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Purpose of Job: 
The primary responsibilities of this Service Delivery Manager is to manage the F&A BPO operational delivery  by ensuring services/performance is delivered in accordance to the customer’s expectations and per the contract within the governance model established. Owner of the level 1 and level 2 governance aspects with all of the third party partners within the Customer Solutions (Shared Services) organization. Additionally, this position is accountable for managing and reporting out overall Customer Solutions performance management including the performance of the third party partners and associated bench marking initiatives.  Identify and drive valuation creation opportunities based on gaps in performance. Provide thought leadership and analytical support to various executive presentations and internal initiatives. This position reports into the VP Data Services & Delivery based in Plano, TX
 

ONGOING / STEADY STATE Operations with Third parties
• Manage and drive various levels of governance activities:
• Lead weekly /bi-weekly and monthly operational governance meetings with the 3rd party partners for all processes within F&A (Accounts Payables, T&E, General Accounting, Fixed Assets administration, Cash Applications) and C2C (Order Management, Collections, Deductions and Credit). The model of outsourcing we adopted is in lines of virtual captive and these meetings are designed to drive the operational progress at the offshore location with the operational owners at the onshore and offshore locations and issue resolutions
• Prepare and manage associated governance reporting and escalations
• Completely accountable for ensuring operational targets are met consistently and driving issue resolution with operational managers, 3rd party partners, IT and other organizations
• High visibility and highly influential skills are required to be successful in this role.
• Manage monthly Genpact performance reporting (operations, HR and training)
• Mentor and guide our offshore vendor manager on related vendor management issues
• Contract Management: Work with head of the organization on contract management with Genpact:
o Work with onshore and 3rd party offshore Operational leads to refine metric definitions, confirm metric classifications (SLA or KM), and approval any proposed changes to the metrics
o Track against contractual obligations (e.g. service credit, productivity gains), and help drive the contract dispute process by gathering information and prepare dispute documents on a regular basis.
• Service Optimization: Help build programs to better integrate the offshore and onshore teams
• Lead the editorial board (incl. both onshore and offshore 3rd party colleagues) to draft and publish organizations monthly newsletter
• Responsible for the measurement and optimization of service provider processes in conjunction with retained organization.

• Develop business cases for initiatives that pass the preliminary feasibility test,  and work closely with the relevant Functional Leads to influence the internal and external stakeholders for approval;

Organizational Performance Management: Responsible for successful delivery of all Customer Solutions performance reporting incl. the following:
• Monthly operational scorecards separated by our customer businesses
• Monthly reporting package that includes People, Innovation and other metrics
• Quarterly Customer Satisfaction analysis
• Monthly tracking for variable pay performance
• Bi-Weekly operations and status updates as needed
• Innovative and constantly looks for opportunities to improve within the performance management and supplier relationship management areas.
• Partner closely with the continuous improvement manager to identify initiatives that will address performance gaps where applicable.
Lead the Annual Operating Plan process:
• Coordinate with related parties to develop the initial AOP timetable and communicate all required revisions to affected parties/manages timetable ongoing
• Work with other S&SD team members to plan and facilitate functional project idea brainstorming workshops to build project pipeline and determine projects prioritized for the AOP
• Conduct cost benefit analysis for the projects short-listed for the AOP along with the Portfolio manager and Continuous improvement manager
• Direct the development of the requirements and provides FBP with P & L and Balance Sheet impact of projects
• Create overall AOP deck and ensure accuracy/ comprehensive approach
• Lead the annual development of CS service catalog and SLA
• Work with CS SLT to enhance scorecard to better measure CS contribution to the company, e.g., implement the balanced scorecard concept
Provide financial support to the outsourcing and other key initiatives:
• Develop and maintain the financial model for the outsourcing and other key initiatives documenting the business assumptions
• Prepare leadership presentations for stakeholder buy-in and update purposes
• Work closely with Finance Business Partner to incorporate the financial impact in the AOP

Lead CS benchmarking program:
• Work with Hackett to perform benchmarking study on a bi-annual basis
• Responsible for data gathering and act as liaison with Hackett
• Obtain best practice information from Hackett on various subjects

Manage the “Issue Management” and “Performance Management” functionalities of the CS internet portal:
• Work with 3rd party vendor on an ongoing basis to resolve issues, enhance portal functionality and user experience
• Act as super user for any internal questions/comments

Important Ongoing Accountabilities:
• Help expand the CS standard governance model to all 3rd party service providers
• Perform feasibility analysis or research for additional value-add opportunities
• Provide guidance and assistance to the leadership teams in setting up the vision and the strategy to accomplish it
• Provide thought leadership and analytical support to various executive presentations or internal initiatives
3. Pre-requisites:
In order to succeed in this role, it is expected that you will have:
• MBA (Finance) / Accounting qualification (CPA / ICWA) with 6-8 years professional experience including some gained in multinational companies, Leading IT/BPO companies, reputable consulting firm, ideally in a service delivery role.
• Strong Process background within F&A with experience in process transformation and delivering value to customers.
• Ability to co-ordinate multiple services and needs from providers, customers and end-users with a track record of influencing people at all levels towards building consensus.
• Ability to act quickly in situations of ambiguous direction or change of direction
• A track record in ensuring successful delivery over time
• Ability to travel 5-10%internationally
• Needs to have strong Team Leading ability, exceptional customer focus and Good analytical ability.
• Mindset of excellent process execution & continuous improvement.
• Excellent knowledge of Accounting concepts & principles, US GAAP, Sox/SAS Compliance.
• Attention to detail/ Comfortable with remote vendor management and still influencing.
• Excel and number crunching
• High level of mental maturity and Customer Service skills
• Excellent written & verbal communications including ability to make very good presentations. Understanding of end to end business and F&A processes incl exposure to quality.