Director of Shared Services

Summary

This key leadership position is responsible for leading and executing business strategies to meet organizational objectives and exceed customer expectations. This leader will ensure continual business practice improvements, innovation and automation of support services while ensuring proper FTE allocation. Areas of responsibility include Customer Care and Service, Central Administrative, Dispatch, Supply Chain and Information Technology. This individual will be focused on creating meaningful and sustained productivity improvements that will enhance the customer and team member experience, increase efficiency, reduce costs, and position us for future growth. This individual is a strategic leader and has a passion for process excellence and building strong cross-functional relationships while driving profitability.

Essential Functions

• Provide leadership and direction for organizing, developing and executing the Shared Services Management functions, including establishment, execution and reporting of departmental systems, goals, priorities, schedules, risk analysis, capacities, budgets, metrics and timelines.
• Initiates and facilitates cross-functional meetings as necessary to achieve goals, drive productivity, collaboration, accountability, innovative thinking and reduce overall operating costs.
• Define and recommend key objectives in each area of Shared Services. Deliver results by assessing critical activities and identifying actions that will sustain or enhance performance, together with supporting budget requests and justification.
• Own and present to senior leadership key performance metrics
• Articulates and constantly monitors key metrics of the departments to assess resource capacity, efficiency and effectiveness to ensure the highest level of service is being provided.
• Drive the development and implementation of policy and programs including accountability frameworks, performance measures, indicators and results.
• Works collaboratively with business leaders to provide immediate support to operations requiring clear and open communication.
• Oversee the development and execution of a Shared Services excellence strategy to drive growth, operational effectiveness, and deliver best in class customer experience.
• Facilitate alignment with all key business partners to ensure readiness for process change rollout or pilot rollout, including processes for business value measurement and feedback loops to inform future changes.
• Engage with business leaders to understand current state processes and design future state processes and make measurable improvements.
• Lead interviews and workshops to develop a deep understanding of our operations and their workflows, processes, and pain points.
• Proactively works with front-line operations, managers and SME’s, leveraging best practices to configure an optimal automation solution.
• Develop the strategy and execute on the technical training direction for Shared Services departments.
• Build strong cross functional relationships to ensure the programs and support identified align to organizational objectives.
• Foster and maintain vendor relationships, to include oversight of their work, ensure high-quality standards are met, analyze performance metrics, provide performance feedback, contract negotiations, compliance, etc.,
• Strong business and financial acumen
• Other duties as assigned.
  
  

Qualifications

• Bachelor's degree in Business Management, Construction Management or a related field; MBA considered an asset.
• 10+ years of experience, including a minimum of 5 years at the Director level or higher in a high-volume, fast-paced environment.
• HVAC Industry knowledge as well as SAP and Field Management Systems is required.
• Must possess solid business administration skills and strong corporate business acumen and negotiations.
• Experienced in procurement, backend processes and quality assurance.
• Cultural awareness and change management skills.
• Proven ability to build, grow and retain talent in high-performing teams.
• Relationship builder with the ability to develop new and effective relationships with internal business areas.
• Hands-on strategy and delivery execution experience, with the ability to dive into details when needed.
• Excellent organizational, project management, and problem-solving skills
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously.
• Strong analytical and quantitative skills, as well as the ability to use hard data and metrics to back up assumptions.
• Ability to effectively manage budgets, set KPI’s and analyze resulting ROI.
• Ability to adapt rapidly in a fast-moving environment with shifting priorities and the ability to react quickly, dynamically, and intelligently.
• Strong verbal and written communications skills, as well as the ability to influence and work effectively across internal and external stakeholders.
• Knowledge and experience with Business Analysis concepts, including process flow charts, eliciting, and documenting business/system requirements, project life cycle etc.
• MS Office Suite - technology proficient