Job Title: Associate Head of Shared Services
Location: Mumbai Office (In-office role)
Reporting to: Head of Shared Services
Employment: Full-time, permanent

Primary Job Purpose:
The Associate Head of Shared Services will support the Head of Shared Services in the
effective operational delivery, stability, and continuous improvement of the Group Shared
Services function. The role is responsible for providing robust, visible, and hands-on
leadership across multiple operational and customer-facing teams, while ensuring
consistent service delivery aligned to agreed service levels and business priorities.
The role requires significant experience operating in global shared services or
multinational environments, leading diverse, high-activity teams and working closely with
senior stakeholders to support business growth and operational stability.
The role carries significant accountability for day-to-day operational performance, people
leadership, cross-functional coordination, and integration of additional services (as
directed) across the UK, Middle East, and India.
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Key Responsibilities:
Operational Leadership & Service Delivery
• Lead day-to-day Shared Services operations across customer service, operations,
and other teams within the Shared Services portfolio, ensuring consistent, high quality
delivery.
• Ensure SLA adherence through effective capacity planning, workload balancing,
and proactive operational management.
• Act as the primary escalation point for complex operational, customer, or
stakeholder issues, ensuring timely resolution and appropriate senior engagement.
• Step in hands-on during peak periods, transitions, or resourcing gaps to ensure
service continuity and stability.
• Own operational risk management and business continuity planning across the
Shared Services function.

People Leadership & Culture
•Lead, coach, and develop managers and team leads, building leadership capability and accountability at all levels.
•Drive a professional, inclusive,

📌 Associate Head (Mumbai)
🏢 British Safety Council India
📍 Mumbai