Manage relationships with customers at the senior management level and ensure customer
satisfaction: grow the business unit revenue and profitability by identifying opportunities with the customer.
Developing procedures that adhere to client policies.
Provide archiving and records retention in accordance with client policies
Provide internal audit support, as requested
Co-ordinate and analyze operational and service management metrics and reports service management metrics and reports
Identify trends in the front end data capture and validation process metrics, develop and maintain processes and procedures
Review and analysis of periodic reports and metrics.
Ensure Service Level Agreements for the business are met.
Responsible for creating and providing functional and operational reports to executive management
Identification of standard reports for appropriate metrics and audience (e.g. Client business units, service management, client corporate)
Assist management with career development activities for team members, team leaders and managers, including performance management, feedback and training.
Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met.
Responsible for attrition management and arranging for back fills on a timely basis
Key Skills Required:
Should have in-depth knowledge of managing F&A operations metrics - depth and width - (ability to see the larger picture and have in-depth know-how of processes.)
Ability to interact and manage multiple customers and handle escalations