Job Description
Finance Service Delivery Manager
The 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 Operations
Responsibilities & Key Accountabilities
- Performance Management
- Employ a data-driven approach to performance management
- Define and implement key service SLAs and process KPIs across FSSC Operations
- Convert service & process metric reporting into actionable items
- Report to stakeholders on performance metrics as per FSSC governance model
- Act as representative in key forums for FSSC across service and process performance
- Ensure efficient resource utilisation and process optimisation for all services provided by FSSC (Offshore BPO)
- Act as the point of escalation to resolve issues and complaints
- Relationship management
- Build effective relationships with external and internal customers of the FSSC
- Promote a culture of service excellence
- Ensure 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 issues
- Work with key stakeholders across Finance and Commercial functions to ensure measures and metrics are fit for purpose
- Establish regular cadence with internal and external stakeholders of the FSSC
- Process Leadership
- Establish a culture of process excellence, continuous improvement and strong compliance across FSSC services
- Work with GPO’s, Internal Controls and Internal Audit to ensure processes are optimised with necessary robust controls
- Assign clear roles and responsibilities throughout the end-to-end processes
- Support resolution of process issues
- Interaction Models
- Support 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 reported
- Define, Implement and continuously improve the interaction model between FSSC and its customers through Service Now.
- FSSC Communication
- Establish a robust FSSC communication plan for all internal and wider business stakeholders
- Manage communications across all levels of governance e.g. Exco, SteerCo, Internal Customer Board
- Leverage all available platforms to ensure effective communication and encourage self service via the FSSC interaction model
What you’ll bring
- University Degree or equivalent in Finance or Accounting
- Service Delivery experience in a global company
- Experience in managing large / complex operations & projects inc BPO and captive shared services
- Continuous improvement track record
- End to end finance process understanding
- Finance shared services
- ERP rollout programme, Project delivery, automation initiatives
- Pharma industry processes
- Finance transformation experience
- End to end enterprise processes understanding
- Coaches & manages people (direct and/or indirect), delegates effectively, cross-functional wow understanding, senior stakeholder management, strong negotiation skills
What we offer in return
- flexible benefits package
- opportunities for learning & development through our varied programme
- collaborative, inclusive work environment
Diversity and inclusion
Building 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 Mundipharma
Mundipharma 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.