Job Summary
The Shared Services Support Manager is responsible for overseeing the shared services operations, ensuring efficient and effective delivery of services across various departments. This role also includes managing Data Subject Access Requests, ensuring compliance with data protection regulations, and maintaining data integrity.
Key Responsibilities:
* Shared Services Management:
* Oversee and manage teams across the shared services centre effectively managing the customer service proposition for payroll serving a customer base of circa 18,000 staff.
* Ensure the delivery and performance of all allocated workstreams and transactional processes.
* Develop and maintain metrics to monitor and promote continuous improvements in efficiency and quality of customer service.
* Lead the standardization of processes to create a more effective and efficient Shared Services organization.
* Leverage robotic process automation (RPA) to automate repetitive, manual tasks, thereby increasing efficiency and reducing errors.
* Interact with business users to understand their needs and anticipate ways in which technological solutions can enhance business processes.
* Utilize artificial intelligence (AI) to enhance decision-making processes by analyzing large volumes of data and generating predictive insights.
* Working in collaboration with the Payroll Team to manage the Inhouse Leaver Overpayment Recovery Process.
* Supervising a team of 3 Helpdesk Administrators
Data Subject Access Requests:
* Liaise with the Employment Relation Team to handle and process DSAR's in compliance with data protection regulations.
* Reaching out to BU stakeholders enabling relevant data is collected.
* Ensure the accuracy and integrity of data accessed and shared.
* Develop and implement policies and procedures for data access and protection.
Qualifications:
* Experience in managing shared services operations and teams.
* Familiarity with data protection regulations and best practices.
* Basic Payroll knowledge
* Experience in running a call centre customer service team working in a fast paced environment.
Benefits:
* 33 days holiday rising to 38 days with length of service
* 2 staff discount codes for yourself and a family member or friend
* 30% discount on Superdrug Own Brand Products both in store and online
* Hybrid working patterns available depending on role responsibilities with 2 days working from home and 3 days in our office
* Company pension matching and bonus
* We offer Wagestream - a money management app that gives you access to a percentage of your pay as you earn it
* Unrivalled Learning and Development programmes
* Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support