SandMartin - Service Delivery Manager/Lead - CPA Backoffice Centre

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 be a Qualified CA / CPA / ACCA / CMA / ICWA and possess strong leadership skills, deep industry knowledge about US Accounting / Taxation / Finance, 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. Prior work experience in Big4 Accounting Firms would be preferred.

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 Client'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.