Service Delivery Head - Finance - Financial Services Firm - IIM

Service Delivery Head - Finance | Global Financial Services Company

Our client is a leading Global Financial Services company, providing a range of services and solutions in strategy, consulting, and operations management. Founded in the year 2002, Our client has helped several Fortune 500 companies and start ups achieve accelerated growth through process transformation, technology and creation and management of value generating business services. Our client has offices spread across Asia, Middle East and North America. With a team size of 2000+ skilled professionals delivering high quality services to clients across the globe.

As a Service Delivery Head - Finance, you will be responsible for managing, leading and driving the strategy for the shared services from the operations front for a team of over 500+ people for ecommerce clients.

What you will do:

- Aligning functional and organizational goals to support business objectives

- Driving cross functional collaboration P2P/O2C/R2R/FP&A/TAX to drive end-to-end deliverables to the client

- Designing, developing, implementing and reviewing strong internal controls across towers P2P/O2C/R2R/FP&A/TAX

- Ensuring that customer experience remains top of mind for the business unit and experience strategy relevant to the ecosystem

- Driving compliance management through continuous training, learning managing quality parameters

- Managing all aspects of people, processes, and practices with the goal of delivering best in class efficiencies and service to customers

- Monitoring turnover trends and career development plans

- Owning and improving service level metrics across productivity, quality and timeliness of the deliverables to clients

- Reviewing performance of operations along with the tower leadership team on a periodic basis

- Providing qualitative and quantitative insights to business leaders

- Developing and managing the budget, forecasts, headcount plans and financials

- Building and maintaining strong relationships with key stakeholders

- Ensuring business continuity plans are in place and understood by stakeholders

- Developing a culture focused on continuous excellence and success in all functional areas

- Continuing to develop overall strategic direction for the operations by understanding industry best practices and benchmarking

- Owning and improving critical experience metrics such as CTT, Automation, and CSAT in partnership with business teams

What you need to have:

- Qualified CA/ICWA/ MBA from IIM

- 20+ years of experience in designing customer journeys and experience in a consumer tech ecosystem

- Experience in Ecommerce/ Business Services/ FinTech companies would be an added advantage

- Experience of transforming businesses through enterprise-wide large-scale initiatives

- Strong organization building, people management, and influencing skills

- Excellent verbal and written communication skills, with experience interacting with clients and stakeholders at multiple levels

- Ability to demonstrate strong analytical and problem-solving skills

- Willingness to work from office only