Director, Legal Shared Services
Taguig, National Capital Region (Manila), Philippines
7h ago

Job Description

We are looking for an experienced Director for Shared Services. This position, based in our Manila office, is part of the Legal organization and will report directly to Zendesk’s General Counsel.

Who are we :

Zendesk’s business and employee footprint are growing! This continued growth has created an opportunity to lead our expanding shared services function.

The Senior Manager will manage relationships with global stakeholders and will help design and implement more automated, sophisticated and efficient operations to support the business.

This role will provide a significant opportunity for growth while developing the future state operational design to ensure the success of Zendesk as it continues to expand.

You will have an opportunity to help Zendesk build Legal Shared Services from the ground up. Career defining work to help us mature our function and for you to accelerate your own professional development.

We are looking for someone that has seen it, done it and knows what good looks like. Go-getter attitude!

Our goal is to mature our function and shift from developing to a well-oiled machine. If you like a challenge, are able to put a structure in place and want to be a part of the build, this role might be for you!

Our company culture sets us apart from the rest...and we offer great benefits too. Check out this video to learn more about what it is like to work at Zendesk.

Who are you :

You are someone with deep expertise in building and maturing Shared Services and wants to play a larger role to lead and expand our operations in Manila.

You will be expected to develop a deep understanding of Zendesk’s business, building strong relationships with stakeholders and supporting the future growth of Zendesk.

You have a passion for continuous improvement, enjoy leading change and experience training and developing direct reports.

You’re self-motivated and enjoy working in a dynamic and fast-paced environment.

Role Description

Primary objectives of this position :

Build an all-star team

Design and document processes for transition with legal and business stakeholders

Successfully manage transition of work to the Shared Services Team

Manage SLAs and implement continuous improvement measures

Responsibilities :

Build and lead a growing team (3-5 people) to support our Legal processes.

Partner within the Legal team to establish and execute a transition plan shifting identified processes and functions to a Shared Services operating model.

Provide guidance for process design, standardization, automation and optimization.

Lead enabling initiatives to develop and improve SLAs and KPIs, ticket and workflow management, training and quality, and knowledge management.

Serve as a change champion and lead change management activities with your team and others within the organization.

Drive achievement of SLA / metrics and reporting to monitor the effectiveness of our current operations and measure the success of initiatives pre and post-implementation

Engage stakeholders to manage operational / program issues and influence them to sponsor and support policies and initiatives that promote our internal controls, compliance and operational efficiency.

Provide input into specific aspects of the operating plans of the function or unit at the next highest organization level and manages the daily operations of assigned section of work.

Allocates available resources to meet operating objectives.

Interacts with direct reports and peers in management, customers or vendors to share information and improve cross-departmental processes.

Responsible for request, contract, document and technology management.

Proactively takes on a communication leadership role with direct reports and peers in management, customers or vendors to share information and improve cross-departmental processes.

Develop short and long-range operating objectives, organizational structure, staffing requirements, and succession plans.

Ensure process documentation and internal controls are in compliance with company policies and support statutory compliance with applicable laws and regulations.

Develop and oversee the implementation of departmental training programs, including orientation materials and standard operating procedures (SOPs).

Assist with the implementation of systems upgrades and other systematic improvements.

Perform all other related duties as assigned.

Education & Experience

Bachelor's degree in Business or relevant field

8+ years of experience in areas of transformation and / or delivery leadership in a Shared Services environment

Experience engaging and interacting with senior leaders to provide operational updates, obtain sponsorship for strategic priorities and manage stakeholder relationships

Experience evaluating systems, controls, and operations, as well as leading projects and teams


Extensive knowledge of operational processes, systems and internal controls with a strong understanding of analytics and reporting concepts

Expertise in workflow design, testing, implementation, assessment as well as records management

Extensive background in reviewing various processes for automation, simplification, standardization, elimination, or migration to shared services center.

Proven ability to influence and motivate others to drive results in a multi-location and matrixed environment

Strong verbal and written communication skills and ability to present complex topics in a clear and concise manner to audiences at various levels of the business

Ability to meet deadlines, handle varying workloads and work in a fast-paced environment

Strong organizational and analytical skills to lead teams and build partnerships with internal and external partners

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers.

Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to fosterglobal diversity, equity, & inclusion in the workplace.

Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.

Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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