senior operational owner, with autonomy and accountability for service delivery,
performance, organization and transformation. The role requires consolidated knowledge of SSC/BPO operations and the
ability to assess the current model, identify capability and organizational gaps, establish clear governance and priorities, and
translate the SSC strategy into disciplined execution. The SSC Manager will take the lead in resolving operational challenges,
building a scalable organization and ensuring quality, efficiency, compliance and measurable value for the business.
The role oversees the delivery of shared services and leads the support functions operating within the SSC, including Human
Resources, Finance, Procurement, Legal and Facilities.
Strategic Leadership & Governance
· Acts as the operational leader of the SSC, translating Group and business strategy into clear priorities, operating plans and measurable outcomes.
· Defines and executes the SSC strategy and roadmap with a strong focus on operational stability, service quality, scalability and value creation.
· Operates with autonomy within the agreed governance framework, making timely decisions and taking ownership of results.
· Assesses the current organization and operating model, identifies capability, capacity, process and governance gaps, and implements the required structure.
· Leads the SSC transformation agenda, driving standardization, automation, digitalization and continuous improvement. · Identifies opportunities to expand the SSC scope and strengthen its contribution to the organization.
Operational management
· Takes direct ownership of day-to-day SSC operations and actively leads the resolution of service, performance and delivery issues.
· Establishes clear accountability, decision rights, governance routines and escalation mechanisms across the SSC.
· Designs and organizes the SSC structure, roles and capabilities required to meet current and future business needs.
· Implements and maintains the operating model, service catalogue, service level agreements and performance management framework.
· Sets operational priorities, allocates resources effectively and ensures disciplined follow-through on agreed actions.
· Monitors KPIs, service quality, productivity, risks and budget performance, taking prompt corrective action when required.
· Ensures compliance with company policies, internal controls and applicable regulations.
Leadership and support functions
· Oversees the delivery and coordination of support services within the SSC, including Human Resources, Finance, Procurement, Legal, and Facilities.
· Ensures alignment between support functions and business needs.
· Promotes service consistency, process standardization, and operational efficiency across functions.
· Works closely with function leaders to address operational challenges and improve service quality.
· Monitors key performance indicators and supports the implementation of improvement initiatives across all support areas.
Continuous Improvement and Transformation
· Builds and leads a practical transformation roadmap based on the SSC strategic priorities and identified operational gaps.
· Drives operational excellence through process simplification, standardization, automation and best-practice sharing.
· Challenges existing ways of working and leads corrective initiatives to improve productivity, controls, service quality and customer satisfaction.
· Uses performance data and service trends to anticipate risks, prioritize interventions and measure sustainable improvement.
· Leads or sponsors cross-functional projects that strengthen the SSC operating model and organizational capabilities.
Stakeholder Management and Coordination
· Participates in functional and cross-functional meetings as required.
· Maintains strong relationships with Group and local stakeholders to ensure alignment and effective service delivery.
· Contributes to the SSC roadmap and supports initiatives related to service expansion, operational excellence, and organizational development.
· Shares best practices and collaborates with other SSC Managers across the Group.
Soft skills:
· Strong, hands-on operational leadership with the confidence to take ownership, make decisions and drive execution.
· Ability to combine strategic thinking with visible involvement in day-to-day priorities and problem solving.
· Proven ability to assess an organization, identify gaps, define priorities and build the structure required for sustainable performance.
· High accountability, resilience and a strong delivery mindset.
· Excellent leadership, communication, stakeholder management and relationship-building skills across local, regional and Group environments.
· Ability to mobilize teams, create clarity and translate business objectives into operational action.
Hard skills:
· Consolidated knowledge of SSC/BPO operations, service delivery and operating models.
· Demonstrated experience leading complex operations, service performance, teams, budgets and operational KPIs.
· Experience defining organizational structures, governance, roles, service catalogues and service level agreements.
· Strong capability in operational excellence, process standardization, transformation, automation and continuous improvement.
· Sound understanding of governance, risk management, internal controls, quality assurance and compliance.
Languages: · Fluent in English and Spanish.
Education: · Bachelor's degree required; Master's degree in Business Administration or a related field is preferred.
Experience: · Minimum 7 years of relevant experience leading and managing operations in SSC, BPO or comparable service delivery environments.
· Proven track record as an Operations Lead, SSC Leader, Operations Director or equivalent role with meaningful autonomy and accountability.
· Demonstrated experience stabilizing operations, closing organizational or capability gaps and delivering transformation.
· Experience in business growth, service expansion or the scaling of operational capabilities is preferred.