About this role
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 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.