PURPOSE

Service Delivery Manager 1 oversees specialized functional support teams of Accounts payable, the travel and expenses, and treasury, Insurance and International Retirement Saving plan (IRSP). The role involves managing service delivery, promoting customer satisfaction, implementing process improvements, and ensuring adherence to service level agreements (SLAs), and ensures the maintenance and implementation of the Statement of work (SOW) and the Key Performance Indicators (KPIs). Additionally, the role collaborates with various stakeholders to refine processes and manage expenses and budgets and ensure the overall efficiency and effectiveness of the services.

On the functional side, he/she is responsible for the overall accounting data produced and/or validated by the Accounts payable, the travel and expenses, and treasury, Insurance and International Retirement Saving plan (IRSP) teams, in compliance with internal procedures. H/she is responsible for the accuracy and completeness of the financial closing and reporting of accounts of the services under her/his area of responsibility.

RELATIONSHIPS

• Internally interacts and works closely with the different teams in the Financial shared services, HQ stakeholders and other internal stakeholders to be able to deliver the services. In addition, s/he interacts with cross-functional teams to optimize operational processes and enhance service quality.
• Externally, interacts with banks, suppliers, tax authorities, shared service centers, other relevant government offices, humanitarian, or international organizations when the need arises.

ACCOUNTABILITIES AND RESPONSIBILITIES

Service Delivery

• Has full responsibility for service delivery and business continuity for the Accounts payable, the travel and expenses, and treasury, Insurance, and International Retirement Saving Plan (IRSP).
• Identifies and prioritizes service improvements and propose changes.
• Leads the transition of new services to the finance shared services in collaboration with the relevant functions and specialists.
• Manages the expense and budget of the services and escalate timely to her/his supervisor when there is over or under implementation.
• Ensures that the provisions in the SLA and SOW are fully implemented and maintains an updated catalogue of services.
• Establishes the appropriate governance for managing and monitoring SOWs and Key performance Indicators (KPIs) with the relevant stakeholders.
• Manages the capacity required to deliver the services within the service catalogue and ensures customer satisfaction.

Functional Delivery

• Overall accountable for the quality and accuracy of the accounting data entry and reporting for the services under her/his area of responsibility.
• Supervises the team leaders who oversee the Accounts payable, the travel and expenses, and treasury, Insurance, and International Retirement Saving Plan (IRSP) services.
• Ensures seamless and accurate communication flow among the team leaders, other teams with in FSS and the clients.
• Designs, writes, and implement an internal control system that guarantees reliable accounting data and their compliance with legal and international financial reporting standards (IFRS). Maintains and communicates related documents.
• Oversees the accurate bookkeeping and archiving with appropriate supporting documents for all services.
• Performs high level integrity checks of accounting entries and account balances for the services under her/his responsibly.
• Oversees the maintenance of sound accounting documentation to meet external and internal audit requirements for all services under her/his responsibility.
• Offers solution to any reported anomalies or other issues on timely basis and escalate it to his/her supervisor if the case is complex.
• Oversees the annual and monthly closing activities both in terms of meeting deadlines and ensuring quality of accounting data for the services under her/his responsibility.
• Accountable for the support and training of his/her teams, the finance and non- finance teams about the services under her/his area of responsibility.

People Management Responsibilities

• Understands and supervises the Performance Management & Development (PMD) activities for employees under their supervision.
• Makes sure that deadlines for the PMD cycle are met.
• Engages in ongoing and continuous feedback and support, particularly for employees under their supervision, but also other staff members.
• Organizes regular meetings within their team to ensure optimal coordination of the work and proper flow of information.
• Ensures that job descriptions for employees under their supervision are up to date; seeks feedback and support from the HR Department if needed.
• Plans and coordinates the annual leave of the employees under their supervision ensuring continuity of the operations throughout the year and making sure that there are no outstanding holiday balances at the end of the year.
• Coordinates and supports the employees under their supervision in their personal development by coaching and advising them on internal and external training and development possibilities.

SELECTION REQUIREMENTS

• CPA (Certified Public Accountant) in good standing.
• Minimum 8-10 years’ experience in Accounting/Finance position.
• Minimum 3-4 years’ leading/managing a team in a shared service centre.
• Experience in the management of Accounts Payable, Travel and Expense, Treasury, Insurance, and International Retirement Saving Plan (IRSP).
• Excellent Computer proficiency – Technically proficient in Microsoft Office environment – Excel, PowerPoint, Word, SharePoint and Orbus.
• Sound knowledge and experience in ERP (JD Edwards and PeopleSoft).
• Certification in Lean management / Lean Six sigma at Green/Black belt level will be an advantage.
• Experience in process mapping, analysis, and quality reviews.
• Experience in an international organization or non-governmental organizations.
• Experience in change management, managing critical clients and good negotiation skills.
• Excellent command of written and spoken English (Knowledge of French/Spanish/Arabic is a strong asset)
• Experience in managing regional accounting is a strong asset.
• Experience in establishing goals, Key performance indicators (KPIs) and Service Level agreements (SLAs).
• Knowledge of internal control systems and best practices in financial accounting.
• Strong organization, planning and analytical skills.
• Excellent interpersonal skills and capacity for collaborative teamwork across disciplines.
• Hybrid working modalities (on site work preferred).

WHAT WE OFFER

• Diverse and humanitarian-minded workforce
• An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide
• Training opportunities
• Flexible work schedule