Director, Shared Services Center Kuala Lumpur

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

#Thisiswhere your insights influence change.

Your Role at Baxter

This role leads the Global Shared Service Center for Baxter. Direct line management responsibility for Finance Operations in the global Center i.e., C2C and P2P delivery teams in KL (approx. 130-140 FTEs). In addition, the Centre head is responsible for providing Global Service Management and Continuous Improvement standards and services to all other functions based in the Center and across the Global Shared Services Network.

Leads a site of approx. 300-350 FTEs in total (assumed by 2023, with growth expected from other functions as well).

This is highly visible role reports to Sr. Director- Finance leading Baxter Business Services

What you'll be doing

• Develop and lead the new Shared Service organization
• Define and/or support process-specific operating model strategies in close alignment with Global C2C and P2P service delivery model and process design strategies
• Ensure high compliance environment
• Lead Service Management for the Center and the overall Global Shared Services Network: KPIs, SLAs, infrastructure services, monitor performance, continuous improvement, and recommend/prioritize improvements aimed at improving performance
• Responsible for utilization attainment and enhancing professional service profitability through accurate forecasting and effective management of the team.
• Act as a key stakeholder to foster a business-oriented culture
• Lead supply of support services to demand (including load balancing across functions and capacity adjustments due to new business and closure of existing businesses)
• Embedding a strong focus on compliance, customer service excellence and continuous improvement for all of the services delivered by his/her organization using benchmarks and best practice comparisons
• Leverage expertise from the C2C and AP Global Process Owners as well as data & analytics from the Global Center
• Inspire change & continuous improvement in the Shared Services team, including standardization of processes & practices across business units, development of an effective performance culture & implementation systems
• Establish and implement program priorities that yield maximum benefits or operational improvements
• Support change, risk and communications management around the improvement projects underway and planned
• Advocate for automation and technology improvements and partner with IT to implement or improve existing technologies for additional productivity improvement
• Design, develop, implement and govern the Service Engagement Layer ensuring a unified channel strategy across the Service catalog and other non-SSC functions, a customer-centric experience that incorporates self-solve, self-service and requestable services and clear issue management process to support the service catalog
• Further develop, implement and maintain the overall Shared Services Service Management ecosystem playbook
• Ensure Service Management alignment and integration across all relevant elements e.g., Knowledge Management, Performance Management, etc. to deliver an integrated solution and unified user experience
• Work with the various Functional owners to ensure there is an enterprise solution that enhances user experience and efficiencies, while catering for the specific needs of the individual functions

What you'll bring

• Bachelor’s degree with a major in finance, business or accounting. CPA and/or MBA preferred
• Broad financial management experience with proven abilities to manage a large staff
• Proven experience in SSC or similar managerial role in a global and fast-paced organization
• Management experience in large multi-national organization
• Project management and/or Six Sigma or similar quality program experience preferred
• Integrator, to enable to deliver on the specific needs of all stakeholders while maintain focus on standardization
• Significant experience in large scale Service Management enabled organizations, ideally spanning multiple functions/process and geographies