Head of Shared Services

Subang Jaya, Kuala Lumpur /
Finance, Ops and Technology – Operational Finance /
/ Hybrid
Ideagen help the quiet voices and safe hands that protect organisations to minimise risk, strengthen compliance and keep people safe. 
We are the name trusted by organisations globally to deliver world-class, innovative software solutions in regulated or high-compliance industries such as aviation, financial services, life sciences, healthcare and manufacturing. 

The Country Manager is responsible for overseeing the operations and growth of a Shared Service Center.

The job Purpose is to lead and manage the center's operations, oversee its financial performance, and foster strong relationships with stakeholders.

The Country Manager will have a strong background in managing shared service centers in a SaaS environment, excellent leadership and team management skills, and a track record of developing an empowered improvement culture as well as delivering results.


Key Responsibilities:

    • Leadership and people management: Provide strong leadership by fostering a positive, collaborative, and results-driven team culture. Set clear goals and expectations, and regularly review and evaluate the team's performance to ensure quality of service.
    • Business strategy and planning: Develop and implement strategic plans to grow the business and achieve company goals, with a focus on delivery, and identify areas for improvement.
    • Service delivery management: Ensure the team adheres to SLA'S and deliver high-quality services to customers, with a focus on exceeding customer expectations. Implement and monitor processes and systems to ensure efficient and effective service delivery.
    • Relationship management: Build and maintain relationships with key stakeholders. Act as the primary point of contact for the customer escalations and ensure prompt resolution of issues.
    • Financial management; Develop and manage budgets to ensure financial sustainability, cost effectiveness, and profitability. Conduct regular financial analysis and reporting to identify areas for improvement and growth. Monitor and control expenses, and implement cost optimisation initiatives.
    • Compliance & risk and management; Develop and maintain policies and procedures to ensure compliance with local regulations and industry standards. Conduct risk assessments to identify and mitigate potential risks.

Skills & Experience:

    • Bachelor's degree in Business Administration, Managment, or a related field.
    • 10 years of experience in managing a shared service center or similar business unit, preferably in the SaaS industry.
    • Strong leadership and team management skills, with the ability to build and motivate a high performing team.
    • Excellent communication and interpersonal skills, with the ability to effectively engage and collaborate with internal and external stakeholders.
    • Strong analytical and problem -solving skills with the ability to identify and evaluate new business opportunities and make data- driven decisions.
    • In-depth knowledge of SaaS business operations and industry trends, with the ability to keep up to data with the latest development and innovations.
    • Demonstrated ability to develop and implement strategic plans, with a focus to delivering exceptional service to customers and continuously improving service delivery processes and systems.
    • Ability to work in a fast-paces , results-driven environment with the ability to prioritize and manage multiple projects and deadlines effectively.


    • Ambitious - Drive, Planning & Execution
    • Adventurous - Flexibility, Resilience & Savvy thinking
    • Community - Collaboration & Communication