Service Delivery Manager - F&A - I2C 4D

Overview

Manage and own the end-to-end Order to Cash (OTC) process for the F&A I2C function with minimum supervision, leading a team of Managers and Assistant Managers and engaging US and EMEA clients.

What you'll do

• Manage and own the end-to-end OTC process with minimum supervision.
• Maintain strong customer relations and business acumen.
• Be responsible for all activities in the Order to Cash domain, including order management and fulfilment, credit management, claims, and collections.
• Stay aware of industry best practices and industry benchmarking, and create the vision from the as-is state to an improved process state.
• Manage client and process independently and with minimum supervision.
• Speak to US and EMEA based clients to discuss inputs and resolve queries and disputes.
• Use advanced and sophisticated methods to synthesize, clean, visualize and investigate data, delivering analytical recommendations aligned with business needs.
• Consult to identify risks and opportunities affecting business performance and convert them into analytical solutions and actionable insights.
• Actively manage business continuity plans for the process.
• Meet expected standards of timeliness and accuracy through prioritization of team tasks.
• Continuously coach and develop Managers and Assistant Managers, including hiring, assessing and documenting performance.
• Support team priorities and initiatives and effectively manage workload.
• Apply team management and negotiation skills, with a problem-solving attitude.
• Look out for automation opportunities to bring efficiency.
• Partner with Human Resources on client engagement staffing levels, employee development, performance issues, succession planning and retention.
• Confirm that proper escalation procedures are followed according to established business practices.
• Communicate effectively with team and management, identify issues affecting job performance, and escalate them to leadership.
• Understand and report on Service Level Agreements.
• Deliver required data for audit purposes.
• Drive the team to continuously improve key operational metrics.
• Identify QPA/RPA opportunities and work with the LDT team on implementation.
• Participate in governance meetings at country/region level and ensure collaboration between team members to meet deliverables.
• Make the accounting process controls established through internal policies operational.
• Perform daily quality checks on matching completed by the team.
• Update the FLM Cockpit daily.

What you'll need

• Bachelor's degree in Accounting, Commerce, Economics or Finance, or Master's degree in Finance.
• Required skills: Accounting, Accounts Receivable (AR), Accounts Receivable Collection, Accounts Receivable Management (ARM), Banking Capital Markets, Client Relations, Collections Management, Data Literacy, Data Visualization, Deductions Management, Lean Six Sigma (LSS), People Leadership.
• English language proficiency at Advanced (C1) level.
• Must have a problem-solving attitude.
• Should be able to speak to US and EMEA based clients.

Nice to have

• Exposure to Six Sigma training.

Details

• Location: Noida, India (Stellar, STPI).
• Work mode: Hybrid.
• Work shift: Day Job (India).
• Job type: Regular.