Shared Service - Head of SSC / SSC Director

Randstad Malaysia; Kuala Lumpur; On-site; MYR 500,000 - 800,000; Full time

Job summary

Randstad Malaysia is seeking an experienced SSC Director to lead, scale, and govern multi-functional SSC operations across Finance, IT, and Call Centre functions in Malaysia. The role serves global business units across APAC, Europe, and the US, driving operational excellence, continuous process optimization, and strict regulatory compliance with high-touch service delivery.

The ideal candidate brings 10+ years in Shared Services/BPO with 5+ years in senior leadership, plus proven oversight of

Qualifications

• 10+ years in Shared Services / BPO with 5+ years in senior leadership in global, high-volume environments.
• Experience overseeing Finance streams (AP, AR, GL) and Call Centre operations.
• Background in process standardization, continuous improvement, and automation technologies.

Responsibilities

• Direct all daily SSC operations, facility logistics, and resource management.
• Oversee Finance streams (AP, AR, GL, financial reporting), information security, and Call Centre operations.
• Lead continuous improvement initiatives leveraging automation and IT/HR/Finance integrations.
• Ensure compliance with local laws and global policies while tracking SLAs/KPIs and reporting.
• Manage stakeholder relationships across regions and develop a multi-disciplinary team.
• Coach and retain a high-performing team across international time zones.

Skills

Leadership experience

Global operations management

ERP systems exposure

Process improvement

Executive communication

Team leadership across time zones

Education

Bachelor Degree

Tools

ERP systems

Contact center software

Job description

Randstad is proud to announce our collaboration with industry in the FSSC transformation program. We are currently looking for SSC Director to lead, scale, and govern multi-functional SSC operations in Malaysia across Finance, IT, and Call Centre functions. Serving global business units across the Global market, this role drives operational excellence, continuous process optimization, and strict regulatory compliance while maintaining high-touch service delivery standards.

Key Responsibilities

• Strategic Operations & Scaling: Direct all daily SSC operations, facility logistics, and resource management; align operational goals with global stakeholder objectives across APAC, Europe, and the US.
• Functional Governance: Oversee core Finance streams (AP, AR, GL, financial reporting), Information Security protocols, and Call Centre customer support operations to ensure high service quality and satisfaction.
• Process Excellence & Digitalization: Lead continuous improvement frameworks, leveraging automation, digital tools, and IT/HR/Finance system integrations to boost operational efficiency.
• Compliance & Performance Monitoring: Enforce adherence to local laws and global corporate policies across all delivery streams while driving SLA/KPI performance tracking and executive reporting.
• Stakeholder & Relationship Management: Serve as the primary operational conduit across regional departments, managing key stakeholder relationships and resolving high-level escalations.
• Talent Development: Build, coach, and retain a high-performing multi-disciplinary team through structured capability building and succession planning.

It'll Be Good If You Are:

• 10+ years in Shared Services / BPO (5+ years in senior leadership) within high-volume, fast-paced global environments (notably Europe & US markets).
• Proven oversight of Finance & Accounting (controls, compliance, ERPs) and Call Centre/Customer Care operations.
• Deep background in process standardization, continuous improvement, change management, and automation technologies.
• Track record of managing, developing, and motivating large multi-functional teams across international time zones.
• Hands-on exposure to enterprise ERP systems and modern contact center software solutions.
• Exceptional executive communication, global stakeholder management, analytical problem-solving, and cross-border project management.

skills

no additional skills required

qualifications

no additional qualifications required

education

Bachelor Degree