Job Title

Senior Manager – Service Management Office (Finance)

Location:

Bangalore, India

Role Purpose

Lead the Service Management Office (SMO) for Finance operations, ensuring service delivery excellence, governance, performance management, and continuous improvement across captive and outsourced (BPO) environments. The role drives standardization, SLA adherence, operational resilience, and stakeholder alignment as part of the finance operating model.

Key Responsibilities

Service Governance & Operating ModelEstablish and manage the Finance SMO framework, including governance cadence, service reporting, and escalation protocolsDefine and enforce global service management standards across Finance (Record-to-Report, Order-to-Cash, Procure-to-Pay)Drive standardization of processes, KPIs, and service catalogs across regions and delivery partnersEnsure alignment with Target Operating Model (TOM) and finance transformation objectives SLA / KPI Management & Performance OversightDefine and track service level agreements (SLAs), KPIs, and operational metricsOwn performance dashboards covering quality, timeliness, accuracy, and productivityConduct monthly/quarterly service reviews with stakeholders and vendorsIdentify performance gaps and drive corrective action plans Vendor & BPO ManagementAct as the primary interface for BPO partners for service delivery governanceMonitor contractual compliance, SLAs, and commercial levers (e.g., penalties, incentives)Drive service improvement plans (SIPs) and productivity commitmentsSupport vendor selection, onboarding,



and transition governance Transition & Change ManagementGovern transition of finance processes (e.g., US to GCC/BPO) ensuring minimal business disruptionEstablish stabilization frameworks (hypercare, ramp-up metrics, defect tracking)Drive change management and communication across global Finance stakeholdersEnsure knowledge transfer completeness and process documentation quality Continuous Improvement & TransformationLead automation, digitization, and process optimization initiativesDrive Lean / Six Sigma improvements to enhance efficiency and qualityIdentify opportunities for cost optimization and productivity gainsSupport broader Finance transformation and GCC scaling initiatives Stakeholder Management & Business PartnershipAct as a trusted partner to Finance leadership (CFO, Controllers, FP&A;)Provide insights from service data to drive decision-makingManage cross-functional alignment with IT, Procurement, HR, and OperationsEnsure high levels of stakeholder satisfaction and service experience

Key Deliverables

Robust Finance SMO governance frameworkSLA/KPI dashboard with actionable insightsSuccessful transitions with minimal disruptionImproved BPO/vendor performance & cost efficiencyStrong audit compliance and control adherenceMeasurable productivity and service quality improvements

Key Performance Indicators (KPIs)





SLA adherence (% on-time, error rates, cycle times)Service quality (defect rates, rework %)Transition success (stabilization timelines, issue leakage)Productivity improvement (% efficiency gain)Cost to serve reductionAudit findings / SOX compliance metricsStakeholder satisfaction scores

Qualifications & Experience

CA / CPA / MBA Finance or equivalent12–18+ years of experience in Finance operations, controllership, or shared servicesStrong experience in GCC / BPO / outsourcing modelsProven track record in service management, governance, and transformationExposure to SOX / ICFR compliance frameworks

Core Competencies

Service Management & GovernanceFinancial Process Expertise (R2R, O2C)Vendor & Contract ManagementData-driven decision-makingChange & Transition LeadershipStakeholder management at senior levelsContinuous improvement (Lean / Six Sigma preferred)

Preferred Attributes

Experience building or scaling SMO in a GCC environmentStrong digital/automation mindset (RPA, analytics, AI tools)Ability to operate in a matrixed, global organization

We are an equal chance employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities

Service Management & Governance Financial Process Expertise (R2R, O2C) Vendor & Contract Management Data-driven decision-making Change & Transition Leadership Stakeholder management at senior levels Continuous improvement (Lean / Six Sigma preferred)

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