GM F&A Operations

GM-F&A Operations

(Head of Department - Operations)

Large Third Party MNC BPO

Location - Mumbai (Malad / Thane)

Reports to Vice President - Operations

FUNCTIONAL/ OPERATIONAL:

Operational / Service Delivery:

Ensure Service Level Agreements (SLAs) for the cluster /processes are met as agreed upon with the client.

Identify causes for non-achievement of SLAs, develop action plans, implement changes and review.

Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures.

- Responsible for retention management.

- Manage internal stakeholders (helpdesk, training, HR etc.) and client resources to drive SLAs.

- Ensure the staffing model, resource plan and budgetary allocations are designed to achieve key service delivery metrics; ensure that the same are communicated effectively both externally & internally to facilitate business compliance.

- Work in conjunction with the team on projects to ensure smooth transition of new processes.

- Drive continuous improvement in the process.

- Ensure a Business Continuity Plan is in place for all processes.

Client Management:

- Set up an effective governance structure.

- Participate in transition workshops/meetings with client.

- Resolve any conflict arising out of client interaction.

- Ensure high level of interaction and integration with client to drive business for the entity as a whole.

- Achieve highest level of client satisfaction defined from time to time.

- Engage at all levels of client hierarchy.

Requirements -

- Qualified CA / ICWA / CPA with about 10 years post qualification experience.

- Industry (FAO – Third Party) experience essential.

- Minimum team size handled 200+ across multiple clients.

- Desired - experience of transitioning F&A processes.

- Travel flexibility - at least 25% of time.

- Strong communication / presentation skills.

Please mark subject line as 'GM-F&A' and mail to arvind@leadsearch.biz