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

1. Service Governance & Operating Model

- Establish and manage the Finance SMO framework, including governance cadence, service reporting, and escalation protocols
- Define 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 partners
- Ensure alignment with Target Operating Model (TOM) and finance transformation objectives

2. SLA / KPI Management & Performance Oversight

- Define and track service level agreements (SLAs), KPIs, and operational metrics
- Own performance dashboards covering quality, timeliness, accuracy, and productivity
- Conduct monthly/quarterly service reviews with stakeholders and vendors
- Identify performance gaps and drive corrective action plans

3. Vendor & BPO Management

- Act as the primary interface for BPO partners for service delivery governance
- Monitor contractual compliance, SLAs, and commercial levers (e.g., penalties, incentives)
- Drive service improvement plans (SIPs) and productivity commitments
- Support vendor selection, onboarding, and transition governance

4. Transition & Change Management





- Govern transition of finance processes (e.g., US to GCC/BPO) ensuring minimal business disruption
- Establish stabilization frameworks (hypercare, ramp-up metrics, defect tracking)
- Drive change management and communication across global Finance stakeholders
- Ensure knowledge transfer completeness and process documentation quality

5. Continuous Improvement & Transformation

- Lead automation, digitization, and process optimization initiatives
- Drive Lean / Six Sigma improvements to enhance efficiency and quality
- Identify opportunities for cost optimization and productivity gains
- Support broader Finance transformation and GCC scaling initiatives

6. Stakeholder Management & Business Partnership

- Act as a trusted partner to Finance leadership (CFO, Controllers, FP&A;)
- Provide insights from service data to drive decision-making
- Manage cross-functional alignment with IT, Procurement, HR, and Operations
- Ensure high levels of stakeholder satisfaction and service experience

Key Deliverables

- Robust Finance SMO governance framework
- SLA/KPI dashboard with actionable insights
- Successful transitions with minimal disruption
- Improved BPO/vendor performance & cost efficiency
- Strong audit compliance and control adherence
- Measurable 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 reduction
- Audit findings / SOX compliance metrics
- Stakeholder satisfaction scores

Qualifications & Experience

- CA / CPA / MBA Finance or equivalent
- 12 18+ years of experience in Finance operations, controllership, or shared services
- Strong experience in GCC / BPO / outsourcing models
- Proven track record in service management, governance, and transformation
- Exposure to SOX / ICFR compliance frameworks

Core Competencies

- 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)

Preferred Attributes

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

We are an equal opportunity 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 This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying

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