AddressJob description
Senior Manager - Shared Services
Contract: 2 Years Fixed-term Contract (renewable), Full time
Locations: The role can be based in London, UK or Kenya
Kenya: 100% Remote,
UK, Hybrid Working: A minimum of 40% of working time is spent face to face, either in the London office or as a result of external engagement or travel for WaterAid. WaterAid is located at Canary Wharf, London and will be your location and contract base.
Salary & Benefits
Salaries and benefits for different countries will vary in line with the location of the successful candidate and depending on experience. See further details below:
- Kenya: 6,918,298 - 8,853,112 KES with benefits
- UK: £53,065 - £55,718 with benefits
To apply for this position, you must be able to demonstrate your eligibility to work in the UK or Kenya.
About WaterAid:
Want to use your skills in our International Programme to play a vital role in making clean water, decent toilets and good hygiene normal for everyone everywhere?
We need passionate, creative and dedicated people. In return, you will be encouraged and empowered to be yourself at your very best. Together, we will make a bigger difference.
Join WaterAid as the Senior Manager - Shared Services to change normal for millions of people so they can unlock their potential, break free from poverty and change their lives for good.
About the Team:
The International Programmes Department is made up of four regions: East Africa, West Africa, Southern Africa, and South Asia; and three support teams: Programme Support and Knowledge team, the Programme Funding and Partnerships Team and the Programme Operations Team. The International Programmes Department delivers our work across Africa and South Asia focusing on quality programming including advocacy, learning and documentation.
About the Role:
The Senior Manager - Shared Services will manage an end-to-end process through which Country Programmes can access programme support. These include diagnosing support needs, identifying support options available, recommending and costing support options. Additionally, the Shared Services Manager will be expected to adopt a Country Programme (CPs) centred approach to decision making on support provisions and establish an independent mechanism for quality assurance of the support provision and accountable to the CPs.
We anticipate three-pronged phases to the Shared Services Model; (1) Preliminary assessment to establish potential demand needs, and supply availability, (2) Development of the end-to-end processes for demand and supply of expertise, (3) Implementation of the Shared Services
This is a new and exciting way of working of working, therefore we are looking for someone with an understanding and experience of running similar support services either:
- on an immediate short-term contract (6 months, as a Consultant) to help us with phases 1 and 2 or
- on a longer-term contract (2 years - renewable) to join us as soon as possible to manage entire the three phases.
In the role, you'll:
The setting of the strategic direction of the Shared Services model:
- Design the initial concept for the model and conduct the necessary assessments to facilitate further the development of the concept.
- Conduct a mapping of emerging skills internally and externally and establish a mechanism for developing a roster of experts
- Develop clear and well-defined process for requesting support, diagnosing support needs, identifying available support options and costing of support, and quality assurance mechanisms
Operational management of Shared Services delivery:
- Implement strategies to enhance support services
- Implement, monitor and analyse support tickets trends to identify areas for improvement
- Oversee -day-to-day operations including identifying service suppliers, negotiating contracts with external consultants, and agreeing clear tasks and costing with internal collaborators for core services as necessary
- Manage internal and external suppliers to ensure seamless integration of support solutions and services
Communication and relationship management:
- Maintain clear and consistent communication with country programmes reading support issues and resolutions
- Work closely with other IPD units and departments as appropriate to address concerns and feedback
- Foster strong relationship with country programmes, understanding their support needs and ensuring service delivery exceeds expectations
Quality assurance and Process Improvement:
- Establish and enforce quality standards for support interactions including signing off agreed recommendations
- Implement monitoring systems to ensure the delivery of high-quality support services.
- Establish and monitor key performance indicators to evaluate the effectiveness of support services
- Continuously assess and improve support processes to increase efficiency
- Generate regular reports on support performance, country programme satisfaction and key performance indicators
About You:
- Proven experience in business management, preferably in the technical support services or related role
- Experience of managing service provision involving short-term simultaneous assignments to deliver support to time and budget, using in-house staff and/or consultants (institutions and/or self-employed individuals)
- Proven ability to introduce administrative and financial procedures successfully
- Proven experience of leading strategic change and ways working particularly related to establishing Shared Services or similar technical assistance services
- Experience of working with institutions in low- and middle-income countries
- Strong leadership and communication skills and demonstrated experience of leading, managing and motivating others and driving change.
- Exceptional interpersonal skills and ability to develop good relationships with diverse clients and international collaborators without face-to-face meetings
- Excellent problem-solving abilities and a strategic mindset
- Analytical thinking and data-driven approach to decision making
- Working style that reflects WaterAid's values of Respect, Accountability, Courage, Collaboration, Integrity and Innovation.
- Ability to work calmly under pressure
- A degree in Business Administration, Management or a related field
- A good command of English together with good written and oral communication and reporting skills
Closing date: Applications will close at 23:59 on 25 March 2023. Availability for interview is required week commencing 2nd April 2024.
How to Apply: To see the full job pack, please click 'Apply'. Please apply by submitting your CV and a cover letter into one document in either Word Document or PDF format.
Pre-employment screening: To apply for this post, you must be able to demonstrate your eligibility to work in the UK or Kenya. All our UK-based vacancies require a basic Disclosure and Barring Service (DBS) check to comply with our Safer Recruitment policy.
Our Commitment
Our People Promise:
We will work with passion and focus to ensure safe and sustainable water, toilets and hygiene are available to everyone, everywhere. WaterAid is a place of purpose - where people have a real commitment and shared responsibility for the impact we have. We are a global community with diverse backgrounds and perspectives, motivated by inspiring, stimulating work. We are determined to put the wellbeing of our people first, to be a place where people feel safe and able to contribute their voice and truly live our values.
Equal opportunities:
We are an equal opportunity, disability-confident employer and are dedicated to achieving the highest standards of diversity, equity and inclusion. We welcome applications from people of all backgrounds, beliefs, customs, traditions and ways of life. This includes, but is not limited to, race, gender, disability, age, sexual orientation, religion, national or social origin, health status, and economic or social situation.
Safeguarding:
We are also committed to protecting everyone we come into contact with. We have a zero-tolerance approach to abuse of power, privilege or trust across our global work, and any form of inappropriate behaviour, discrimination, abuse, bullying, harassment, or exploitation. Safeguarding the people and communities we work with, our staff, volunteers and anyone working on our behalf is our top priority, and we take our responsibilities extremely seriously.
