Business Process and Control Manager

WHAT YOU'LL DO: Operations Management Plan resource requirements for onboarding of new clients and talents Review and approve talent capacity and productivity based on target revenue Identify the team's strengths and weaknesses/challenges in both operations and service delivery, and lead the necessary improvement process Lead and monitor overall client and project onboarding and offboarding activities Monitor implementation/execution of client scope & engagements. Monitor the actual delivery results versus the agreed deliverables to the client Facilitate internal Operations Committee meetings and present required dashboards/reports and communicates issues and gaps to the delivery of the deliverables Monitor overall project completion and corresponding billings to clients. Assists in collections, if necessary. Review and monitor the use of appropriate applications or technologies in the execution of delivery systems; monitor issues and concerns for continuous improvement and efficiency Consistently seek and deliver improvements and advancement in how one executes and achieves strong performance delivery. Lead in the development of methods on how to improve the quality of service to clients through delivery systems and agreed upon procedures. Collaborate with other practice unit on integrated service delivery improvements and development People Management Evaluates and approves talent hiring Participate in team members recruitment through timely profile/resume assessment and interview of applicants Monitor talents onboarding and offboarding Effectively communicates goals and sets clear expectations to all Team Members. Oversee the work of Team and Ensure that client engagements follow the prescribed service quality of Infinnum Monitor the performance of the team Ensure timely performance evaluation of the team Mentors and Coach his immediate team members - Junior Managers /Team Leaders Monitor and Ensure timely coaching and mentoring of other team members by their immediate heads Monitor timely execution of talent development plans for team members Monitor time charges of team members based on Bill Of Activities (BOA) or budgeted time Coach and trains project team leads in use of industry focused project delivery framework, tools and methodologies Review overall team productivity and efficiency. Identify and resolve key operational issues related to talent performance. Account/Client Management Cascade to Team Members the following: Project Scope, Project Deliverables and timelines and , Project Delivery metrics Onboard clients and operations team on new engagements Ensure completeness of Client onboarding activities Ensure implementation and execution of project plans and timelines with clients Ensure Service Level Agreements or SLA and deliverables contracted with client-partner are executed properly and timely Review and evaluates performance metrics set in the engagement contract and communicates consistently and timely with client-partner Lead project meetings with client - partners Monitor and Ensure timely collection of engagement fee based on the contract Monitor overall Customer Satisfaction (CSAT) with the client Review project performance report and project delivery key issues (IIAA) and delivers timely resolution of issues and concerns regarding service delivery Builds trust with clients and effectively identifies key opportunity areas that improve customer experience Report and present at clients ManCom, ExeCom and Board meetings, if included in service engagement activities. Provide proposed solutions to strategic engagement key issues Engagement Management Attends meeting with prospective client and develops engagement roadmap Prepare corresponding bill of activities (BOA) and engagement proposals. Obtain client feedback/concerns/issues on the proposal and address or resolve the said feedback/concerns/issues Obtain from clients the signed Engagement Proposal Check and compare BOA with actual activities Financial Management Review project profitability and team's productivity on a monthly basis based on the set targets (BOA) Manage Annual Revenue Portfolio which will be based on the approved Annual Revenue Target. Accomplish the practice unit's objectives by establishing plans, budgets, and performance metrics, resource allocation, progress monitoring, and making mid-course corrections and action plans. Qualification BS Accountancy graduate Certified Public Accountant (CPA) is highly desirable. At least 5–7 years of progressive experience in business process improvement, financial controls, audit, or consulting, with at least 3 years in a supervisory or managerial role. Strong background in process design, implementation, and evaluation across finance and operations. Demonstrated experience in project management, including client onboarding, service delivery monitoring, and engagement performance review. Proficiency in reviewing and analyzing productivity, resource allocation, and project profitability. Strong communication and interpersonal skills, with ability to set clear expectations and align teams to goals. Adaptability to systems and technologies used by Infinnum, including Xero, Fathom, Google Workspace, and others. #J-18808-Ljbffr