Capgemini - Leadership Role - Service Delivery Manager - Record to Report - CA

Role: R2R

Position summary:

As the R2R (Record to Report) Service Delivery Manager you will report to the Global Service Delivery Manager (SDM), this person will be the main point of contact on service delivery for R2R accounting services for our clients domestic and international F&A outsourced operations. Job includes chairing meetings with clients and stakeholders on delivery operations. Work with and provide oversight for off-shore service center delivery operations in respect to contracted R2R services. Manage and address service level performance and escalated operational issues. In this role you will lead and prepare materials for key governance committees including service delivery meetings.

As part of overseeing continuous improvements, you will bring R2R best in class solutions and innovations to the table. You will drive innovations and work with clients, delivery teams and other stakeholders on key initiatives and work with management in new F&A business/service opportunities.

Responsibilities of the Role

- Overall global delivery of Services associated with the R2R Tower.

- Meeting all Service Levels and contractual commitments for the respective Tower.

- Guidance and direction to Service Delivery Center management and staff on the delivery of F&A services and service related issues.

- Actively participate, lead, and attend respective Tower governance meetings such as the Service Delivery Committee meetings.

- Respond to requests for changes and new services specific to the Tower.

- Work with the Delivery Center management on ongoing improvements.

- Maintain regular and effective communication with key Client groups in accordance with approved governance /interaction models. This communication will include proactive identification of issues, insuring support for future strategies, identification of key business changes effecting the tower and updates on performance.

- Insure all in-scope policies and procedures are followed by all employees and all regulatory requirements are met.

- Work with Delivery Center to ensure resources are trained and have the appropriate skills to meet both Internal and Client performance expectations including meeting all Client service levels and internal continuous improvement targets.

Specialized/Practical Knowledge:

- Professional Accountant

- Experience in managing and leading accounting operations (10+ years)

- Knowledgeable in R2R best in class processes

Management Skills:

- History in building and leading teams working in unison across multiple off and on shore delivery centers.

- Experienced in providing direction and oversight to offshore Service Delivery Center management.

- Lead initiatives on key operational improvement /business projects

- Demonstrated ability to manage a portfolio of change initiatives along with operational requirements

- Past accountability for all R2R services delivered including all service levels and budgets

Interaction & Communications:

- History of interacting with senior executives building effective, collaborative relationships.

- Demonstrates strong commitment and desire to learn the business at a detail level and use that knowledge to drive continuous improvements in operations.

- Demonstrated ability to interact internally to mobilize resources and bring effective solutions to operational issues and initiatives.

- Strong verbal and written communication skills

Complexity & Problem Solving:

- Deal with complex operational delivery issues and contractual obligations, working and coordinating across business groups internally and externally.

- Strong analytical skills with a track record of bringing and applying new solutions.

Essential Requirements of the Role

- Knowledge, skills and experience in managing a Record to Report (R2R) operations for a large multinational company.

- Experience in a delivery service model with formal SLAs. Ability and experience in leading multiple operational work streams and teams in achieving defined goals and targets within a matrix style organization.

- Ability and experience in interacting effectively with clients, Senior Management at various levels within a large company Strong communications skills including written, spoken and listening

- Experience in Business Process Outsourcing or Shared Service center implementations. Experience with delivering client value & service excellence. Excellent analytical & problem solving skills. Proven strong commercial management skills commensurate with role. Experience setting & managing client expectations; taking control of difficult situations to gain client respect