Head - Transactional Finance Services - Shared Service Center

Position for Head-Finance

Accountabilities, responsibilities and main duties:

In partnership with Senior Managers and their key stakeholder ensure that the quality of service delivery as defined in UPC from SSC in collaboration with other finance hubs is managed effectively and that services are consolidated and performance is stabilized with minimal business disruption.

- Governance of transactional services for performance, quality standards defined in the UPC with Corporate Services along with new transitions agreed with Finance Business leaders Head of Finance SSC and IS business leads and implemented accordingly

- Business continuity/disaster recovery plans in place and tested regularly and successfully implemented if required. All risks and issues for transactional services to be actively managed.

- Ensure management processes, procedures and controls are in place to manage effective service delivery and management of cost in line with Finance function from SSC

Ensures high-quality service delivery approach in finance transactional services to achieve SSC's objective of continuous improvement and enhancement in customer service

Ensures the application of financial, risk and resource management procedures and standards across own area of responsibility

Ensures services meet or exceed standards specified in the contracts and pre-defined SLA's

Establish customer service culture in SSC transactional Finance services with a passion for providing a high-quality service.

Effective management of relationships with internal and external stakeholders including suppliers

Ensure setting up of an efficient and effective business model to cater to diverse service requests from customers within global time zones.

- Apply agreed Retention policies in consultation with HR, to ensure that staff turnover is managed at or below local averages. Ongoing training and up-skilling plans to be implemented.

- Direct line reports are managed in line with specified British Council HR standards.

Ensure that customer services delivery for SSC- Finance Transactional Services meet or exceed the standards specified in Operating Level Agreements and drives continuous performance improvement to achieve parity between internal performance and external benchmarks.

- Establish customer service culture in SSC - Finance Transactional Services with a passion for providing high-quality service.

- Regular discussions with Head SSC Finance and other stakeholders as appropriate to ensure that Operating Level Agreements (OLAs) are appropriate, challenging and aligned to real business needs.

- Ensures that regular communication of changes/improvements to OLAs is shared with Stakeholders by other Senior Managers

- Targets agreed in OLAs are consistently achieved or exceeded by other Senior Managers.

- Processes in place to manage internal customer issue resolution and integrated delivery of services from external suppliers (where applicable).

- Provides regular performance reports to Head SSC Finance Servicers and Finance Leadership in the UK

- Ensure standard processes, based on best industry practice are introduced into SSC - Finance Transactional Services.

- Promote improvement and efficiency in processing, device key areas.

- Utilize opportunities to expand service portfolio of SSC Finance Transactional Services.

Identify and maintain relationships with key external and internal stakeholders such as Regional Finance Directors, Country Directors, UK Directors, Senior Operational Managers, and Finance Leadership, Internal Audit, Banks to ensure strategic and business requirements are both managed and met.

Grows the business and service portfolio of SSC Finance Transactional Services

Continuously Collaborates with Senior Managers of other business areas to identify and implement new service areas as appropriate

Grows networks and partnership to achieve business plan targets and enhance the reputation of the British Council

Identifies and aligns business growth and opportunities with SSC service portfolios

Ensure existing services are delivered with high-quality standards, in line with agreed processes/policies and procedures and met all statutory obligations.

Ensure compliance to minimum standards of Financial Risk frameworks

Staff management, staff development and self development

Provides leadership that inspires, motivates and empowers others from diverse backgrounds within a customer service focussed work environment.

- Continuously promotes and develops intercultural understanding, E&OD requirements, learning, professional, technical and behavioral competence in individuals and teams to deliver results

- Ensure that teams are coached and mentored on a regular basis for empowerment and delegation.

Information Security

- Ensure that their workforce is aware of the information security policies and comply with them

- Ensures that the team complies with ISO 27001 and IGA related requirements

- Send account opening requests effectively

- Disable accounts immediately for leavers and Absconders /on long leaves

- Document and monitor/review access levels of his/her team

- Provide security awareness and education to team

- Manage Records to ensure compliance with Freedom of information act

- Ensure incidents of their respective functions are closed within SLAs