SERVICE DELIVERY LEAD R2R

Job Description

  • Job Title Distribution & Delivery/Courier

Description


Job Description
48,000 people. 49 countries. Over 120 office locations.
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Position Title (Global):
Service Delivery Lead R2R wes (Worley shared services)
Purpose of Position
Worley SSC Product Management team integrates people, processes The Service Delivery Lead is responsible for the strategy, roadmap, and feature definition for that product or product line. The incumbent will analyze the market and competitive environment to define a differentiated product vision that delivers unique value. This role spans many types of activities, working with cross-functional teams from strategic to tactical. This includes bridging the gap between the customer expectations and operations delivery.
Responsibilities
Overall global delivery of Services associated with the R2R Tower.

Meeting all Service Levels and contractual commitments for the respective Tower.

Guidance and direction to Service Delivery Center management and staff on the delivery of F&A services and service related issues.

Actively participate, lead, and attend respective Tower governance meetings such as the Service Delivery Committee meetings.

Respond to requests for changes and new services specific to the Tower.

Work with the Delivery Center management on ongoing improvements.

Maintain regular and effective communication with Locations in accordance with approved governance /interaction models. This communication will include proactive identification of issues, insuring support for future strategies, identification of key business changes effecting the tower and updates on performance.
Insure all in-scope policies and procedures are followed by all employees and all regulatory requirements are met.

Work with Vendors to ensure resources are trained and have the appropriate skills to meet both Internal and Location performance expectations including meeting all service levels and internal continuous improvement targets.
Knowledge and Management
Solid experience in R2R activities including month end close cycle
Exposure to FP&A , indirect taxes centralized activities leaning towards the knowledge on how this is transitioned from decentralized to centralized and exposure to centralized treasury back office accounting function will be be an added advantage
Accounting for payroll transactions including reconciliations and/or payroll administration
Responsible for understanding customer requirements, defining and prioritizing features, and then working with the operations team for execution, as well as retention and governance of accounting policy and activities.
Accountable for product cost management by taking a data-driven approach through forecast and continual analysis of resources, processes, and opportunities.
Vendor management
Manage service quality of engaged KPOs third party vendors to achieve agreed performance level and optimal cost utilization.
Work with vendors, both internally and/or externally, to overcome constraints and strategies to effectively deliver the products to the customers as promised.
Partner with third party service provider, business stakeholders, controls, IT and other support functions to provide seamless service delivery and innovative projects
Identify and implement process improvement opportunities across the R2R cycle (including upstream process)
Stakeholder Management
Manage escalations from business stakeholders with the primary objective of achieving overall WES-wide operational KPI by coordinating with internal and external (vendor) teams on their service delivery quality and resolution.
Lead governance calls with various functions and vendors to build and maintain an effective working relationship in achieving alignment on business goals and strategy.
Propose the Finance Catalogue scope of services and act as an advisor to the services offered.
Provides quality customer service and collaborate with all streams in the WES
People Management
Drive towards a culture of service excellence that goes beyond meeting customer expectations
Accountable for the overall team performance, based on KPIs set each fiscal year which are aligned to SLAs and business goals.
Develop operational contingency plan to ensure business continuity at all times, and manage resource staffing and rostering.
Train the team with the skill to identify and build business requirement according to stakeholders' demands while considering system limitations and compliance to guidelines.
Coach team to build and manage employee capacity, support professional development, review and assess performance, and enable employees to maximize their contribution.
Qualifications
Knowledge
Possess at least a Bachelor's Degree in Accounting or Finance, professional accounting qualifications will be an advantage.
Overall experience of 12-18 years with strong process knowledge across R2R, in SLA reporting & service level quality monitoring.Have 5+ years of experience within the shared service industry
Experienced in communicating complex issues and data concepts to people, liaising with operations and to improve technical expertise regarding products offered, and ability to synthe data, are essential.
Sound knowledge of system tools specifically Oracle, Hyperion, ServiceNow, MS Excel and Visio
Skills
Thought leadership, strategic thinking, strong analytical and continuous improvement skills are essential.
Innovative and resourceful with the ability to advise and provide recommendations as business solutions.
Strong change management and effective project management skill
Good interpersonal skill to establish networks and build rapport.
Effective communication skill
Fluent in English language verbal and written
Proven ability to build and motivate a team to achieve well-communicated expectations.
Attributes
Role-based attributes:
Service-oriented, solution-focused, sense of urgency, and exemplary professionalism
Flexibility in working different timezones as-and-when support is needed
Demonstrated agility and able to excel in a dynamic environment
Innovative thinking with strong sense of business acumen
Proven leadership capabilities
Attention to details
Openness to learn
Self-starter and resilient
Intrinsically-motivated
What we offer you
Providing an agile culture and challenging work opportunities results in a positive work environment. Our people enjoy competitive compensation packages and a fun, personal, collaborative and safe working environment. We value equal employment opportunity and are committed to promoting fairness, equality and diversity.
Our policy is to conduct background checks for all candidates who accept an offer of employment with us.If you have the passion and talent to keep up, it's time to test the limits of what you can become. Find your future with Worley.
   
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