Director of Operations for Shared Services

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The Director of Operations for Shared Services is a strategic and operational leader responsible for optimizing the delivery of critical business processes across various functions (e.g., Finance, HR, IT, Procurement, Customer Service) within a centralized shared services model. This role drives operational excellence, continuous improvement, and scalable growth, ensuring high-quality, efficient, and cost-effective services that support the organization's strategic objectives. The Director will lead a team of managers and professionals, fostering a culture of accountability, collaboration, and customer focus.

• Develop and execute the operational strategy for shared services, aligning with overall business goals and objectives.

• Identify opportunities for service expansion, standardization, automation, and process re-engineering to enhance efficiency and effectiveness.

• Contribute to the overall strategic direction of the Shared Services organization.

• Stay abreast of industry best practices and emerging technologies in shared services and operational excellence.

• Operational Management & Performance:

• Oversee the day-to-day operations of all shared services functions, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.

• Implement and maintain robust operational processes, controls, and governance frameworks.

• Monitor and analyze operational performance data, identify trends, and implement corrective actions as needed.

• Drive a culture of continuous improvement, utilizing methodologies such as Lean, Six Sigma, and Agile to optimize processes and eliminate waste.

• Manage operational budgets, ensuring cost-effectiveness and resource optimization.

Process Improvement & Automation:

• Lead initiatives to identify, design, and implement process improvements and automation solutions (e.g., RPA, workflow automation) across all shared services functions.

• Collaborate with IT and other stakeholders to leverage technology for enhanced service delivery.

• Establish a framework for process documentation, review, and optimization.

Team Leadership & Development:

• Recruit, mentor, and develop a high-performing team of shared services professionals and managers.

• Foster a positive and engaging work environment that promotes teamwork, accountability, and professional growth.

• Conduct performance reviews, provide regular feedback, and develop individual development plans.

• Promote cross-functional collaboration and knowledge sharing within the shared services organization.

Stakeholder Management & Customer Experience:

• Build and maintain strong relationships with internal business partners and stakeholders, understanding their needs and ensuring shared services effectively support their objectives.

• Proactively address service issues and escalate critical matters as necessary.

• Develop and implement strategies to enhance the overall customer experience for shared services users.

• Communicate operational performance, challenges, and successes to senior leadership and stakeholders.

Risk Management & Compliance:

• Ensure compliance with all relevant internal policies, external regulations, and industry standards.

• Identify and mitigate operational risks within shared services processes.

• Oversee the implementation and adherence to internal controls.

Qualifications:

Education: Bachelor's degree or equivalent experience in Business Administration, Operations Management, Finance, Human Resources, or a related field. Master's degree (MBA) preferred.

Experience:

• 10+ years of progressive experience in operations management, with at least 5 years in a leadership role within a shared services or centralized operational environment.

• Proven track record of successfully leading and optimizing large-scale operational teams and processes.

• Extensive experience with process improvement methodologies (e.g., Lean, Six Sigma, Agile) and their practical application.

• Demonstrated experience in implementing and leveraging technology for operational efficiency (e.g., ERP systems, RPA, workflow automation).

• Experience managing P&L or departmental budgets preferred.

Skills:

• Strong strategic thinking and problem-solving abilities.

• Exceptional leadership, coaching, and team-building skills.

• Ability to influence and collaborate effectively with stakeholders at all levels of the organization.

• Data-driven decision-making capabilities and a strong analytical mindset.

• Proficiency in project management methodologies.

• Change management expertise.

• Adaptability and resilience in a fast-paced, evolving environment.

Preferred Certifications:

• Lean Six Sigma Black Belt or Green Belt

• PMP (Project Management Professional)

• ITIL (Information Technology Infrastructure Library)

Work Environment:

• Hybrid work environment, work from the Dallas, Indianapolis or Atlanta office 3 days a week.

• May require occasional travel to other company locations or industry events.

• Ability to work flexible hours as needed to meet business demands.

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