Finance Service Delivery Manager

Finance Service Delivery ManagerThe role of the Service Delivery Manager is a critical part of Service Management at MundiPharma responsible for monitoring and control of all the aspects which make up the Framework to support the Global Finance Shared Service Centre (FSSC). The Service Delivery Manager will drive service delivery, track and monitor issues, and promote streamlining of FSSC Operations. The scope of processes include Accounts Payable, Accounts Receivable, Record to Report and Master Data Management.Mundipharma are looking to recruit a Finance Service Delivery Manager, to join their Service Management team. The role holder will drive service delivery, track and monitor issues, and promote streamlining of FSSC OperationsResponsibilities & Key AccountabilitiesPerformance ManagementEmploy a data-driven approach to performance managementDefine and implement key service SLAs and process KPIs across FSSC OperationsConvert service & process metric reporting into actionable itemsReport to stakeholders on performance metrics as per FSSC governance modelAct as representative in key forums for FSSC across service and process performanceEnsure efficient resource utilisation and process optimisation for all services provided by FSSC (Offshore BPO)Act as the point of escalation to resolve issues and complaintsRelationship managementBuild effective relationships with external and internal customers of the FSSCPromote a culture of service excellenceEnsure service agreements are upheld by the FSSC and transparently reported to the wider business community Collaborate with stakeholders to escalate their issues and concerns and ensure the governance model is used to resolve issuesWork with key stakeholders across Finance and Commercial functions to ensure measures and metrics are fit for purposeEstablish regular cadence with internal and external stakeholders of the FSSCProcess LeadershipEstablish a culture of process excellence, continuous improvement and strong compliance across FSSC servicesWork with GPO's, Internal Controls and Internal Audit to ensure processes are optimised with necessary robust controlsAssign clear roles and responsibilities throughout the end-to-end processesSupport resolution of process issuesInteraction ModelsSupport the development of all metrics/reports within Power BI, ensuring data integrity and controls are embedded, in collaboration with the MundiPharma Reporting Catalogue.Work closely with the wider Power BI project to ensure alignment and reliability of data reportedDefine, Implement and continuously improve the interaction model between FSSC and its customers through Service Now.FSSC CommunicationEstablish a robust FSSC communication plan for all internal and wider business stakeholdersManage communications across all levels of governance e.g. Exco, SteerCo, Internal Customer BoardLeverage all available platforms to ensure effective communication and encourage self service via the FSSC interaction modelWhat you'll bringUniversity Degree or equivalent in Finance or AccountingService Delivery experience in a global companyExperience in managing large / complex operations & projects inc BPO and captive shared servicesContinuous improvement track recordEnd to end finance process understandingFinance shared servicesERP rollout programme, Project delivery, automation initiativesPharma industry processesFinance transformation experienceEnd to end enterprise processes understandingCoaches & manages people (direct and/or indirect), delegates effectively, cross-functional wow understanding, senior stakeholder management, strong negotiation skillsWhat we offer in returnflexible benefits packageopportunities for learning & development through our varied programmecollaborative, inclusive work environmentDiversity and inclusionBuilding an inclusive environment where people can thrive, grow and achieve their full potential is a priority. We believe this isn't just the right thing, but also the smart thing to do, as we focus on making a positive difference for our customers and their patients.About MundipharmaMundipharma is a global healthcare company with a presence across Africa, Asia Pacific, Canada, Europe, Latin America, and the Middle East. Mundipharma is dedicated to bringing innovative treatments to patients in the areas of Pain Management, Infectious Disease and Consumer Healthcare as well as other severe debilitating disease areas. Our guiding principles, centered around Integrity and Patients-Centricity, are at the heart of everything we do.

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