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Operations Manager / Associate Delivery Manager – F&A; Services

ARDEM Data Services Private Limited
UNIT No B-1/ 5th Floor 504 & 505 DLF MY PAD, Vibhuti Khand Gomti Nagar, Lucknow – 226010, India

Telephone: (phone hidden)
Email: [email protected]

Position: Operations Manager / Associate Delivery Manager – F&A; Services (R2R / P2P / O2C)

Location: India – Work From Home (Remote)

Shift: US Business Hours (Night Shift, IST)

Experience level: 8–12 years

Reports to: Senior Delivery Manager / Portfolio Director

Span of control: 4–5 Team Leads across 15–25 client assignments

Position Overview

We are seeking a highly operational, metric-focused, and data-driven Operations Manager / Associate Delivery Manager to lead a critical segment of our Finance & Accounting (F&A;) d Services portfolio. You will take complete operational ownership of 4 to 5 Team Leads managing approximately 15 to 25 distinct client assignments. These assignments cover end-to-end transactional and general accounting functions: Record-to-Report (R2R), Procure-to-Pay (P2P), and Order-to-Cash (O2C).

This position requires a hands-on financial operations leader who excels at driving process stability, ensuring rigorous internal governance, and maintaining strong day-to-day operational relationships with US-based stakeholders during their business hours. The role focuses entirely on operational delivery, resource utilization, and SLA compliance. There is no direct P&L; ownership.

This is a full time work-from-home role. The detailed home-office requirements are listed below and are a condition of selection.

Key Responsibilities

Operational Governance & F&A; Excellence

- Metric ownership: Drive 100% compliance across all service level agreements (SLAs) and key performance indicators (KPIs). This includes monthly closing timelines, invoice processing turnaround times, ledger accuracy thresholds (>98.5%), and collection metrics.
- Daily micro-governance: Monitor financial operations dashboards daily to identify, track, and mitigate processing bottlenecks, reconciliation discrepancies, or SLA risks before they impact the client.
- Process standardization: Continuously optimize accounting workflows across client assignments, identifying opportunities to deploy macros, robotic process automation (RPA), or standardized internal controls.

Client & Stakeholder Management

- Relationship stabilization: Act as the primary operational point of contact for US-based corporate finance teams and controllers during their business hours, leading weekly operational syncs and monthly performance reviews.
- Escalation resolution: Resolve accounting process friction, transactional deviations, or client concerns using structured root-cause analysis (RCA) and permanent corrective action frameworks.

People Leadership & Resource Management

- Team development: Provide direct leadership, coaching, and performance management to 4–5 Team Leads, mentoring them and building a robust secondary leadership pipeline.
- Attrition mitigation: Design and execute engagement, shift rotation,



and wellness strategies tailored for F&A; teams to manage burnout and keep night-shift attrition below the targeted corporate threshold.
- Business continuity: Manage capacity planning, resource utilization, and cross-training matrices to ensure seamless service delivery during month-end closing peaks and holiday cycles.

Required Qualifications & Educational Background

- Minimum education: Bachelor’s Degree in Commerce (B.Com), Accounting, or Finance.
- Preferred higher education: Master’s Degree in Commerce (M.Com), MBA in Finance, or a post-graduate diploma in financial management from a recognized institution.
- Professional certifications (added advantage): Semi-qualified or qualified professional tracks (e.g., CA-Inter, ICWA/CMA, or foundational clearings in ACCA/CPA) are highly preferred and will be given weight during selection.
- Experience: 8 to 12 years of core corporate F&A; experience within a Tier-1 or Tier-2 BPO/KPO or d Services environment, with at least 3 years in a dedicated people-manager role managing Team Leads.
- Domain expertise: Deep hands-on knowledge of end-to-end Finance & Accounting delivery (R2R, P2P, and O2C workflows).
- System knowledge: Proven experience navigating enterprise ERP systems (e.g., SAP S/4HANA, Oracle NetSuite, Microsoft Dynamics) and BlackLine or similar reconciliation and workflow automation tools.
- Communication: Exceptional verbal and written English communication skills, with documented experience presenting financial operational data to North American corporate stakeholders.
- Flexibility: Absolute willingness to work consistent US business hours (Night Shift) from home.
- Remote leadership: Prior experience managing distributed or remote teams is preferred.

Work From Home Requirements

This role is delivered entirely from the candidate’s home during US business hours. Candidates must confirm they meet every requirement below before the offer stage; the setup may be verified through a system and connectivity check.

Workspace

- A dedicated, quiet, and private room or enclosed work area, free from household interruptions and background noise throughout the night shift.
- A proper desk and ergonomic chair suitable for a full shift of screen-based work.
- A neutral, professional background and adequate lighting for video calls with US clients.
- A workspace where client data on screen cannot be seen or overheard by others.

Internet connectivity

- A stable wired broadband or fibre connection with a minimum speed of 100 Mbps.
- A secondary backup connection (a second broadband line or a 4G/5G hotspot) ready for immediate switchover.
- A router placed close to the workstation, with a LAN cable connection preferred over Wi-Fi.

Power backup

- An uninterrupted power supply (UPS or inverter) that supports the computer, monitor,



and router for at least 4 hours.
- A workable contingency plan for extended outages, so that client calls and month-end deliverables are not missed.

System and equipment

- A personal laptop or desktop with at least an Intel i5 (or equivalent) processor, 8 GB RAM (16 GB preferred), SSD storage, and a licensed, updated version of Windows 10 or 11.
- A working HD webcam and a noise-cancelling headset with microphone.
- A second monitor is strongly recommended for dashboard monitoring and reconciliation work.
- Licensed, up-to-date antivirus software and no unauthorized or pirated applications on the work system.

Data security and confidentiality

- Client financial data must be accessed only through company-approved systems, VPN, and credentials.
- No downloading, printing, photographing, or storing of client data on personal devices, personal email, or personal cloud storage.
No use of public or d Wi-Fi networks, cyber cafes, or
- d computers for work.
- The screen must be locked whenever the workstation is left unattended.
- Signing and adhering to the company’s non-disclosure, information security, and acceptable-use policies is mandatory.

Availability and conduct

- Logged in and reachable for the full shift on company communication tools, with prompt responses to calls, chats, and emails.
- Camera on for client meetings, team huddles, reviews, and training sessions.
- Use of the company’s attendance, time-tracking, and productivity-monitoring tools as required.
- Immediate reporting of any internet, power, or system downtime to the reporting manager, with lost time made up as agreed.
- No parallel employment, freelancing, or other engagements during the tenure.
- Availability to work from a fixed home location in India; any change of work location must be approved in advance.
- Willingness to travel occasionally for team meetings, training, or client visits if required.

30-60-90 Day Performance Expectations

The successful candidate is expected to reach the following milestones during the probation period.

By Day 30: Process absorption

- Complete deep-dive process walkthroughs for all 15–25 client assignments in the sub-portfolio.
- Establish working rapport with the 4–5 reporting Team Leads and map their individual performance baselines.
- Shadow the current delivery lead on all US client weekly operational syncs.

By Day 60: Independent governance

- Take 100% independent ownership of daily operational dashboards and US client communication loops.
- Achieve an error-free closure cycle for the first full US month-end closing peak.
- Identify the 3 highest-risk assignments in the portfolio and deliver structured risk mitigation plans for them.

By Day 90: Stabilization and optimization

- Maintain a baseline of zero critical SLA defaults across the assigned portfolio.
- Demonstrate a clear, actionable cross-training matrix that ensures 100% coverage despite planned or unplanned team leaves.
- Propose at least one workflow optimization or automation initiative (e.g., standardizing macro steps or fixing systemic ERP matching exceptions) to improve process speed.

📌 Operations Manager / Associate Delivery Manager – F&A Services (Lucknow)
🏢 Ardem
📍 Lucknow