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Service Delivery Manager
4 miesięcy temu
Job Description:
As a result of our dynamic growth, we are currently looking for candidates for the position of Service Delivery Manager in Finance and Accounting (F&A) BPO. The person in this role will be responsible for overseeing the delivery of all finance and accounting services for assigned client accounts. This role involves managing client relationships, ensuring the highest level of service delivery, driving process improvements, and leading F&A process transformation. The ideal candidate will have extensive experience in finance and accounting within a BPO environment, coupled with strong leadership and client management skills.
Client Relationship Management
- Serve as the primary point of contact for clients, maintaining strong and positive relationships.
- Understand and anticipate client needs to ensure F&A services are delivered to meet or exceed expectations.
- Conduct regular client meetings to review performance, discuss improvements, and track satisfaction through metrics such as NPS.
Service Delivery Management:
- Oversee the day-to-day operations of finance and accounting services to ensure timely and accurate delivery.
- Monitor and ensure adherence to service level agreements and key performance indicators.
- Implement and drive process improvements and transformation initiatives to enhance service efficiency and quality.
- Promptly address and resolve any issues or discrepancies in service delivery.
Financial Management:
- Ensure the accuracy and timeliness of financial reporting and analysis for clients.
- Oversee the preparation of budgets, forecasts, and financial plans.
- Monitor financial performance and manage risks effectively.
Strategic Planning and Process Transformation:
- Lead process transformation projects aimed at enhancing efficiency, quality, and client satisfaction.
- Regularly review and optimize processes to achieve operational excellence.
- Contribute to strategic planning and execution of F&A delivery.
- Identify opportunities for expanding services and improving existing processes.
- Identify and mitigate financial and operational risks.
Qualifications:
- Bachelor’s degree in finance, accounting, Business Administration, or a related field; MBA or CPA preferred.
- Minimum of 10 years of experience in finance and accounting service delivery management, preferably in a BPO environment.
- Proven track record of managing client relationships and delivering high-quality services.
- Experience in driving process transformation and continuous improvement initiatives.
- Ability to work in a dynamic environment under time pressure.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficiency in financial software and tools.
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