Purpose/Summary:
The Cluster Operations Manager has responsibility towards the Cluster CFO for the accounting books and owns service delivery for all country tasks performed in the GSC. He / She is ultimately responsible for financial operations, people leadership and management of the GSC service delivery team.
Furthermore, the CFOM is responsible for quality, and timely delivery of process according to the cluster CFO KPI’s and ensuring the achievement of the yearly objectives set by the FNA cluster organization. Engage with the CFO and be a partner to ensure ease of business and continuously improve the scope and delivery of the engagement.
Also, he has objectives towards GSC service delivery for leading the team with managers and supervisors, ensure development of leaders and build a pipeline of leaders to sustain service delivery.
The Cluster Finance Operations Manager will be operating like a Finance Manager of the cluster reporting to the Cluster CFO.
Leader of a team of between 25 FTE to 75 FTE and with the complexities of dealing with voice based processes, collections, taking ownership of the local books and dealing with VAT and Tax.
Key Responsibilities:
§ Responsible towards the CFO for the status of the book of accounts as well as the financial indicators of the cluster.
Manage and pro-actively review control requirements for the country finance operations, and initiate/suggest the necessary actions to mitigate any risks identified and improve the country financial operations in general.
§ Implement functional engagement – Ensure the functional engagement at cluster level to enhance the Business Partner Satisfaction
§ Deliver Service timeliness & Service Quality – Ensure the delivery is in accordance with the KPI and also contribute to the discussion of relevant measures and impacts with BPO/CFO.
§ Ensure the proper governance with the GSC is in place to ensure issues are escalated/filtered via the one finance team to/from the cluster and that the internal SLA’s with the production processes are adhered to / for both time and quality.
§ Responsible towards GSC Delivery for operational Efficiency – Identify the areas of improvement on especially quality with the help of BPI team to bring the real efficiencies in the off shored processes.
§ Deliver Cost targets – Be cost conscious and manage the cost of site process.
§ Sustain high employee engagement & manage attrition.
§ Inspire, motivate and engage a large team towards strategic goals of the organization.
Skills required:
§ A university degree/professional qualification preferably within Finance/Economics and Accounting and/ or MBA
§ Minimum 6-8 years experience with 3+ years in a senior leadership role with proven ability to lead, self motivated and engage a diverse and large work force
§ Experience from a similar position in a shared service or global service centers entity with strong ability on business partner engagement
§ Preferably experience from handling similar scope in a similar captive or 3rd party BPO
Competencies required:
§ Should demonstrate perseverance, a high energy drive and a need to finish specially in the face of setbacks and resistance.
§ Highly result oriented, ready to take challenges and able to work under pressure.
§ Ability to manage conflict, seeing it as an opportunity. Can find common ground among all involved stakeholders and get cooperation with minimum noise.
§ Strong change management skills, envisioning and overcoming obstacles with out of the box thinking
§ Must be able to effectively cope with change. Changing gears comfortably, can handle risk and uncertainty.
§ Proven strong communication skills ensuring clear, direct and appropriate communication at multiple organizational levels
§ High analytical / problem-solving skills
§ Ability to learn on the fly - A relentless and versatile learner and open to change.
Technical Skills:
§ Understanding of Accounting GAAP and IFRS guidelines
§ Proficient in the use of Microsoft Office
§ SAP knowledge/experience in Finance. Should have basic understanding of an ERP system and it’s dependencies.
Learning description (skills and competencies):
§ Acting as assisting CFO and hence possibility to learn comfort around higher management, ability to show accountability and drive
§ Leadership – leader of leaders – demonstrating ability to groom talent and keep staff motivated and engaged
§ Learn organizational agility and effective communication
§ Part of the talent pipeline for cluster CFO or Cluster FBP positions
Key Measures:
§ Overall KPI scores of the cluster
§ Customer satisfaction scores
§ Efficiency Delivered Target vs. Actual
§ EES Results Target vs. Actual
§ Control Dashboard Performance results
§ Attrition rate of knowledge resources less than 5%