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Service Delivery Excellence Manager - Shared Services (Remote, NORTHEAST REGION)

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Vietnam

Offer summary

Qualifications:

Bachelor's degree in related field., 7-10 years of progressive experience., PMP certification is a plus., Lean/six-sigma certification is a plus., Experience in shared service organization..

Key responsabilities:

Manage project tasks and communication channels.
Create processes for onboarding companies and employees.
Report on client support during onboarding.
Document business requirements and process improvements.
Build relationships with internal customers for solution implementation.

Teamshares

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Job description

Summary

Reporting to the Shared Services Leader at My Financial Partner (MFP), Teamshares Inc., this key role comes to our team with proven success using continuous improvement, project management and technology/automation disciplines to build and improve upon shared services related accounting and finance functions. Key characteristics would include being process oriented, analytical, innovative, and being comfortable with ambiguity while establishing clear practices during business process changes and back-office transformations. Role serves as a key change agent to facilitate Client (Network Company) onboarding, shared services personnel training on new processes, systems, and to monitor the service level performance according to established SLAs (service level agreements) in effect. Working collaboratively with the team, this role also assists in the identification, prioritization, design and support of complex business solutions. Deep collaboration and ability to influence key stakeholders are keys to success.

Responsibilities

Following project management (PM) best practices, set up and manage PM tools, project tasks scheduler and communication channels for daily shared services (MFP) operations.

Create and execute processes for onboarding new companies and new employees while monitoring the acceptance of established processes and policies.

Report on progress/completion of client support during onboarding and transitions

Execute using a Client Interaction Framework between MFP, the finance team, and network companies (e.g. Slack channels, emails, Notion etc.).

Lead the gathering and documentation of business requirements, design process and functional improvements, audit operational procedures and identify opportunities for improvement and organizational impacts related to new business solutions. Performs planning, verification and validation, cost and risk, and complete system analysis.

Build and improve upon process documentation using process flow charts and tools

Focus on business process analysis. Facilitate and ensure broad integration of business processes, systems and provides guidance on business implications of any proposed changes to various applications systems.

Define measures of success with business as it relates to projects, collect and analyze results and track costs and savings.

Facilitate conceptual phase of projects to stimulate discussions with stakeholders from different lines of business.

Collects and defines business requirements and translates into functional outcomes for simple to complex projects and manages the creation of training documentation and delivery.

Develop and manage strong working relationships with internal customers, share information where appropriate, and integrate activities with various functional departments to ensure the successful implementation of business solutions.

Other MFP administration will work directly with the Shared Services Lead on the following:

Ensure correct access has been granted to appropriate team members to the relevant systems

Oversee MFP’s key productivity indicators and cost allocation charge-outs

Support employee transitions in MFP

Ability to travel 1-2 times per quarter (within the United States)

Qualifications

Bachelor's degree in related field.

Minimum 7-10 years of related progressive experience in related roles.

PMP certification is a plus.

Lean/six-sigma certification is a plus.

Knowledge, Skills and Abilities

Experience working in a shared service organization.

Working knowledge of common ERPs is a plus (e.g. NetSuite, QBO).

Demonstrated ability to effectively lead, develop, communicate, and gain support for execution plans with a wide range of stakeholders.

Demonstrated ability to apply project and change management disciplines to change efforts

Strong communications (oral and written), collaboration, and analytical skills, ability to foster teamwork, build relationships, effectively resolve conflict.

Ability to identify potential people-side risks and anticipated points of resistance and develop specific plans to mitigate or address concerns.

Proven analytical capabilities, in-depth knowledge and first-hand experience with using process. improvement and quality assurance to improve customer service.

Demonstrated experience with process mapping and workflow toolsets.

Familiarity with automation tools (e.g. Power-Automate).

Live the company values and make an impact!