Head of Global Shared Services
Organizational Context
The Global Shared Services (GSS) provides location-independent transactional services in Finance, Payroll, Human Resources, Supply, and IT, to enable operations to focus on strategic and context-specific priorities globally. The GSS located in Budapest serves as the backbone of the service, which is supported by satellite teams in various locations worldwide. The GSS also works closely with all enabling functions to ensure policies and controls are implemented efficiently.
Job Purpose
The Head of Global Shared Services (GSS) is responsible for the leadership, management, and continuous improvement of UNHCR’s Shared Services operations across key enabling functions including HR, Payroll, Finance, Supply, IT, and global support services. The role ensures high-quality, efficient, and client-oriented service delivery by leveraging standardization, automation, and operational excellence centred on cost efficiencies and quality of service. Reporting to the Deputy High Commissioner, the incumbent leads the service centre supporting global operations from a centralized location, ensuring compliance with UNHCR’s rules and procedures while meeting evolving operational demands. The role plays a central part in advancing the organization's transformation and service delivery model, driving operational excellence through standardization, process optimization, digitization, and automation, and ensuring consistent application of policies, procedures, and service standards while enhancing organizational efficiency, service quality, and cost-effectiveness.
Responsibilities
Lead the operational delivery of global shared services across HR, Payroll, Finance, Procurement, Supply, IT, and global support services, ensuring alignment with performance expectations and service level agreements. Ensure processes are designed end to end to drive efficiency and service quality. Monitor key performance indicators (KPIs) across service lines and ensure high-quality, timely and accurate transaction processing. Define and implement the GSS operating model, service-delivery and location strategy, and the roadmap for transitioning additional functions and service lines into GSS. Manage the GSS budget and resources; establish and maintain the service costing and cost-recovery model, and benchmark unit costs and service quality against comparable shared services organizations. Establish and maintain the GSS service catalogue and service governance. Lead the automation and digitalization agenda for transactional services, including self-service, robotic process automation and AI. Ensure business continuity and resilience across the GSS hubs, and the protection of personal and financial data. Lead workforce planning, talent development and succession management across the GSS hubs. Oversee personnel administration, ensuring accuracy in contract issuance, leave management, onboarding, and separation processes. Supervise the execution of core financial processes, including invoice processing, payment runs, and reconciliation of accounts payable and receivable. Manage transactional procurement services including purchase requisition processing, contract administration, and vendor master data management. Supervise IT services including end user device support and IT stockpiles. Supervise a multi-channel contact center responsible for the Service Management platform. Oversee the administrative unit responsible for workspace management and provision of supplies. Oversee the global administration of official travel services. Lead the standardization and centralized oversight of asset management processes. Ensure centralized oversight in fleet management. Lead risk assessments and discussions to proactively manage risks and seize opportunities impacting objectives.
Work Experience
Minimum 10 years of progressively responsible experience in shared services or centralized business-services delivery, with at least 5 years at a senior management level leading a global or regional multi-function shared services centre. Demonstrated track record of transitioning services into a shared services centre and delivering measurable cost and quality improvements. Experience establishing service-management frameworks in an ERP- and service-management-enabled environment.
Skills
Change Management Organisational Development Strategy Development and Implementation Business Process Innovation People Management Business Performance Analysis and Management Team motivation Priority Setting Interpersonal skills Lean Six Sigma ITIL COPC