Service Management Lead – Finance Shared Services

2 weeks ago

Manila, National Capital Region, Philippines Arup Full time
Service Management Lead – Finance Shared Services

Are you passionate to make a difference where you live and work? At Arup, we do work that matters. We are proud to be a diverse community of designers, planners, engineers, advisors and experts from many disciplines. Join Arup, and you will find yourself in a place where imagination, technology and rigour meet to solve some of the planet's most urgent challenges.

We care about you and want you to perform at your best. Here you will have access to a wide range of opportunities to become a better version of yourself. We also offer flexible work arrangements to support your lifestyle and wellbeing.

We welcome candidates from all backgrounds, and provide an equal and inclusive environment for you to thrive in. Join us to create a greener, better and more sustainable world.

ROLES AND RESPONSIBILITIES

  • Establish and maintain a service definition to ensure ongoing clarity in scope of service expected outcomes for all countries supported
  • Develop RACI (Responsible, Accountable, Consulted, and Informed) documentation for the activities supported, clarifying respective responsibilities between the SSC and its partners across Arup.
  • Facilitate review between SSC managers and SSC stakeholders to align on definition of service
  • Work with the SSC managers to propose appropriate Service Levels and KPIs (Key Performance Indicators) for the services delivered and support the agreement of these metrics with Stakeholders
  • Establish and oversee a program of standardized service review meetings between SSC and internal customers to discuss service progress, process performance, issues, and challenges, ensuring the outcomes to the meetings are captured and actions followed up on both the customer and SSC sides.
  • Establish a change control process to allow for appropriate review of services provided and changes requested with a view to maximizing standardization, ensuring effective resourcing and realistic deliverables.
  • Ensure compliance with relevant laws, regulations, and global standard policies and procedures including tax and accounting regulations.
  • Define, implement, and maintain documentation online to maximize the transparency of all aspects of the services provided and processes supported

QUALIFICATIONS

  • Experience in a highly governed or regulated environment such as financial services or shared services or outsourcing
  • Expertise in stakeholder management, preferably in a complex environment
  • Excellent understanding of finance processes
  • Background in process mapping and documentation, with expertise in production of service definition / contractual scoping documentation.
  • First-hand experience of operational environments where the governance of service has been necessary to ensure successful delivery
  • Expert in the production of RACI documentation
  • Excellent relationship builder, maximizing trust and reliability
  • Advanced MS Office skills with the ability to present information in a credible and professional structure and format to support buy in.
  • Curious and interested mindset who will constantly seek to understand and improve the understanding of others
  • A partner and supportive approach to the work aimed at promoting and recognizing the efforts and achievements of SSC teams to support building their confidence and sense of fulfilment.
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