- 1. Service Delivery Governance & Stakeholder Management
- SAM Leader acts as Service Management Head
- Own end-to-end service delivery governance across assigned markets.
- Serve as the primary interface for BMU CFOs and GMs, building trusted stakeholder relationships and managing escalations
- Lead Monthly and Quarterly Service Reviews
- Represent voice of customer within SSC / BMU Face in SSC
2. Financial Control & Compliance
- Act as Market Controller for assigned markets.
- Oversee month-end, quarter-end, and year-end close governance.
- Ensure reporting accuracy, financial integrity, and balance sheet hygiene.
- Support statutory audits and ensure compliance with SOX and internal control requirements
3. Service Performance & Insights
- Define and govern SLAs (review SLA performance and publish dashboards), KPIs, and Reverse SLAs.
- Own service performance reporting and dashboard governance.
- Ensure recurring service issues are addressed through sustainable process improvements and root cause analysis for major issues.
- Monitor and communicate service performance, risks, and improvement actions to leadership.
4. Escalation and Issue Management
- Day-to-day operations managed directly with SSC teams
- Only escalations routed via SAM (not routine/operational activities)
- SAM acts as single escalation owner and ensures resolution
Key Responsibilities:
- 1. Service Delivery Governance & Stakeholder Management
- - SAM Leader acts as Service Management Head
- - Own end-to-end service delivery governance across assigned markets.
- - Serve as the primary interface for BMU CFOs and GMs, building trusted stakeholder relationships and managing escalations
- - Lead Monthly and Quarterly Service Reviews
- - Represent voice of customer within SSC / BMU Face in SSC
2. Financial Control & Compliance
- - Act as Market Controller for assigned markets.
- - Oversee month-end, quarter-end, and year-end close governance.