About the role
Lead the establishment and day-to-day operations of the Daikin AME Shared Service Centre (SSC) in Cairo. Responsible for building the SSC from zero, hiring and developing the team, establishing governance and SLA frameworks, and delivering services to all affiliate markets (UAE, KSA, Qatar, Egypt) at agreed quality, timeliness, and cost targets.
How you will contribute
- Establish the SSC in Cairo from inception — recruit the founding team, set up the physical office, configure systems access, and build the operational infrastructure.
- Own the SSC profit and loss statement as a profit centre, managing costs, markup revenue, and financial performance against annual targets.
- Develop and maintain Service Level Agreements (SLAs) with all affiliate markets, ensuring service quality meets or exceeds agreed targets.
- Build and lead a high-performing team through recruitment, onboarding, training, performance management, and career development — with a focus on developing Egyptian fresh graduates into skilled shared services professionals.
- Establish and chair monthly Service Review Meetings with affiliate stakeholders to review SLA performance, address escalations, and agree on improvement actions.
- Design and implement the SSC governance framework including escalation matrices, decision rights, operating rhythms, and continuous improvement mechanisms.
- Manage the phased onboarding of services across two tracks — ensuring each process is transitioned safely with no disruption to business-as-usual operations.
- Report to senior leadership on SSC performance through monthly dashboards covering KPIs, SLA attainment, cost-to-serve, and capacity utilisation.
- Coordinate with HQ Function Heads (dotted line relationship) to ensure functional standards, process governance, and capability development are maintained.
- Drive continuous improvement and automation initiatives to enhance productivity, reduce cycle times, and improve service quality over time.
- Manage the relationship between the SSC and supported affiliates, ensuring governance alignment regardless of the operating model chosen.
- Serve as the escalation point for cross-function issues, SLA breaches, and policy exceptions that cannot be resolved at Team Leader level.
What you need to succeed
- Education: Bachelor's degree in Business Administration, Finance, HR, Engineering, or related field. MBA or equivalent postgraduate qualification preferred.
- Experience: 8–12 years of progressive experience in shared services, business process outsourcing, or operations management. Minimum 3 years in a leadership role managing a team of 15+ people. Experience in a greenfield SSC setup is highly desirable.
- Language: English (fluent — business working language). Arabic (conversational minimum — required for stakeholder engagement across AME markets).
- Certifications: Lean Six Sigma Green/Black Belt, PMP, or ITIL certification is an advantage but not required.
- Location: Cairo, Egypt
