Financial Analyst / Service Delivery Manager
Salary: £65000 - £75000 per annum + Bonus, Benefits and Hybrid working
My multi-site, International client has recently set up an overseas Shared Service Centre to process transactional Finance including Payables and Receivables.
The transformation is now complete and they require a Service Delivery Manager / Financial Analyst to drive Service Delivery, Performance Management and ongoing improvements.
The scope of processes include: Accounts Payable, Accounts Receivable, Record to Report and Master Data Management.
Responsibilities & Key Accountabilities:
1. Performance Management
o Employ a data-driven approach to performance management
o Define and implement key service SLAs and process KPIs across SSC Operations
o Convert service & process metric reporting into actionable items
o Report to stakeholders on performance metrics as per SSC governance model
o Act as representative in key forums for SSC across service and process performance
o Ensure efficient resource utilisation and process optimisation for all services provided by SSC (Offshore BPO)
o Act as the point of escalation to resolve issues and complaints
2. Relationship Management
o Build effective relationships with external and internal customers of the SSC
o Promote a culture of service excellence
o Ensure service agreements are upheld by the SSC and transparently reported to the wider business community
o Collaborate with stakeholders to escalate their issues and concerns and ensure the governance model is used to resolve issues
o Work with key stakeholders across Finance and Commercial functions to ensure measures and metrics are fit for purpose
o Establish regular cadence with internal and external stakeholders of the SSC
The ideal candidate will have good relationship skills coupled with the ability to develop processes with a good working level of Excel and Modelling.
On offer is a large degree of Hybrid working, Flexible benefits and Bonus scheme.
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