EMEA Finance Service Delivery Manager

Important multinational Group is looking for an EMEA Finance Service Delivery Manager & Process Leader for their 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. Experience working in a SSC or HQ will be a plus. Excellent English level is a must. Hybrid workplace. Office in the center of Madrid.

Client Details

Important multinational Group is looking for an EMEA Finance Service Delivery Manager & Process Leader for their SSC based in Madrid. The selected person will be responsible for guaranteeing that the service being provided by the Financial SSC to each of the group companies is adequate, meets the quality standards defined by the Group, reviews existing processes and proposes process improvements. Improvement of efficiency and productivity of the service provided by the SSC.

The ideal candidate will have experience working as a Service Manager/ Process Leader/ Project Manager/ Global Process Owner, or similar, specialized in the financial department of an important multinational group. A person who has worked in the financial department of a multinational group, but who has been directly involved in this type of responsibilities in addition to the day-to-day functions of his position, could also fit. It is essential to have experience working in a multinational company and it would be a plus to have worked in an SSC/ Cluster/ Headquarter. Very high level of English is essential. Hybrid work format. The office is in the center of Madrid.

Description

Job Summary

This pivotal role is integral to the success of the Shared Service Structure and will report directly to the SSC Managing Partner, holding a vital position within the local Senior Management team. 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.

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 and lead 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.
• Liaise with the SSC Operations Director monthly to deliver a consolidated overview list on all SRM meetings held highlighting actions required to remediate issues within a timely manner
• 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 SSC Compliance Manager to discuss significant service issues and deviations to ensure adherence to internal controls across all environments
• 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.
• Participate in global service meetings convened by the SSC Operations Director, engaging with Service Leads from each SSC to exchange feedback and propose improvement ideas.
• 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.

Profile

• Degree in Business, Accounting, or similar.
• The ideal candidate will have experience working as a Service Manager/ Process Leader/ Project Manager/ Global Process Owner, or similar, specialized in the financial department of an important multinational group.
• A person who has worked in the financial department of a multinational group, but who has been directly involved in this type of responsibilities in addition to the day-to-day functions of his position, could also fit.
• Experience in a multinational environment managing and monitoring service levels delivered in the finance department.
• Demonstrate strong functional expertise and understanding/interest in end-to-end business service and processes.
• Proven track record in managing service delivery and meeting SLA targets.
• Strong understanding of SSC operations.
• It is essential to have experience working in a multinational company and it would be a plus to have worked in an SSC/ Cluster/ Headquarter.
• Proficient in MS Ecosystem (Excel, PowerPoint, SharePoint, Outlook etc.)
• Excellent English level is a must.
• Additional proficiency in Spanish, Dutch, German or French would be a plus.

Competences

• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Excellent analytical skills with the ability to interpret data and identify trends.
• Proven track-record in successful leadership.
• Energetic, detailed oriented, able to adhere to deadlines in a timely manner.
• Strong organizational skills.
• Strong problem-solving abilities with a proactive approach to addressing issues.
• Excellent client facing communication skills for negotiation & reconciliation.
• Confidence in dealing with and building relationships both internally and externally.
• Commitment to providing the highest level of support and quality.

Job Offer

• Salary package: Around 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.