Center of Excellence, Contact Center Manager, Shared Services (Administrative)

Job ID: 509853

CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 28,000 employees at close to 1,600 locations in 43 US States and 2 Canadian provinces.

Job Summary:

We are seeking an experienced and dynamic AMAT SSC Contact Center Manager to lead and inspire our Center of Excellence team in the Shared Services center. The Contact Center manager will be a key player within the large integration project of North America regions into the Shared Services as well as the implementation of an efficient communication and service delivery platform. This role involves managing issue resolution, business support, and administrative activities while driving process improvement and operational efficiency. The ideal candidate will have a strong background in service delivery within a shared services center, excellent leadership skills, and a commitment to delivering outstanding customer service.

What Center of Excellence does:

A Center of Excellence (CoE) is a strategic unit that drives innovation, standardization, and best practices while prioritizing customer experience. It ensures that financial operations like accounts payable, receivable, budgeting, and reporting are not only efficient and consistent but also aligned with the needs of internal and external stakeholders. By leveraging advanced technology, analytics, and industry insights, the CoE delivers accurate, timely, and actionable financial support that enhances the overall customer experience. It fosters clear communication, responsiveness, and tailored solutions, ensuring that every financial interaction adds value and builds trust. Ultimately, a finance CoE bridges operational excellence with customer-centricity, transforming financial processes into a seamless, user-friendly experience.

What Shared Services Does:

A Shared Services Center (SSC) centralizes critical business processes, streamlining operations, reducing costs, and delivering consistent quality. By consolidating areas such as finance, procurement, payroll, and reporting, SSC eliminates duplication, frees time for strategic priorities, and fosters efficiency. SSC's primary functions include:

• O2C (Order-to-Cash): Manages the customer journey from order to payment, driving smoother revenue processes.
• R2R (Record-to-Report): Enables robust financial reporting and accounting.
• P2P (Procure-to-Pay): Ensures timely vendor payments and strong supplier relationships. Manages the Travel and Expense program.
• Center of Excellence: Drives innovation and continuous improvement.
• Payroll (Hire-to-Retire): Ensures accurate, compliant employee payments.
• Shared Services enables companies to focus on growth and strategic goals while maintaining operational excellence.

Key Responsibilities:

• Champion the finance centralization and standardization project towards process improvement and high performant service delivery.
• Lead, inspire and drive the Contact Center team, ensuring effectiveness, solution-oriented attitude, and business support.
• Monitor and continuously improve key performance indicators (KPIs) and service level agreements (SLAs).
• Promote automation and process improvements to enhance efficiency and reduce costs.
• Implement and configure a ticketing system to adequately support Shared Services' Customers
• Oversee compliance with policies, procedures, and internal controls.
• Respond to escalated inquiries and adequately handle sensitive situations.
• Develop the Contact Center team, fostering a culture of recognition and collaboration.
• Partner with business leaders and stakeholders to align services with organizational goals.
• Remain abreast of best practices and trends relevant to Contact Center services and related technologies.
• Influence and negotiate with a wide range of audiences, internally and externally. Foster a culture of collaboration and innovation.

Qualifications:

• Minimum of 5 years of experience in managing a Contact Center within a Finance and Accounting Shared Services Center.
• Minimum 5 years of experience working with automated help desk solution (ticketing system)
• Excellent verbal and written communication skills and ability to properly seek and handle customers' feedback.
• Proven track record of successfully leading teams and delivering customer service excellence.
• Strong skills in process improvement, stakeholder engagement, and communication.
• Strategic mindset with the ability to manage competing priorities.

Work Environment

• Hybrid role with flexible work options, requiring some in-person presence.
• Up to 5% travel may be required.
• Normal office working conditions with a quiet noise level.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

If you're up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

CRH Americas Materials Inc. is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability