Senior Manager - F&A Operations - KPO/BPO

SeniorManager/Junior AVP - F&A Operations (Multi Geography) | Noida, India

Experience: 8-12 Years of experience out of which at least 5+ Years of Leadership Experience. They should have a proven track record of successfully leading operations (at least 30+ associates) in an offshoring organization, preferably in the BPM / KPO sector, with global exposure to F&A practice for international clients in the USA, UK, and Australia. Excellent leadership, team management, and customer relationship management skills are essential, along with commercial awareness and project management abilities.

Min Qualification: Qualified CA / MBA (Finance) from a Tier 2+ College

Role Summary:

As the Senior Manager/JuniorAVP of the Finance & Accounting (F&A) Division at SandMartin, you will play a critical role in leading a part of our service delivery function and driving operational excellence. You will be responsible for overseeing the end-to-end operations, managing client portfolios, and ensuring exceptional service delivery to our international clients across in multi geographical client's presence of SandMartin i.e. in USA, UK, or Australia. With a focus on strategic planning, customer satisfaction, and continuous improvement, you will lead a talented team and shape the future of our organization.

What you will be doing:

1) Ongoing Service Delivery and Process Management:

- Ensure adherence to agreed SLAs and deliverables, consistently meeting or exceeding performance expectations.

- Identify best-in-class processes based on internal and external benchmarks and implement them.

- Motivate and manage teams to work collaboratively and achieve business and individual goals.

- Manage end-to-end operations delivery, meeting operational metrics such as TAT, quality, and process improvement.

- Demonstrate expertise in managing work streams that involve finance and accounting ERP/Applications such as Navisoft, SAP, QuickBooks, Xero, MYOB, Tally, CCH, etc.

2) Customer Focus and Relationship Management:

- Maintain and cultivate cordial relationships with customers to ensure satisfaction, retention, and business growth.

- Ensure adherence to quality and service norms, continuously striving to exceed customer expectations.

- Drive initiatives to achieve customer satisfaction and enhance the overall customer experience.

- Utilize strong problem-solving and technical skills to make confident decisions that result in effective solutions and customer satisfaction.

- Engage with global customers and handle escalations in a timely manner, ensuring customer retention and satisfaction.

3) Team Management and Leadership:

- Manage diverse teams effectively, providing guidance, support, and mentorship.

- Foster a positive and collaborative work environment that encourages employee growth and development.

4) Strategic Planning and Leadership:

- Provide strategic insight and guidance to the leadership team to support decision-making and drive business growth opportunities.

- Streamline business processes and define continuous improvement initiatives to enhance operational efficiency.

5) Automation, Transformation, and Innovation:

- Lead and deliver transformation projects, including automation initiatives using industry tools and Robotic Process Automation (RPA).

- Demonstrate a track record of driving innovation and leveraging automation technologies to improve operational efficiency and reduce costs.

What You Need for this Position:

- Qualification as an Accounting Degree (CPA, CA, ACCA, ICAEW) or a Master's degree in Finance, Accounting, or a related field (CA not mandatory).

- Proven track record of successful operations management in an offshoring organization, preferably in the KPO / BPM industry managing a team size of atleast 30+ associates.

- Extensive experience in leading the Service Delivery Functions for an F&A practice for international clients, specifically in the USA, UK, and Australia markets.

- Knowledge in finance and accounting ERP/Applications such as Navisoft, SAP, QuickBooks, Xero, MYOB, Tally, CCH, etc.

- Experience in delivering transformation projects and leveraging automation

- Outstanding customer relationship management skills and the ability to handle customer escalations effectively.

- Solid understanding of commercial aspects and project management principles.