Shared Services Team Leader

Position Overview

Click Global Talent is recruiting for a dedicated and experienced Shared Services Team Leader to manage and supervise a high-quality team in NCR, Philippines. This permanent, full-time, Office-based role operates on Australian Dayshift hours, providing essential finance, administration, reporting, payroll support, and compliance administration support to the supported business's Australian operations.

The successful candidate will be responsible for daily engagement with stakeholders, ensuring the team delivers accurate transactional work, meets and exceeds SLA timeframes, and achieves all objectives set by the supported business. The Shared Services Team Leader serves as a primary escalation point, oversees workflow distribution, and ensures team adherence to work instructions and operational standards.

Position Objective

The purpose of this role is to lead, supervise, and manage the Shared Services team to ensure high-quality finance, administration, reporting, payroll support, and compliance administration support to the supported business in Australia.

The role is responsible for engaging with the supported business on a daily basis, ensuring the team delivers accurate transactional work, meets and exceeds SLA timeframes, and achieves all objectives set by leadership. The Shared Services Team Leader serves as an escalation point, oversees workflow distribution, and ensures team adherence to work instructions and operational standards.

Key Responsibilities

1. Team Leadership & Operational Management

• Supervise, manage, and mentor a team of Shared Services Officers operations.
• Engage with stakeholders daily to align on priorities, expectations, operational performance, and deliverables.
• Ensure team delivers, meets, and exceeds objectives and key performance indicators (KPIs) set by the supported business.
• Manage team workload distribution, resource allocation, and workflow monitoring across shared inboxes.
• Conduct regular performance management, team check-ins, coaching, and individual performance evaluations.
• Manage escalation of complex queries, non-standard transactions, and operational issues.
• Drive continuous process improvements, procedure updates, and maintain high team standards.

2. Finance & Accounting Oversight

• Oversee and review Accounts Payable, GL coding, Accounts Receivable, and periodic billing processes.
• Apply strong numeracy and finance/accounting skills to review and validate complex invoice requests, credit requests, and expense recoveries.
• Ensure accuracy of monthly operational and financial reporting packs prepared by the team.
• Monitor AR quality reporting, customer viability, rate card maintenance, and billing data controls.
• Manage finance shared inbox allocations and ensure timely escalation of non-standard transactions or approval gaps.
• Review purchase order approvals and ensure adherence to financial governance Workflows.

3. CargoWise & Operational Administration Management

• Lead and guide the team in operational data entry, periodic billing, and reporting within CargoWise.
• Utilize deep, expert knowledge in CargoWise to resolve system issues, improve workflow accuracy, and train staff.
• Oversee the maintenance of operational registers, transport paperwork, equipment/plant registers, and stocktake administration.
• Ensure document control records, work instructions, and filing procedures are maintained accurately across all systems.
• Coordinate operational, transport, and productivity reporting for stakeholder review.

4. Payroll & Workforce Administration Oversight

• Oversee the processing of employee timesheets, roster administration, and payroll data preparation.
• Ensure workforce, leave, training, and labour reporting records are maintained accurately and confidentially.
• Manage payroll discrepancies and coordinate resolution with relevant onshore managers and teams.
• Audit workforce administration processes to ensure compliance with corporate policies.

5. WHS & Compliance Administration Oversight

• Ensure timely uploading of incidents, hazards, inspections, and meeting records into DoneSafe.
• Oversee contractor compliance, training/licence registers, and plant registration schedules.
• Monitor compliance timelines and ensure overdue items are escalated promptly.
• Lead audit preparation and document collation for compliance, WHS, and operational audits.
• Ensure full adherence to corporate WHS policies, procedures, and training standards across the team.

Competencies & Skills

To excel in this full-time, Office-based Shared Services Team Leader POSITION, candidates must demonstrate the ability to achieve the core OBJECTIVE of the role by effectively managing all KEY TASKS & RESPONSIBILITIES. We are seeking a highly capable leader with:

• Strong leadership and people management.
• Client relationship management and engagement.
• Problem solving and decision making.
• Communication and negotiation skills.
• Time management and delegation.
• Conflict resolution.
• Strong numeracy and finance/accounting expertise.
• Financial analysis and reporting skills.
• Advanced Microsoft Excel skills.
• Attention to detail and accuracy.
• Systems proficiency.
• Strong expertise and background in CargoWise.
• Advanced administrative and organizational skills.
• Process control and quality checking.
• Data accuracy and systems fluency.
• Confidentiality and integrity.
• Record management.
• WHS and compliance awareness.
• Systems skills and audit readiness.
• Risk management.

Key Selection Criteria

• Strong leadership and team management experience in a Shared Services, BPO, or corporate environment.
• Proven experience and strong background in CargoWise.
• Strong background in finance, accounting, and numerical processing (Accounts Payable, Accounts Receivable, GL coding, billing, and reporting).
• Exceptional administrative and organizational skills with the ability to manage competing priorities and deadlines.
• Strong client engagement skills with experience communicating with Australian clients or onshore managers daily.
• Demonstrated ability to drive team performance, meet/exceed SLAs, and manage operational KPIs.
• Advanced Microsoft Office skills, particularly in Microsoft Excel.
• Excellent written and verbal communication skills.
• Strong problem-solving ability, high attention to detail, and sound judgment in issue resolution.

Key Performance Indicators (KPIs)

• Team KPIs and client SLAs consistently met or exceeded.
• High client satisfaction and positive stakeholder feedback.
• Low error rates and high quality of team deliverables.
• Effective team engagement, performance, and retention.
• Finance and billing deadlines met with minimal error rates.
• Timely submission of financial and operational reporting packs.
• Effective control over billing, invoicing, and revenue accuracy.
• Accuracy and timeliness of data entry in CargoWise.
• Streamlined operational workflows and minimal rework required.
• Up-to-date maintenance of all operational registers and systems.
• Timesheet and payroll support data submitted accurately and on time.
• Minimal payroll-related queries or discrepancies.
• Full compliance with safety, licence, and contractor registers.
• Audit documentation delivered accurately on request.
• Team completion of all mandatory WHS training.

SYSTEMS USED

• CargoWise
• DoneSafe
• Elmo
• Evolve
• Microsoft Excel
• Microsoft Outlook
• SharePoint