Reporting to the President, the Vice President of Shared Services leads the strategy, governance, and day-to-day oversight of the Institute’s shared services model, under which the Finance, Human Resources, and Information Technology functions are delivered primarily through outsourced service providers.
Key Responsibilities
- Shared Services Strategy &Governance
- Establish the governance framework that connects the Institute to its outsourced service providers.
- Serve as the internal owner and trusted interface between the Institute leadership and all outsourced service providers, translating institutional needs into clear service requirements.
- Drive continuous improvement, automation and standardisation across the three functions to raise service quality while managing cost.
- Vendor & Outsourcing Management
- Hold end-to-end accountability for the performance of outsourced service providers, ensuring services are delivered to agreed scope, quality, timeliness and cost.
- Build strong, constructive working relationships with vendor account leads while maintaining the independence to challenge performance and hold partners to account.
- Manage transitions, onboarding and offboarding of service providers, including any future re-tendering, change of vendor or insourcing decisions, with minimal disruption to operations.
- Service Delivery & Performance Management
- Define, agree and monitor Service Level Agreements (SLA) and Key Performance Indicators(KPI)for each outsourced function.
- Act as the primary escalation point for service failures or disputes, resolving issues promptly and putting preventative measures in place.
- Champion the internal customer experience, gathering feedback from staff and stakeholders and ensuring the shared services model genuinely supports their needs.
- Contract, Procurement &Commercial Management
- Own the commercial lifecycle of shared services contracts from scoping, tendering, negotiation, award, renewal and exit.
- Ensure contracts contain robust service definitions, performance obligations, data protection provisions, business continuity terms and exit arrangements.
- Risk, Compliance & Controls
- Ensure outsourced arrangements comply with all applicable Singapore legislation and standards, including the Employment Act, the Personal Data Protection Act(PDPA), and Ministry of Manpower (MOM) requirements.
- Oversee data protection and cyber-security posture across outsourced providers, ensuring appropriate safeguards, access controls and incident-response protocols are in place.
- Functional & Vendor Oversight
- Oversee outsourced partners across Finance, HR, and IT, ensuring SLA compliance, quality delivery, and accountability.
Professional Qualifications & Skills
- Bachelor’s degree in Business, Finance, Information Technology, Human Resources or a related discipline.
- Minimum 15+ years of experience in shared services, outsourcing management, corporate services, or operations, with clear accountability for third-party service delivery.
- Demonstrated experience managing outsourced vendors across at least two of the functions, ideally in a multi-functional shared services or vendor-governance capacity.
- Strong track record in contract negotiation, SLA management and commercial oversight of service providers.