Title: Service Delivery Leader - Payables

SSGL: 8

Reports to: Global Payables Leader

Overall responsibility: Service Delivery Leader (SDL) is accountable for managing service delivery to global invoice to pay processes promoting the continuous improvement of productivity, service quality and customer satisfaction with strong internal controls in place.

The SDL ensures that the team is motivated and SMART goals are set for all the team members. He / She also needs to engage self and the team in all the core value initiatives.

The main focus needs to be on:

- Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)

- Achieving productivity improvements (KPI: Value for customer & enhanced cost position)

- Developing strong relationships and teams (KPI: Strong network in place & people development is evident)

Key Areas of Responsibility:

- Accountable for managing service delivery for global payables clients;

- Provide a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used. Measure process performance with appropriate KPIs and Metrics and publish the same regularly to internal clients as well as within the team;

- Continuous and demonstrable improvement of productivity resulting in increased service productivity. Be able to evidence these savings across relevant customer base;

- Ensure and monitor that processes are in place to provide sustainable and consistent service quality through rigorous management of change control and acceptance into service procedures;

- Ensure resources, capabilities and capacity to meet both existing and new business demand;

- Provide expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit;

- Oversee the integration of all service delivery teams in the center and constantly improve the quality and collaboration / networking to ensure a seamless end-to-end delivery of service for clients;

- Ensure robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution;

- Motivate, develop and mentor other service delivery employees and managers where relevant. Monitor employee turnover and outline steps to control / reduce as per set and agreed targets including strategies to motivate the team members;

- Maximise growth opportunities with current clients;

- Champion team-working and knowledge sharing and promote the increased use of Shared Services capability;

- Provide support to new centering opportunities, taking an active role in transitions of new processes into DSCI.

Key competencies for the role holder:

- Proven team leadership skills; ability to effectively influence and motivate others, and an ability to work effectively with all levels, and a demonstrated ability as a change agent. Should be able to understand and react to specific needs of internal clients and (external) vendors and suppliers

- Strong client focus - ability to operate at prime customer contact level typically at senior manager/controller/director level

- Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an international environment

- Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements

- Strong development focus - advocate of developing employees, teams and the business

- Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment

- Strong commercial and financial orientation, monitoring, co-ordination and budget ownership

- Thorough understanding of clients- business and requirements and able to use that knowledge to anticipate how future services offers need to evolve to meet customer requirements

- Strong communicator at all levels. Should be able to effectively present information and respond to questions from groups of managers, clients, customers, etc. Ability to organize and manage workflow, establish priorities, and follow up on unresolved matters.

Educational Qualifications: CA / ICWA / MBA

Work Experience : At least 15 years experience with at least 5 years in a managerial role with a medium to large professional BPM / Shared Service Centre. Knowledge of BPM processes quality systems, tools and best practices, critical to transactional effectiveness (eg. Workflow, 6 sigma, complaint / case management processes etc.).

- Should have led teams of at least 50 to 60 members or more.

Competency requirement:

- Functional Competency Skill Requirement (on a 1 to 5 scale with 5 being highest)

- End to end Invoice to Pay process understanding - 4

- Understanding of Procure to Pay Operations - 4

Systems-PC Based Applications - 3

Internal Controls / SOX - 4

Systems- SAP/ERP - 3

Core Competency Skill Requirement (on a 1 to 5 scale with 5 being highest) : 

Communicating with Impact - 5

Building Sustainable Customer Relationships - 4

Initiative / Accountability - 5

Building winning teams - 5

Mobilising resources - 4

Innovation - 4

Championing Change - 4

Decision making / Analysis & judgment - 4

Business Acumen - 4

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