- Kuala Lumpur Federal Territory Malaysia
Glory Global Solutions Hiring! Full Time Director of Shared Service Centre in Federal Territory - Ricebowl
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Description
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
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.
Skills, Knowledge & Expertise
EDUCATION & QUALIFICATION
- Bachelor’s degree in finance, Accounting, Business Administration, or related field (MBA is a plus).
- Professional certification in Finance (e.g., CPA, ACCA) and/or process certification (e.g., Six Sigma) is advantageous.
- Fluency in English (both written and spoken) is required; knowledge of other languages is an advantage.
- Strong familiarity with local Malaysian regulations as well as global financial practices and standards.
REQUIRED SKILLS, COMPETENCIES AND ABILITIES
- Analytical Skills
- Leadership & Motivation Skills
- Autonomous approach to self-management and management of team
- Technical Capability
- Organisational Skills
- Innovative/Change
- Communication, Team-working & Interpersonal Skills
- Business Awareness
INDUSTRY EXPERIENCE
- Minimum of 10 years of experience in Shared Services, with at least 5 years in a leadership role.
- Proven experience managing, developing, standardizing and automating processes within a shared service or outsourcing environment.
- Experience managing Customer Service/Call Centre operations, with a focus on service quality and customer satisfaction.
- Strong leadership skills with the ability to lead and motivate large, multi-functional teams.
- Excellent understanding of finance and accounting principles, as well as financial controls and compliance.
- Experience working with global companies, particularly in Europe and the USA.
- Strong project management skills, with experience in process improvement, change management, and technology implementations.
- Ability to drive automation, digital transformation, and implement best practices in shared services.
- Strong communication skills with the ability to work with international teams and present to senior leadership.
- Experience working in a fast-paced, high-volume SSC environment.
- Knowledge of ERP systems and other relevant financial and call Centre software solutions.
- Excellent analytical and problem-solving skills, with a focus on driving continuous improvement.
- Ability to work across time zones and manage remote teams and stakeholders.
About GLORY
Global Leaders in Customer Experience Automation
With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes.
Why Join Us
Why Join Us
Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.
Glory Values
Glory Values
The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.
- Customer Delight. We put our customers first.
- Integrity. We do the right thing, always.
- Innovation. We embrace new challenges and share the future.
- Speed. We move fast, that’s how we stay ahead.
- Diversity & Respect. We value the strength in our differences.
- Teamwork. We succeed together.
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