Finance Service Delivery Manager

Key Responsibilities

Performance Management

• Employ a data-driven approach to performance management
• Define and implement key service SLAs and process KPIs across FSSC Operations
• Convert service & process metric reporting into actionable items
• Report to stakeholders on performance metrics as per FSSC governance model
• Act as representative in key forums for FSSC across service and process performance
• Ensure efficient resource utilisation and process optimisation for all services provided by FSSC (Offshore BPO)
• Act as the point of escalation to resolve issues and complaints

Relationship management

• Build effective relationships with external and internal customers of the FSSC
• Promote a culture of service excellence
• Ensure service agreements are upheld by the FSSC and transparently reported to the wider business community Collaborate with stakeholders to escalate their issues and concerns and ensure the governance model is used to resolve issues
• Work with key stakeholders across Finance and Commercial functions to ensure measures and metrics are fit for purpose
• Establish regular cadence with internal and external stakeholders of the FSSC

Process Leadership

• Establish a culture of process excellence, continuous improvement and strong compliance across FSSC services
• Work with GPO’s, Internal Controls and Internal Audit to ensure processes are optimised with necessary robust controls
• Assign clear roles and responsibilities throughout the end-to-end processes
• Support resolution of process issues

Interaction Models

• Support the development of all metrics/reports within Power BI, ensuring data integrity and controls are embedded, in collaboration with the MundiPharma Reporting Catalogue.
• Work closely with the wider Power BI project to ensure alignment and reliability of data reported
• Define, Implement and continuously improve the interaction model between FSSC and its customers through Service Now.

FSSC Communication

• Establish a robust FSSC communication plan for all internal and wider business stakeholders
• Manage communications across all levels of governance e.g. Exco, SteerCo, Internal Customer Board
• Leverage all available platforms to ensure effective communication and encourage self service via the FSSC interaction model

Qualification & Requirements

• University Degree or equivalent in Finance or Accounting
• Service Delivery experience in a global company
• Experience in managing large / complex operations & projects inc BPO and captive shared services
• Continuous improvement track record
• End to end finance process understanding
• Finance shared services
• ERP rollout programme, Project delivery, automation initiatives
• Pharma industry processes
• Finance transformation experience
• End to end enterprise processes understanding
• Coaches & manages people (direct and/or indirect), delegates effectively, cross functional wow understanding, senior stakeholder management, strong negotiation skills

Benefits

• flexible benefits package
• opportunities for learning & development through our varied program
• collaborative, inclusive work environment