- Finance SSC of important multinational Group|Excellent English level is a must. SSC or HQ experience will be a plus
Important multinational Group is looking for an EMEA Finance Service Delivery Analyst & Process Leader for their Finance SSC based in Madrid. The ideal candidate will have minimum 3-5 years of experience in a multinational environment managing and monitoring service levels delivered in the finance department/ Finance Process Leader/ Finance Global Proces Owner, or similar. Excellent English level is a must. Workplace type: Hybrid.
Job Summary
This pivotal role is integral to the success of the Finance Shared Service Structure. Responsibilities encompass managing and monitoring service levels delivered by the Group SSC Functional Leads to the Group Operating Companies, overseeing service interactions, conducting quality assessments, and driving improvements. The role ensures adherence to SLAs, alignment to the Group Targeting Operating Model, and timely resolutions of escalations, all while maintaining the highest level of customer service while developing lasting customer relationships within the SSC and the Operating Companies.
Furthermore, the role entails directing and coordinating the global strategy of the SSC organization in alignment with the Global Target Operating Model, while adhering to set processes, Company Policies and Procedures, and Internal Control compliance. Additionally, this role is responsible for ensuring and continually improving the performance, productivity, and efficiency of the SSC organizational operations through the provision of effective methods and the global strategy.
The role also requires the individual to assess, suggest and outline improvements to optimize automation and efficiency, collaborating with the SSC Managing Partner, Function Leads and wider global SSC team, whilst ensuring the country SSC continually provides a best-in-class quality of customer service to its serviced operating companies.Responsibilities
- Ensuring that SSC Functional Leads are fully informed about their teams' objectives and service delivery standards, overseeing team performance, and confirming that services meet agreed SLAs.
- Coordinate monthly service review meetings with each Operating Company in conjunction with other functional leads.
- Prepare and upkeep service review presentations for each serviced Operating company, ensuring comprehensive coverage of key issues raised and accurate updating of scorecards as required.
- Possess a comprehensive understanding of global Key Performance Indicators to enable the SSC to accurately measure its performance and effectively relay feedback provided by the operating companies.
- Serve as the primary point of contact to manage and promptly resolve escalations received from Senior Management of both operating companies and SSC Central Team.
- Ensure each functional manager has appropriate capacity to accurately provide the necessary metrics to complete the service decks each month.
- Provide exemplary customer service to the operating companies, including maintaining customer relationships and swiftly and professionally addressing any concerns or complaints through collaboration with relevant Functional Leads.
- Possess a comprehensive understanding of all functions serviced by the SSC team, offering appropriate support as directed by business requirements.
- Support in ensuring adherence to the Group Target Operating Model across all functions, supporting management efforts for consistent implementation and compliance.
- Compile and document a monthly management pack outlining service achievements and obstacles from both the SSC and Operating Company perspectives, for review by the SSC Central Team.
- Collating and consolidating key SSC metrics to be part of the presented monthly management pack.
- Collaborate with the Senior Management team to implement directives from the Central Management team, focusing on deploying strategic plans for efficiency optimization, streamlining operations, and reducing costs.
- Assist in the development and rollout of Service Management improvements as directed by the SSC Operations Director.
- Facilitate structured training sessions for new processes and tools introduced within the service function to ensure effective implementation and understanding among team members.
- Remain actively involved and play a pivotal role in all future migrations, ensuring seamless rollout of service delivery processes that are comprehensively understood and aligned by both the SSC and Operating Company.
- Attend sessions during the migration phase to facilitate a smooth transition into standard service reviews once the migration has stabilized.
- Proactively monitor application performance, promptly identifying any issues and ensuring appropriate escalation within the business to address poor performance or highlight improvement requirements.
- Salary package: Around 50.000 - 55.000 euros fixed salary.
- The final offer will depend on the real experience demonstrated along the process.
- Opportunities for professional growth and development.
- Workplace type: Hybrid.
- Job location: the office is in the center of Madrid.
- Job managed by: Guillermo Recoder.
