Operations Head - F&A Process

Head of Operations - F&A - Gurgaon

Exciting Career Opportunity: Service Delivery Manager/Head of Operations for US Client at SandMartin

Join Us in Establishing a New Service Delivery Center in Gurgaon

SandMartin, a leader in Finance and Accounting (F&A) offshoring, is seeking a dedicated and experienced Service Delivery Manager to spearhead the setup of our new Service Delivery Center (SDC) in Gurgaon. This pivotal role offers a unique opportunity to drive the successful inception and future growth of a high-impact project, ensuring seamless service delivery for a US Client from day one.

Role Overview:

The Service Delivery Manager will be responsible for establishing the new SDC, ensuring it is fully operational and delivering exceptional services by the 1st of August 2024. The ideal candidate will possess strong leadership skills, deep industry knowledge, and the ability to navigate the complexities of setting up a new center, including hiring staff, establishing training programs, creating robust processes, and engaging effectively with clients.

Key Responsibilities:

- Center Setup and Operations: Lead the establishment of the new SDC in Gurgaon, ensuring all infrastructure, systems, and processes are in place. Oversee the setup of physical space, technology, and support systems required for efficient operations.

- Staff Recruitment and Training: Drive the recruitment of top-tier talent, ensuring a comprehensive hiring process. Develop and implement training programs to equip new hires with the necessary skills and knowledge, fostering a culture of continuous learning and excellence.

- Process Implementation: Design and implement robust processes for service delivery, ensuring accuracy, efficiency, and compliance. Establish quality assurance protocols to maintain high service standards.

- Client Engagement: Build and maintain strong relationships with Crete's stakeholders. Ensure effective communication and alignment of expectations between SandMartin's team and the client.

- Expectation Management: Align staff and client expectations, ensuring transparency and clarity in service delivery goals. Facilitate regular feedback loops to address any issues promptly.

- Strategic Planning: Develop a 30/60/90-day plan to ensure the successful launch and ongoing success of the SDC. Outline key milestones and deliverables for each phase, focusing on achieving operational excellence and client satisfaction.

Key Challenges:

- Rapid Setup: Ensuring the SDC is fully operational and delivering services by the 1st of September requires meticulous planning and execution. Overcome logistical and operational challenges through proactive problem-solving and resource management.

- Talent Acquisition: Recruiting and onboarding highly skilled professionals in a short timeframe. Utilize strategic recruitment partnerships and an efficient hiring process to build a competent team.

- Training and Development: Establishing comprehensive training programs to ensure new hires are well-prepared to meet service delivery standards. Emphasize continuous learning to keep the team updated with industry best practices.

- Process Establishment: Designing and implementing processes that ensure efficiency, accuracy, and compliance. Adapt to evolving client needs and industry requirements without compromising on quality.

- Client and Staff Alignment: Managing and aligning expectations between SandMartin's team and the client. Ensure clear communication and a shared vision for service delivery success.

30/60/90-Day Suggested Plan Outline

A. First 30 Days:

- Finalize infrastructure setup and operational readiness of the SDC.

- Complete the recruitment process, ensuring all positions are filled with qualified candidates.

- Develop and initiate comprehensive training programs for new hires.

- Establish initial client engagement protocols and communication channels.

B. Next 60 Days:

- Monitor and refine service delivery processes, ensuring efficiency and compliance.

- Foster a collaborative team environment, encouraging continuous learning and development.

- Conduct regular client meetings to align expectations and gather feedback.

- Implement quality assurance protocols and monitor performance metrics.

C. Following 90 Days:

- Review and optimize processes based on initial performance data and client feedback.

- Ensure seamless service delivery and address any operational challenges promptly.

- Strengthen client relationships through consistent engagement and proactive issue resolution.

- Prepare for contract renewal discussions by demonstrating value and aligning with client goals.

Why SandMartin?

At SandMartin, you will be part of a pioneering organization with a distinguished legacy in the industry. We offer a supportive and dynamic work environment, opportunities for continuous learning and professional development, and the chance to make a significant impact on our clients' success. Join us and be a part of a team that is dedicated to achieving great outcomes together.