The position exists in order to execute the objectives set by the organization, meet the SLA’s, identify and implement improvements in the process, working towards customer satisfaction with the objective of meeting the customer SLA’s and simplifying the processes within the limits of GSC Organization guidelines
o Business Performance – contribute to business performance by the way of ensuring contribution margin across customers are profitable/positive. Ensure the process has strong controls so there is no revenue leakage
o Ensure all processes are performed as per the agreed terms in Service Level Agreement – Timely & Accurate.
o Ensure compliance to Performance Management Framework. Track and monitor other KPI’s related to the process.
o Focus on people engagement by motivating and coaching highly energised team to deliver organisational outcomes with an owner’s mindset.
o Ensure Standard Operating Procedures (SOP) and SLA’s are maintained for all processes handled.
o Maintain all relevant documentation -SOP’s are kept updated for all activities done.
o Have a continuous improvement mind-set; identify improvement in day to day process Eliminate waste; provide suggestions for automating processes to facilitate efficiency improvements. Implement Cost Saving Value Addition Projects Identify & implement areas of service delivery improvement; give recommendations to responsible parties to ensure qualitative improvement in the service delivery. Ensure best practice is shared among other teams in the GSC
o Stakeholder communication: Regularly participate and take necessary call discussions with Business Partners Timely & professional interaction with Business Partners Stakeholders Communicate & Co-ordination with other teams within GSC.
o Ensure that all major risks are identified, documented and appropriately dealt with.
o Actively participate in relevant business contingency testing. Support other GSC’s during contingency procedures.
o Strict adherence to APM-M Group culture, values and reputation and ensure compliance with APM-M Group and CB policies.
Primary internal stakeholders
CSO Business Controllers
GSC counter parts across sites
Required qualification, experience & skills
· Graduate, ideally Finance and Accounting.
· 6 years of leadership Experience
· Complete understanding of end to end SCM business/ internal processes
· Basic knowledge of capacity management/preparing staffing plan
· A minimum of 4 years’ experience in financial role.
· Excellent verbal and written communication and presentation skills.
· Experience working in a global business environment, including cultural aspects
· Highly result oriented, ready to take challenges/collaborate with cross functional teams and able to work under pressure
· Capacity to handle change, stay open to different ideas and support for positive change
· Understand work in an agile manner, High analytical / problem-solving skills
· Strong Process and people leadership skills
· Proactive leader with customer service mindset
· Large scale improvement (standardization and process capability) implementation experience
· Service Level Agreement Compliance
· Employee engagement & retention
· Value add contributions to the business (cost savings, revenue generation)
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