Responsibilities:

Strategic Leadership & Governance

• Define and execute the strategic roadmap for Business Support Services in Nigeria.
• Establish governance frameworks ensuring compliance, risk management, and operational resilience, with a strategy to digitalize and automate as we grow and mature.
• Align functional service delivery with Business Support Services’ strategy and standards.
• Drive transformation programs to enhance scalability, agility, and cost-effectiveness.

Service Delivery & Operational Excellence

• Oversee end-to-end service delivery across HR, Talent Acquisition, and additional services as they are added.
• Ensure adherence to SLAs, KPIs, and compliance requirements.
• Standardize processes across countries and business units where appropriate, driving efficiency and transparency.
• Lead audit readiness, reporting, and regulatory compliance.

Innovation & Continuous Improvement

• Foster a culture of innovation across Business Support Services, embedding continuous improvement as a core value.
• Champion workflow automation, RPA, and AI to streamline and optimize processes.
• Identify opportunities to reduce cost-to-serve, increase efficiency, and enhance employee and customer experience.
• Benchmark against leading BSS/GBS/Shared Services practices to ensure TeKnowledge remains at the forefront of BSS innovation.

Technology & Process Optimization

• Drive adoption of ERP platforms (e.g., Microsoft Dynamics 365) and digital enablement tools.
• Partner with IT to ensure system integration, data integrity, and business continuity.
• Leverage analytics and insights to inform decision-making and performance management.

People Leadership & Development

• Build and lead a high-performing Business Support Services team.
• Foster a culture of accountability, service excellence, and continuous learning.
• Implement structured onboarding, capability building, and succession planning.
• Promote diversity, equity, and inclusion within the BSS workforce.

Stakeholder Engagement & Reporting

• Act as the senior point of contact for business leaders and global stakeholders.
• Provide insights and reporting on performance, risks, and strategic initiatives.
• Manage the BSS budget, ensuring cost control and measurable value delivery.
• Resolve escalations and drive integrated, customer-focused solutions.

Qualifications:

• Bachelor’s degree in Business Administration, Finance, HR, Operations, or a related field (Master’s preferred).
• 10–15 years of experience in Business Support Services, BPO, or operational leadership.
• At least 5 years in a senior BSS/GBS/Shared Services leadership role (preferred).
• Track record in setting up, scaling, or transforming Business Support Services operations, preferably in emerging markets.
• Strong knowledge of compliance, risk management, and service governance.
• Proficiency with ERP platforms (Microsoft Dynamics 365 preferred) and automation/AI-enabled tools.
• Proven success leading cross-functional, multicultural teams.
• Migration experience.
• ITSM/Ticketing experience for managing inbound volumes, resourcing and queue management.
• BI and data visualisation experience to create relevant dashboards.
• passionate about customer experience and service excellence.

Skills & Competencies

• Strategic and operational leadership.
• Governance, risk, and compliance management.
• Process standardisation and continuous improvement.
• Innovation, workflow automation, and AI enablement.
• Change and transformation leadership.
• Stakeholder influence and collaboration.
• Talent development and people leadership.
• English: Professional level.
• Local language: Professional level.