Finance Service Delivery Manager

International fmcg-fast-moving-consumer-goods
  • Ensure expectations and service delivery requirements of all divisions are being met by the Global Shared Services Operations teams
  • Act as the highest escalation point and ensure escalations are appropriately actioned and resolved by team members
  • Monitor and report on all of service delivery metrics and liaise with the Finance Operations Manager to manage issues/ required improvements
  • Assist to standardize and simplify the standard query resolution processes
  • Actively lead communications with key stakeholders regarding GSS service results and areas of improvement
  • Lead the identification of ongoing changes in GSS scope and ensure appropriate planning measures are taken with internal and external stakeholders to assess and make appropriate decisions
  • Engage with Business Unit Finance Leads to gain GSS performance feedback, drive process compliance and gain recommendations of innovation and improvements
  • Work closely with business stakeholders to drive the customer relationship and ensure there is ownership and responsibility for the delivery of all GSS services
  • Ensure team effectively facilitate gathering of information from the divisions for process improvements or changes, review recommendations from Process Improvement & CI Senior Manager, Business Process Managers and Business Process Analysts on changes and formulate plans for improvement and lead communications and change processes back into the business