Group Manager - Shared Services Leader

About
Capgemini

With
more than 180,000 people in over 40 countries, Capgemini is a global leader in
consulting, technology and outsourcing services. The Group reported 2015 global
revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and
delivers business, technology and digital solutions that fit their needs,
enabling them to achieve innovation and competitiveness. A deeply multicultural
organization, Capgemini has developed its own way of working, the Collaborative
Business Experience™, and draws on Rightshore®, its worldwide delivery model.

Learn
more about us at www.capgemini.com.

Rightshore®
is a trademark belonging to Capgemini.

Capgemini
is an Equal Opportunity Employer encouraging diversity in the workplace. All
qualified applicants will receive consideration for employment without regard
to race, national origin, gender identity/expression, age, religion,
disability, sexual orientation, genetics, veteran status, marital status or any
other characteristic protected by law.

This
is a general description of the Duties, Responsibilities and Qualifications
required for this position. Physical, mental, sensory or environmental demands
may be referenced in an attempt to communicate the manner in which this
position traditionally is performed. Whenever necessary to provide individuals
with disabilities an equal employment opportunity, Capgemini will consider
reasonable accommodations that might involve varying job requirements and/or
changing the way this job is performed, provided that such accommodations do
not pose an undue hardship.

Click
the following link for more information on your rights as an
Applicant:http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Location: Pensacola, FL

Role:

Shared Services Leader

Role
Description

Role
Overview:

This
is a senior management role that reports into the Business Unit Operations
Head. The Shared Services Leader is expected to manage & be accountable
for the client operations in the areas of PHS, Call Center, Mailroom and
Business QA. It is imperative to understand service delivery SLAs. In this
role, one is also expected to liaise and coordinate with the Shared Services
Leader (India) as well as the GPO (Global Process Owners) for modifying any
operational processes (if needed).

General
Responsibilities / Accountabilities:
·Shared
Services Leader will not be independently communicating with the Clients (to
avoid confusion on overall delivery accountability) on delivery aspects but
will participate with the Engagement Director(s) in operational reviews with
the client.
·Will
provide full support to the Engagement Director(s) on all aspects of service
delivery
·Guide
the department leads/managers on proper work distribution (onsite-offshore)
and process controls to effectively manage operations
·Will
provide management support to the leads/managers for all departmental
initiatives and activities, modeling expected behaviors to create a desired
shared services workplace culture
·Will
provide support to the department leads/managers through coaching and
mentoring, to build and grow operational capability and creating a shared
services work culture
·Ensure
optimal utilization of the staff by looking for opportunities to increase
staff productivity & to share the staff wherever possible to reduce costs
of new hiring

Qualifications
(Education/Experience/Certification):
·Minimum
10 years in leading complex customer service engagements
·Prior
experience managing multiple departments with over 100 staff under reporting
structure
·Mailroom
and Call Center experience preferred

Competencies

Proficiency
Level

Core
Behaviors

Living
Capgemini Values, Diversity, Life Balancing, Professional Integrity, Client
Value & Service Excellence, Collaboration, Flexibility, Initiative,
Resilience, Continuous Learning & Self Development

Meets Expectations

Professional
Competencies

Foundation
Skills:Time/Task
Management, Attention to detail, Conflict Management, Decision Making &
Judgment, Communicating, Presentation, Influencing

Service
& Delivery:Planning
& Organizing, Managing & Controlling, Requirements Assessment,
Analytical Problem Solving, Solution Design, Project Closure, Documentation

People
Leadership:Staff
Acquisition, Leadership Conduct, Managing Others, Developing Others

Client
Acquisition & Development:Managing Relationships, Executive Interaction,
Client Organizational Awareness, Generating & Transforming Opportunities

Innovation
& Capability Growth:Awareness of External Environment, Innovation, Capgemini Business
Acumen, Knowledge Sharing / Leveraging Knowledge, Reuse, Facilitation

Business
Leadership:Business
Planning & Execution, Global Perspective,Visionary leadership

Technology
Awareness and Leveraging:Technology Awareness, Technology Leverage

Role Specific Competencies

BPO
Technology

Commercial
Control

BPO
Process

Analytics

Proficiency levels

1 -
Master (role model)
·Demonstrated
consistent excellence in applying
this competency
·Recognised
thought leader on this competency
2 -
Experienced (extensive practical application
and experience)
·Demonstrated
consistent achievement in applying
this competency
·Is
routinely sought out to coach others in the application of this competency
3 -
Proficient (practical application and experience)
·Have
applied this competency independently in
many situations
·Capable
of coaching others in the application of
this competency

4 -
Progressing (limited practical application
and experience)
·Applied
this competency but still require guidance to perform successfully
5 -
Baseline (theoretical knowledge)
·Newly
developing this competency and have completed formal training or on-the-job
training
·Have
limited or no applied experience in this competency and require a high level
of guidance to perform successfully
N/A -
Not Applicable
·The
competency is not applicable to the grade/role