Shared Service Centre Lead at Plan International

MEESA Regional Hub is seeking to recruit a Shared Service Centre Lead (SSCL). This role will support the design of the processes and structures of the new independent shared services (SSC) and main drivers for change to an independent shared services unit premised on Plan’s resolve to make cost efficiencies in the business support costs supporting the Nairobi Hub. The SSCL will lead in the establishment of an independent SSC to enable us work in unison, adapt to the constantly changing external context in order to stay strong and deliver the Plan Objectives in Nairobi Hub.

THIS IS A SHORT TERM 3 MONTH ASSIGNMENT

The Shared Service Centre Lead (hereafter referred as SSCL) role requires working collaboratively with all staff, stakeholders and organisational structures. This role will design and implement a change strategy and tools in addition to measuring effectiveness to enhance organization, group, and individual performance, assessing stakeholder impacts and organizational readiness, recommending and/or implementing appropriate communication, training, and behavioural change solutions. The role will be expected to implement operational processes that will enable business support in the Nairobi Hub to achieve Plan International’s Purpose and Global Strategy.  

The SSCL will work closely with Plan International Kenya Country Change and Transformation Lead and will in principle

(i). Work with our various Business teams to strengthen how we operate, including modernising our business support processes, systems and the way we work;

(ii). Work with various teams leads to ensure we have a well-designed independent Shared service and product(s) that will deliver cost efficiencies in the business support costs supporting the Nairobi Hub and

(iii). Work with various leadership teams within the Nairobi Hub and ensure delivery of the intended outcomes emanating from both, a time sensitive plan and on budget whilst ensuring that our people are engaged in the new ways of working. The role will enable faster employee adaption of new ways of working by focusing on engaging people with change and helping to embed a performance driven culture.

Anticipated and specific deliverables from the set-up process include:

• Implementation of a time-sensitive and a risk managed process that informs a new operating model of the Shared Services;
• Develop an acceptable structure and business processes that meet the needs of all the business units based in Nairobi or depending on Nairobi for support, while considering the Nairobi Hub units as Key Business Units (KBU) with specific responsibilities in delivering programmes;
• Develop SLAs for robust customer centric service provision;
• Contribution to identification of skills requirement across functional areas;
• Supporting documentation e.g. Risk Profile, Change Assessment and Business Case, as need arises.

Accountabilities

1. Scoping, Planning and Identifying possible risks to the review project;
2.  Data Gathering including interviews with functional heads and high level process reviews which look at the business processes and structures; systems analysis; people in terms of competencies, skills required to do the job and organisational culture.
3. Detailed process review for each functional area, identifying the roles and responsibilities in the process steps, followed by the redesign of individual job profiles.
4. Preparing design options, evaluating, refining, and selecting a preferred option outlining the structure, processes, human resources requirements, and alignment of human capital.
5. Prioritize the transition initiatives and costs required to close the gaps between current and future states and submission of a final report.
6. Concise and coherent messaging to stakeholders to enable visibility of the process, progress and significant changes.

Dealing with Problems:

Stakeholders have differing expectations and needs relating to the overall process that will require:

• Clear articulation of purpose and expected outcomes at all times and with appreciation for time sensitive delivery;
• Understanding and managing conflicting expectations; negotiating and accommodating a variety of required outcomes within procedures, tools and guidance; influencing and persuading around purpose and expected outcomes;
• Developing communication routines covering all stakeholders within Nairobi Hub

Technical expertise, skills and knowledge

Essential

Knowledge and Experience

• Bachelor’s Degree in OD, HR, Finance, Project/Program Management and related. A Master’s Degree is preferred.
• At least 5 -10 years in relevant experience in the following areas:
• Leadership of transformational programmes of a similar scale using a variety of improvement techniques (CI, IT enabled transformation)
• Expertise in the translation of thought leadership in SSC design into design of effective SSC from the customers’ perspective whilst maximising resource utilization.
• Designing and developing of effective and efficient shared services support standards, Service Level Agreements ,  processes, procedures and controls; ability to specify, design and use business operations and performance management systems to achieve control and assurance across a complex and diverse business in a similar organizational setting.

• Exceptional inter-personal skills- engaging as well as asserting, influencing, negotiation and active listening;
• Business acumen with at least one of the following core business disciplines, OD, Strategic HR, Finance and or Project/Program Management.

Skills

• Establishing and maintaining strong relationships;
• Strong analytical skills to drive data driven solutions;
• Flexible and Adaptable: Able to work in ambiguous situations
• Resilient and tenacious with an ability to persevere;
• Leadership Facilitation;
• Excellent oral and written communication
• Competent in Microsoft Word, Excel and Power point; Ability to embed change management capability across the teams;
• Problem solving skills through analysis, developing a clear way forward and ensuring buy-in;

Behaviours:

• Self-managed and motivated;
• Inclusive, consultative and adaptive in development stage, decisive backed up by good in-depth analysis; communications at the delivery stage;
• Role model for the implementation of Plan’s Values.

Plan International’s Values in Practice

We are open and accountable

• Promotes a culture of openness and transparency, including with sponsors and donors.
• Holds self and others accountable to achieve the highest standards of integrity.
• Consistent and fair in the treatment of people.
• Open about mistakes and keen to learn from them.
• Accountable for ensuring we are a safe organisation for all children, girls & young people

We strive for lasting impact

• Articulates a clear purpose for staff and sets high expectations.
• Creates a climate of continuous improvement, open to challenge and new ideas.
• Focuses resources to drive change and maximise long-term impact, responsive to changed priorities or crises.
• Evidence-based and evaluates effectiveness.

We work well together

• Seeks constructive outcomes, listens to others, willing to compromise when appropriate.
• Builds constructive relationships across Plan International to support our shared goals.
• Develops trusting and ‘win-win’ relationships with funders, partners and communities.
• Engages and works well with others outside the organization to build a better world for girls and all children.

      We are inclusive and empowering

1. We empower our staff to give thier best and develop thier potential.
2. We respect all people, appreciate differences  and challenge equality inour programmes and workplace.
3. We support children , girls and young people to increse their confidence and to change thier own lives.