Associate Director - Shared Services Lead

Associate Director - Shared Services Lead

Deloitte is seeking an experienced Shared Services Lead with a strong background in both Finance and HR. The successful candidate will be responsible for overseeing the delivery and optimisation of shared services, driving operational excellence, and ensuring alignment with client objectives. The role will also collaborate with leadership to implement strategies that optimise resources and enhance operational excellence.

Key responsibilities include:

• Leading the Shared Services function, covering both Finance and HR operations
• Overseeing the design, implementation, and continuous improvement of shared service processes
• Collaborating with client stakeholders and Deloitte teams to ensure effective service delivery and process integration
• Driving standardisation, automation, and best practice adoption across Finance and HR services
• Managing service performance, reporting, and compliance with agreed SLAs and KPIs
• Supporting change management, training, and knowledge transfer activities
• Identifying and resolving operational issues, escalating as necessary
• Fostering a culture of continuous improvement and client satisfaction.

Your role as a leader:

• Develop high-performing people and teams through challenging and meaningful opportunities
• Deliver exceptional client service; maximise results and drive high performance from people while fostering collaboration across businesses and borders
• Influence clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
• Understand key objectives for clients and Deloitte; align people to objectives and set priorities and direction.

Key performance areas:

• Service Delivery & Process Optimisation
• Oversee the delivery of Finance and HR shared services to ensure efficiency, accuracy, and compliance
• Drive process standardisation and continuous improvement initiatives
• Implement best practices and automation to reduce manual effort and errors.
• Stakeholder Management
• Act as the primary point of contact for internal clients (e.g., site managers, department heads).
• Manage relationships with external vendors and service providers.
• Ensure high levels of customer satisfaction through regular feedback and service reviews.
• Client Relationship Management
• Serving as a trusted advisor, managing stakeholder expectations, and delivering value-driven services to clients
• Business Development
• Driving the growth of the Shared Services business, identifying new opportunities, and expanding the service portfolio
• Leadership and Talent Development
• Lead, mentor, and develop the shared services team ensuring high performance standards and continuous learning
• Set clear objectives, monitor performance, and provide regular feedback
• Foster a culture of accountability, collaboration, and professional growth.
• Compliance and Risk Management
• Ensure all Finance and HR processes comply with internal policies, industry regulations, and statutory requirements (e.g., SOX, local labour laws)
• Identify and mitigate operational risks.
• Reporting and Performance Measurement
• Develop and monitor key performance indicators (KPIs) for service delivery (e.g., turnaround times, accuracy rates, cost savings)
• Prepare and present regular reports to senior management
• Use data analytics to identify trends and areas for improvement.
• Cost Management and Budgeting
• Manage the shared services budget and drive cost optimisation initiatives.
• Track and report on cost savings and efficiency gains
• Technology & Systems Management
• Oversee the use and optimisation of Finance and HR systems (e.g., SAP, Oracle, Workday)
• Liaise with relevant internal team to resolve system issues and implement enhancements.

Minimum requirements:

• Completed Bachelors degree in Business Administration, Finance, HR or Public Administration, Finance or related
• 10+ years of experience with a minimum 5 years in a senior management role leading Shared Services operations, ideally covering both Finance and HR
• Strong understanding of shared services models, process optimisation, and service delivery frameworks
• Experience working with or for large organisations, preferably in the mining or resources industry
• Familiarity with mining industry processes and systems.
• Demonstrated experience in business alignment, strategic thinking and leadership
• Experience mentoring and leading junior team members, fostering a collaborative and high-performing team culture
• Ability to work independently and collaboratively in a cross-functional environment
• Excellent stakeholder management, communication, and leadership skills.

Preferred requirements:

• An MBA or other postgraduate qualification is preferred but not essential
• Experience with shared services transformation or outsourcing projects.