- Location
- Malaysia/Kuala Lumpur
- Type
- Full-time
- Seniority
- Director
- Experience
- 10+ years
- Education
- Master
- Source
- Pinpoint
Description
Director of Shared Service Centre
Department: Service - Service Management
Employment Type: Permanent - Full Time
Location: Malaysia/Kuala Lumpur
Reporting To: To be confirmed
Description
ROLE PURPOSE
The Director of Shared Service Centre (SSC) will be responsible for providing leadership, coordination and support across the shared services operations in Malaysia, covering Finance, Information Security, General Services and Call Centre activities. The Finance, Information Security and General Services functions are each led by their own function head, who manages their team's day-to-day operations; this role works across those teams to align them around common goals, remove cross-functional obstacles, and represent the SSC to senior stakeholders, while directly managing the Call Centre team. The role will support global companies primarily based in Asia, Europe and the USA. The individual will ensure operational excellence, drive process efficiencies, and maintain high service standards across the finance, IS, general services and customer service teams. This position requires strong leadership, deep expertise in shared services, and an understanding of global business environments.
Key Responsibilities
KEY RESPONSIBILITIES
- Provide overall leadership and direction for the Shared Service Centre (SSC), coordinating across the Finance, Information Security, General Services and Call Centre functions and their function heads.
- Act as the central point of coordination across SSC functions, including resourcing and facilities planning, and as a conduit between the Finance, Information Security and General Services function heads and senior management.
- Develop and implement strategies to ensure operational efficiency, cost-effectiveness, and high-quality service delivery.
- Ensure alignment with global business goals, working closely with APAC, European and US-based stakeholders.
- Partner with the Finance Function Head to ensure Finance processes — including accounts payable, accounts receivable, financial reporting, and general ledger activities — meet SSC-wide service standards.
- Manage Call Centre operations focused on customer support, service quality, and satisfaction.
- Lead continuous improvement initiatives to streamline processes and leverage automation and digital solutions.
- Ensure compliance with local regulations and global company policies in Finance, HR, IT, and customer service operations.
- Support the Finance, Information Security and General Services function heads in developing high-performing teams through talent management, coaching, and professional development, and build a high-performing Call Centre team directly.
- Implement key performance indicators (KPIs) and service level agreements (SLAs) to monitor and improve performance.
- Collaborate with IT, HR, and Finance teams to drive system improvements, upgrades, and integration.
- Provide regular reports to senior management on SSC performance, challenges, and improvement initiatives.
- Handle escalations and manage relationships with internal and external stakeholders.
Skills, Knowledge & Expertise
EDUCATION & QUALIFICATION
- Bachelor’s degree in finance, Accounting, Business Administration, or related field (MBA is a plus).
- Professional certification in Finance (e.g., CPA, ACCA) and/or process certification (e.g., Six Sigma) is advantageous.
- Fluency in English (both written and spoken) is required; knowledge of other languages is an advantage.
- Strong familiarity with local Malaysian regulations as well as global financial practices and standards.
REQUIRED SKILLS, COMPETENCIES AND ABILITIES
- Analytical Skills
- Leadership & Motivation Skills
- Autonomous approach to self-management and management of team
- Technical Capability
- Organisational Skills
- Innovative/Change
- Communication, Team-working & Interpersonal Skills
- Business Awareness
INDUSTRY EXPERIENCE
- Minimum of 10 years of experience in Shared Services, with at least 5 years in a leadership role.
- Proven experience managing, developing, standardizing and automating processes within a shared service or outsourcing environment.
- Experience managing Customer Service/Call Centre operations, with a focus on service quality and customer satisfaction.
- Strong leadership skills with the ability to lead and motivate large, multi-functional teams.
- Excellent understanding of finance and accounting principles, as well as financial controls and compliance.
- Experience working with global companies, particularly in Europe and the USA.
- Strong project management skills, with experience in process improvement, change management, and technology implementations.
- Ability to drive automation, digital transformation, and implement best practices in shared services.
- Strong communication skills with the ability to work with international teams and present to senior leadership.
- Experience working in a fast-paced, high-volume SSC environment.
- Knowledge of ERP systems and other relevant financial and call Centre software solutions.
- Excellent analytical and problem-solving skills, with a focus on driving continuous improvement.
- Ability to work across time zones and manage remote teams and stakeholders.
Skills
Accounts PayableAccounts ReceivableComplianceCustomer ServiceERPProject ManagementChange ManagementSix SigmaCPA