The Shared Services Director will lead the Shared Service Center for the North America Packaging and Paper business within DS Smith, establishing a culture of operational excellence and quality service. To grow the business through extension of service offerings, new service areas and new clients. To introduce more efficient ways of delivering service, embracing technological initiatives, and reducing operating costs.

Key Responsibilities

Leadership and Strategy

• Creates and executes strategies that allow Shared Services, including AP, AR, Tax, Accounting, Head Office FP&A and Treasury to support the North America Packaging and Paper (NAPP) business.
• Identifies opportunities across the wider DS Smith North America Business to transfer activity into the SSC achieving efficiencies and cost savings.
• Ensures visibility of performance management across the Shared Service Center to stakeholders through the creation and successful adherence to Key Performance Indicators.
• Introduces Continuous Improvement Program ensuring the DS Smith way is followed and service is continuously optimized.
• Establishes and ensures strong communications with senior stakeholders.
• Collaborates with business partners in NAPP and Group to identify business needs and best practices.
• Seeks to introduce new service offerings to other Business Processes or extend scope of service within existing process areas.
• Represents the business in dealing with external interests, with a particular responsibility to develop and maintain good relations with key customers - excellent networking skills.
• Represents DS Smith's culture and values, and ensure employee compliance with relevant rules and regulations.
• Learns quickly and has strong problem solving and critical thinking skills.
• Communicates concisely and effectively and has strong public speaking skills.

Client Management

• Introduces mechanisms for measuring client satisfaction (e.g. Customer satisfaction surveys and mystery shoppers)
• Develops and maintains strong working relationships with key internal and external stakeholders
• Introduces Client Relationship Management programs
• Explores new services to NAPP Clients
• Develops and implements actionable plans to meet customer facing goals and objectives

Service Level Agreements

• Evaluates performance of Shared Service Center against agreed Service Level Agreements with internal and external stakeholders and drives continuous improvement.
• Ensures all Service Level Agreements are benchmarked against businesses of similar types and maturity.
• Ensures performance for all sites meets or exceeds agreed Key Performance Indicators.

Finance Management

• Ensures the Shared Service Center remains efficient and operates within budget parameters driving a continuous improvement culture supported by the DS Smith Way.
• Creates and presents strategies, budgets, business plans and results to the NAPP Leadership.
• Identify and implement process improvements to provide lean savings

People Management

• Oversees several departments in Atlanta, GA NAPP Shared Services.
• Leads business in line with NAPP and Group Vision to meet and exceed goals and objectives.
• Drives employee engagement and implements relevant programs.
• Ensures staff turnover levels managed to minimum levels.
• Develops staff to progress into other parts of the Group.

Job Criteria / Requirements

• Bachelor 4 year degree in related field of study with proven track record within relevant field
• Good understanding of the shared service center model
• Experience of managing a large team with a large number of Key Performance Indicators
• Foundation knowledge of budgeting, profit and cost analysis
• Strong interpersonal skills to deliver excellent customer service
• Extensive experience of a shared service center and customer service environment
• Experience of creating, managing and meeting targets
• Strong interpersonal skills within a multi-disciplinary team and with external contacts