Shared Service Manager

THE COMPANY

Our client is an established international manufacturing organization with operations across North America. The company is focused on operational excellence, continuous improvement, and building scalable support capabilities to enable its growing business operations.
As part of this effort, the organization is establishing a multi-functional Shared Services Center in the Saltillo area to support key business functions including supply chain, customer service, finance, and other business support activities. The center will provide a collaborative, service-oriented environment focused on disciplined execution, process standardization, operational efficiency, and high-quality service delivery to internal stakeholders.

THE POSITION

The Shared Services Manager is responsible for leading the day-to-day operation of the Company’s Shared Services Center in Saltillo, ensuring disciplined, high-quality service delivery across the functions supported by the center, including supply chain, customer service, finance, and other business support activities. This role is accountable for staffing, team leadership, operating discipline, service performance, and continuous improvement within the center. The position partners closely with functional leaders to ensure work is executed effectively, on time, and in accordance with established processes, service expectations, and business priorities.
The center will be staffed with remote functional specialists such as buyers, cost accountants, and customer service representatives. These team members will bring domain expertise; however, the Shared Services Manager is not the technical owner of each function. Instead, the role is accountable for creating the structure, consistency, and execution rigor required for the center to perform as a reliable service organization.

Key Responsibilities

Shared Services Center Leadership

• Lead the overall daily operation of the Saltillo Shared Services Center and establish a high-performance, service-oriented culture.
• Set clear expectations, operating rhythms, and performance standards for the local team.
• Serve as the primary local leader for the center and a key liaison with internal stakeholders and functional leaders.

People Leadership and Team Management

• Support the recruitment, selection, onboarding, development, and retention of Shared Services Center employees.
• Lead, coach, and develop a team of remote functional specialists supporting multiple business functions.
• Manage staffing plans, workload balancing, attendance, cross-training, and coverage to ensure business continuity.
• Conduct performance management, employee development, and succession planning for the local team.
• Coordinate with HR and local service providers, including Tetakawi as applicable, on payroll, employment administration, and local compliance.

Service Delivery and Execution Discipline

• Ensure assigned work is executed accurately, on time, and in accordance with defined service expectations, standard operating procedures, and business requirements.
• Monitor daily execution, backlog, queue health, responsiveness, and service performance across the center.
• Drive consistency, follow-through, and strong execution discipline across all supported activities.
• Escalate capacity constraints, service risks, and recurring execution issues in a timely manner.

Stakeholder Partnership and Governance

• Partner closely with functional leaders in supply chain, customer service, finance, and other supported functions to align on workload, priorities, service expectations, and escalation paths.
• Reinforce the governance model in which functional leaders retain ownership of technical processes, business rules, priorities, and functional KPIs.
• Ensure the local team understands role expectations, escalation paths, and decision boundaries.
• Act as the first point of coordination for local execution issues and service-related concerns.

Performance Management and Continuous Improvement

• Track and report service KPIs, productivity, quality, turnaround time, service level attainment, and other center performance metrics.
• Lead regular operating reviews with stakeholders and internal leadership.
• Identify bottlenecks, recurring rework, and opportunities for standardization, automation, and process improvement.
• Drive continuous improvement initiatives in partnership with functional owners and support the maturation of the Shared Services Center as a scalable service organization.

Transition and Operational Readiness

• Support the implementation and ramp-up of the Saltillo Shared Services Center, including staffing readiness, training completion, and transition planning.
• Coordinate local activities associated with knowledge transfer, stabilization support, and cutover readiness.
• Help establish sustainable operating practices, governance routines, and service management disciplines during the startup phase.
• Ensure adherence to company policies, internal controls, documented procedures, and local operating requirements.

Role Boundary and Operating Model

The Shared Services Manager leads service delivery inside the center while functional leaders retain technical ownership of the work.

Shared Services Manager Owns

• Local team leadership and development
• Staffing, attendance, and coverage
• Service delivery execution and responsiveness
• Backlog, queue, and workload management
• Operating discipline and SOP adherence
• Center-level performance management
• Continuous improvement inside the center

Functional Leaders Retain

• Technical process design
• Policies, controls, and approval rules
• Business priorities and service expectations
• Decision rights and exception authority
• Functional training content and business rules
• Technical KPIs and quality standards
• Major process changes and governance decisions

THE CANDIDATE

Required Qualifications

• Bachelor’s degree in Business, Supply Chain, Finance, Operations, Industrial Engineering, or a related field.
• 7+ years of progressive experience in shared services, operations, manufacturing support functions, or multi-functional business operations.
• 3+ years of people leadership experience managing teams in a service, operations, or shared services environment.
• Experience working in a manufacturing environment with exposure to functions such as supply chain, customer service, finance, human resources, or related business support areas.
• Demonstrated ability to manage service delivery, priorities, and performance across multiple workstreams.
• Strong leadership, communication, stakeholder-management, and organizational skills.
• Experience with ERP and business systems in a structured operating environment.
• Fluent in English and Spanish.

Preferred Qualifications

• Experience helping stand up a multi-functional support organization.
• Experience in a matrixed organization with strong cross-functional partnership requirements.
• Knowledge of manufacturing operating environments and the service needs of plant-based or remote business teams.
• Experience with continuous improvement methodologies such as Lean, standard work, or process optimization.
• Experience managing professional teams in Mexico.

Core Competencies and Success Measures

Core Competencies

• Service leadership and team development
• Cross-functional influence and stakeholder management
• Execution discipline and operational rigor
• Change management and escalation judgment
• Continuous improvement mindset
• Bilingual communication effectiveness

Success in This Role Will Be Measured By

• Successful ramp-up and stabilization of the Saltillo Shared Services Center
• Reliable service-level attainment, productivity, and quality
• Strong responsiveness, follow-through, and issue escalation
• Employee engagement, retention, and capability development
• Positive stakeholder feedback across supported functions
• Visible process improvement and operating maturity over time

Travel / Work Environment
This position is based in Ramos Arizpe, Coahuila, Mexico. Limited travel may be required during implementation, stakeholder alignment, training, or startup support activities.