Coordinate delivery of baseline services & identify continuous improvements through service delivery
Day-to-day interactions with SSC leadership to review SS performance, feedback, escalations and specific cases
Drive adoption of shared services through efficient and effective service offerings based on cross functional discussions within Cluster domain
Supports SS leadership in improvement and redesign programs on Cluster Level
Drive automation of processes to optimize Cluster service delivery and reporting on cost and quality of services
Coordinate with SSC Team Leads to communicate the support required from the Cluster organizations that would enable the SSC Teams to improve customer service experience
Define common issues/complaints and the proper resolution requirements and facilitate the enhancement/remedies
Leadership and organizational development
Build strategic relationship and partnership with Cluster management (such as Senior GM, Deputy GM, MOMC)
Report risks and highlights potential threats to the SS leadership proactively
Share cluster specific operational insights, service requirements / learnings and feedback to help SS improve the customer experience
Ensure cross pollination of SS cluster level best practices across different SS cluster operational units during periodic interactions with other SS cluster organizations
Identify skill gaps to be bridged for SSC organization to drive customer experience
Analyse performance, service levels, general SSC operations progress in coordination with SSC functional GMs, P&C team and sharing insights
Drive a culture of inclusion amongst SS Cluster employees ensure a motivated and committed team
Gauge employee satisfaction for the Cluster organization ,prepare a plan, and execute initiatives for service management and continuous improvement to enhance employee SSC experience
Other Functional Responsibilities
Influence Cluster Senior Management to incorporate Shared Services improvement programs
Assist and guide Cluster management (such as Senior GM, Deputy GM, MOMC) in overcoming challenges across Human Capital Operations, Supply Chain and General Services to ensure greater customer satisfaction and adoption
Regular interactions with Cluster business unit customers seeking SSC performance feedback and addressing concerns, issues and risks
Liason with Functional GMs to oversee functional demand planning and skill enhancement to build a sustainable SSC organization while optimizing the cost of shared services
Lead SSC change management within the Cluster to ensure alignment with further technological and process related improvements
Facilitate SSC budgeting exercise through Cluster specific inputs and alignment of Cluster management on budget considerations and projections
Manage Cluster management queries on chargeback and performance reporting; coordinate critical inputs and clarifications for Planning & Control Hub organization for the chargeback exercise
Drive customer satisfaction surveys in the Cluster organizations, identify insights basis responses and drive development of an action plan to improve customer SSC experience
NWC works toward attracting creative cadres to upgrade their competencies and innovations in order for them to provide the best services to our customers. NWC has developed new strategies and work plans which determine, to a large extent, its vision during the coming years aimed at the development of the quality of services provided to customers, the provision of new services to meet the originating needs and the improvement of the company-build-in work environment to become the customers' and job-seekers' company of choice.
