Service Delivery Manager - Finance - KPO/BFS

Role purpose

- Design, implement and run the regional service performance & governance framework.

- Manage the local service contracts in the region and monitor & drive performance. Ensure coordinated focus on best practice, process & policy alignment as well as continuous improvement working with other regions

Key accountabilities - 

- Building and develop a high performing Service Management team for the region

- Manage the local service contracts and drive the TOM model to its contractual commitments including the service / process catalogue

- Manage the changes, including the transition of new business into Operational Finance, in collaboration with commercial finance and transformation colleagues

- In conjunction with key stakeholder groups design and implement appropriate governance forums and measures to ensure successful delivery of finance service

- Support local countries in bringing together service issues and coordinating appropriate escalated responses where appropriate

- Liaison with the other Regional Service Managers and the Operational Finance leadership team to ensure best practice is shared across the organisation and the delivery centres.

- Drive consistency of deliverables from regional Operational Finance locations, as well as best practice into processes in scope

- Initiating and driving continuous improvement ideas via Six Sigma and Lean approaches

- Identifying and managing risks and opportunities for improvement in the performance of the services.

- Maintain the highest levels of financial integrity ensuring compliance with group and regional policies and legal requirements

Professional skills

Strong experience of financial process, reporting and control improvements

Key Experiences

- Experience of delivering Operational Excellence and of embedding lean operating principles into finance operations

- Experience of large scale ERP implementations and transformations a significant advantage

Role capabilities LEVEL: ENGAGING

Focuses on Clients

Focuses on Quality Expertise that Adds Value

- Influencing Collaborative Outcomes