Head | Shared Services | BPO | CA

Head - Shared Services

Industry - BPO / ITES
Category - Finance
Skills - Shared services, finance, Record to Report, R2R, Chartered Accountant, transformation, operations, service delivery, BPO
Job Description

- Build and lead a world class Finance shared services organisation in Thane

- Drive business optimisation using both cost and skill arbitrage

Client Details :
Our client is a European manufacturer with a strong global presence. With a 30+ year history in India and a large presence in the country, our client plans to initially build a finance shared service centre to cater to India before expanding the operations globally
Description :
The Head - Shared Services is based in Thane. Responsibilities will include :
Operations Management :
- Ensure day-to-day Process and Customer Management of shared services

- Ensure efficient and effective resource utilisation through optimal organization design, structure, load balancing, cross training, and using effective usage of technology and workflow tools

- Focus on optimal utilization of ERP and new age Technology. Explore and bring in relevant new age technology to drive process efficiencies, service effectiveness and enhanced customer experience

- Manage & ensure zero surprise service delivery as per agreed SLAs and KPIs, ensure compliance

Performance Measurement & Management :
- Develop, monitor and evolve appropriate performance measures for the process teams

- Work closely with Technology teams to leverage and optimize technology and work flow tools to track metrics for operations as well as process teams

- Drive goal setting for the team, aligning operational process team goals and performance measures with the strategic goals and measures of the SSC

- Display visible dashboards of performance within SSC and for circulation to Customers

- Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement performance improvement plans to close process gaps.

Customer Delivery, Relationship & Stakeholder Management :
- Understand the big picture, upstream requirements and work closely with senior management for effective delivery and customer experience

- Bring entrepreneurial mindset to operations and business to provide appropriate service performance metrics and reports to deliver value to clients and organization

- Display a good executive presence and manage internal & external partners

- Provide performance reports to customers and ensure process improvements that reduce non-value-added work in the process and add value to the business.

- Implement Customer Survey once a year and ensure supportive actions to enhance service
Controls and Compliance :
- Ensure appropriateness of internal controls built into the process as standard procedures

- Monitor adherence to these internal controls, using best practices as per group standards

- Initiate operational audits/reviews to ensure integrity of accounts and data, including regular review of SODs, MDM and partner to deliver the review of ICFR

- Identification and implementation of procedural and policy improvements on an ongoing basis to deliver differentiated levels of service.

- Manage Business Continuity Plan and act as a first level escalation

- Accountable for Procedures regarding data protection & security and confidentiality of data and manage the implementation of these policies and procedures

People Management :
- Ensure that the SSC is staffed and trained with people right skills and talent to enable customer delivery and organizational controls.

- Guide, monitor, manage, engage and develop the direct reports and the team to drive superior performance and build/ nurture customer relationship

- Accountable for employee satisfaction and act to ensure that service oriented culture is built and sustained.

- Ensure performance management to reward good performers and build career progression in line with the talents
Capabilities, Transformation & Expansion :
- Act as a Process mentor / champion for process improvement initiatives

- Understand, build, monitor capabilities of SSC as per accepted global standards and work to enhance capabilities to become Centre of Excellence

- Create and execute roadmap to transform operations using deep domain/ F&A expertise and latest technologies. Own the implementation of new technologies to improve overall operations
Profile :

As a successful Head - Shared Services you will be based in Thane. An ideal candidate is as follows :

- Chartered Accountant with min 15 years of experience.

- Preferred experience in SSC/BPO Operations

- India to India Shared Services Experience (either Captive or BPO)

- Transformation experience is a must with fair exposure to new-age technology like RPA/ AI

- Candidate should have strong accounting knowledge, good communication skills and general management capabilities having exposure to manufacturing setup with proven experience in managing F&A processes like Accounts Payable, Accounts Receivable, General Ledger, Taxation processes and Transformation experience is a must with fair exposure to new-age technology

- The candidate should have strong accounting knowledge and analytical skills. The candidate should be strong on analytical thinking, deeply data driven, with hands on experience on MIS & Reports, strong customer service and business partnering ethos

Job Offer :
- Be a part of the transformation journey of an established MNC in India

- Good culture, work life balance and career progression opportunities