Shared Service Center Manager (SSC)

Responsibilities

• Leadership & Team Management
• Lead, coach, and develop SSC Team Leaders and Managers to build a high-performing, engaged, and collaborative team environment.
• Provide strategic direction in alignment with the Group SSC Director (direct reporting line at HQ level).
• Promote a strong service-oriented culture, accountability, and continuous improvement.
• Drive talent development, succession planning, and capability building within the SSC.
• Operational Excellence & Service Delivery
• Implement and continuously optimize the SSC operating model, including service management frameworks, service catalogues, and SLAs.
• Oversee daily operations to ensure efficiency, quality, and adherence to established processes and standards.
• Define operational priorities, allocate resources effectively, and manage activity planning.
• Monitor service performance using KPIs, identify trends, risks, and improvement opportunities, and implement corrective actions.
• Ensure compliance with internal policies, procedures, and regulatory requirements.
• Manage and control SSC budget and cost efficiency initiatives.
• Establish and maintain quality assurance standards and continuous improvement practices.
• Develop and execute internal communication and capability-building strategies.
• Strategic Coordination & Stakeholder Management
• Act as a key member of the SSC global leadership team, contributing to strategic initiatives and SSC scope expansion.
• Own and drive the SSC global roadmap, ensuring alignment with business objectives.
• Build strong partnerships with Group functions and local entities to ensure seamless implementation of processes and policies.
• Escalate critical issues to policy owners and support resolution in a timely manner.
• Collaborate cross-functionally to enhance service integration and operational efficiency.
• Share insights, best practices, and feedback with global SSC peers to drive consistency and innovation.
• Context & Environment
• The Shared Services Centre supports multiple operational activities aligned with Coface's global processes and standards, tailored to local regulatory and business requirements. The SSC plays a critical role in delivering scalable, efficient, and high-quality services across the organization.
• The Candidate
• Desired soft skills
• Strong leadership and people management capabilities, with the ability to inspire and unite teams
• Excellent decision-making skills and sound professional judgment
• Strong interpersonal and relationship-building skills with a diplomatic approach
• Proven ability to manage remote and multicultural teams
• Strategic mindset with the ability to translate vision into actionable plans
• Strong organizational skills with the ability to manage multiple priorities
• Excellent written and verbal communication skills
• Analytical thinking and problem-solving capabilities
• Adaptability and ability to thrive in a fast-paced, dynamic environment
• Demonstrated ability to maintain a continuous, forward-looking perspective that proactively challenges the status quo, driving process efficiencies and automation by systematically eliminating manual tasks and non-value-added activities.
• Partner with the business to align on shared objectives, ensuring common goals are established and achieved alongside SSC Group priorities.
• Desired technical skills
• Knowledge of quality control frameworks and operational excellence methodologies
• Familiarity with SSC/BPO service management models, SLAs, and performance metrics
• Languages
• Fluent in English (mandatory)
• Fluent in Spanish (mandatory)
• Education
• Bachelor's degree required. Master's degree in Business Administration or a related field (preferred)

Requirements

• Brings 5-10+ years of progressive experience in Shared Services, BPO, or operations management including leadership of cross‑functional teams and process‑driven environments.
• Proven experience leading teams and managing administrative and operational functions
• Demonstrated success in driving performance improvement and business growth initiatives

Benefits

Additional Information

The Shared Services Center (SSC) Manager - Mexico is responsible for leading and optimizing the operations of the SSC, ensuring high-quality service delivery, operational efficiency, and alignment with Coface's global strategy. This role drives continuous improvement, enhances service scope and productivity, and fosters strong collaboration with internal stakeholders across the Group.

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