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About the Division 

It takes a high-powered network of internal support professionals to keep Deloitte going strong. The internal services function provides a wide variety of support services to our organisation and people. Rewarding career opportunities are available in: 
- Human resources 
- Information technology 
- Marketing and Communications 
- Financial support services, and much more.   

As with all the functions in Deloitte, a core set of competencies is associated with each internal service area. An overall understanding of value-added client service, the experience to work in multifunctional and cross-border teams, strong

Main Purpose of Job

Responsible for the overall service delivery and operations of the Service Management (SM) team to the Deloitte business and customers, including management of SM performance management, continuous improvement, operations support and relationship management. Responsible for designing and managing the Shared Services contact centre (redirecting calls where not automatically directed through IVR). Responsible for understanding current work flows, compliance requirements, recommending a roadmap to bring service to a higher level and maximise the talents in the organisation

Qualifications & Experience

Required

B Com or equivalent accounting qualification

8 years in finance

Preferred

CA (SA) at one of the big four

3 of the 8 years in a management role 

Key Performance Areas:

Strategic Impact

• Interrogates, clearly understands and communicates to team the agreed strategic objectives of both Finance and that of the Client

Budgets and Forecast

• Provides input into annual budget to superior for drafting of budget for Finance

Differentiators for this specific role

Service Management across Africa:

• Manages team activities related to Service Management

• Service Level Agreement (SLA) management

• Demand management

• Service catalogue maintenance

• Chargeback model administration

• SSC performance management

• SSC Performance reporting to stakeholders

• Continuous improvement

• Manages key relationships on behalf of the SSC with the service lines. Resolves escalated SSC issues

• Responsible for managing the communication between business and the SSC, whether via Heat or another medium

• Manage the Heat, or other SSC vendors’, relationships

• Builds and manage a high performing Service Management team by providing leadership, role clarity, training and career development

• Collaborates with CoEs and Service Line Finance Managers to develop and implement an integrated service management strategy; ensure alignment of processes and activities and optimisation of the delivery of catalogue services

• Develops an effective SSC service management framework, including appropriate policies, processes and procedures for operations; oversee the enforcement in order to establish practice that ensures accountable and judicious management of SSC resources

• Provides input in the development of the SSC strategy, plan and budget

• Identifies and mitigate risks to protect the SSC and Deloitte from potential losses

• Identifies methods to update, simplify and improve the efficiency and effectiveness of the end-to-end client experience through technology, tool and/or process solutions

• Continuously monitors performance against objectives to ensure that the SSC’s KPIs are achieved

• Collaborates with CoEs and Service Line Finance Managers to add and/or modify suite of services provided by the SSC

• Develops, delegates and communicates projects/initiatives of the SSC to the business

• Develops standard SSC service management documents and reports

• Communicates team updates to Finance Shared Services Leader

• Responsible for the oversight and review of Service Management across Africa

• Responsible for ensuring the appropriate governance is maintained within Service Management across Africa

• Responsible for ensuring standarisation of processes performed by the Service Management Team

• Drives technical and system update training for the Service Management Team

• Drives documentation of standard operating procedures of SSC teams

• Monitors tasks completed by SSC teams

Key Competencies required / Talent Standards Capabilities:

Leadership / Behavioural Capabilities

• Living our Purpose - Identifies and embraces our purpose and values and puts these into practice in their professional life

• Influence - Builds relationships and communicates effectively in order to positively influence peers and other stakeholders

• Performance drive - Seeks opportunities to challenge self; teams with others across businesses and borders to deliver and takes accountability for own and team results

• Strategic direction - Understands objectives for clients and Deloitte, aligns own work to objectives and sets personal priorities

• Talent development - Develops self by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador

Professional Capabilities

• Knows the business and industry - Knows how member firm business works and keeps up-to-date on industry activities, marketplace trends and leading practices

• Manages to results - Takes responsibility for assigned areas and contributes to the successful realization of common goals

• Manages and executes projects - Prepares and manages work plans to ensure efficient and timely completion of work

• Solves problems - Identifies and solves problems objectively using analysis, experience and judgment

• Manages quality and risk - Understands and applies quality assurance and risk management procedures in all areas of work performed

• Manages change and ambiguity - Is adaptive and flexible in the face of change and ambiguity

*Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities.