Job Description

\xc2\xb7 Plan, manage and control cost-effective delivery of services.

\xc2\xb7 Manage and sustain supervisory and quality review / verification as per global SOPs, network policies and required controls (CRISP and external audit controls) to ensure controls are strictly compliant as well as to achieve center\xe2\x80\x99s audit KPI.

\xc2\xb7 Collaborate with all functions and support each functions in ensuring process compliance and continuous service excellence.

\xc2\xb7 Take ownership of escalation or handle critical concerns raised by the business.

\xc2\xb7 Build \xe2\x80\x9cbusiness process expert\xe2\x80\x9d within the team to support regional/global projects. Prepares and reviews relevant business scenarios used for purpose of testing arising from process changes and system enhancements or upgrades.

\xc2\xb7 Accountable for BRS and CR writing for new requirement or changes of existing process/system and present the ideas to management and BPO team.

\xc2\xb7 Support the development of future process experts.

\xc2\xb7 Regularly review KPIs or performance indicators

\xc2\xb7 Identify training needs and opportunities to develop a highly skilled functional department.

\xc2\xb7 Periodically review manpower needs and back-up plans for each team to ensure seamless delivery to business partners.

\xc2\xb7 Support new and existing team members through proper knowledge transfer; sharing of resources, knowledge, experience and best practice thereby ensuring quality is maintained through staff transition.

\xc2\xb7 Back-up & support team member as and when needed, showing monitoring abilities as well as management and motivation of the team members.

\xc2\xb7 Sharing Best Practices and supporting analytics

\xc2\xb7 Ensure regular Quality / Duplicate Checks are being performed in order to ensure the Quality is being maintained.

\xc2\xb7 Ensure quality is being maintained with accuracy, completeness, timeliness and without duplication.

\xc2\xb7 Timely updates / modify RTR Process documents / CRISP control documents to align RTR processes and are compliance and adhere to GOM.

\xc2\xb7 Assist in project rollout, testing and guide the team on project implementation from service line perspective.

\xc2\xb7 Consolidate & present Service Performance Review deck to Business Partners together with preparing minutes / outcome of the SPR discussion.

\xc2\xb7 Work according to Internal Controls / CRISP requirements, handle audit query and provide mitigation plan where needed.

\xc2\xb7 Proactively identify process improvement opportunities and discuss with the business partners.

\xc2\xb7 Review Issue Log regularly and follow-up on the open items to resolve issues in a timely manner.

\xc2\xb7 Review recon are properly reconciled on a monthly basis. Follow-up with the team and Country Finance to resolve outstanding issues in timely manner.

Educational Qualifications

\xc2\xb7 Degree Holder or equivalent by experience.

Expected years of experience

\xc2\xb7 At least 2 to 4 years of work experience, preferably in a finance environment (similar or comparable position in a Shared Service Centre is an advantage)

Knowledge & Skills

\xc2\xb7 Passion for People

\xc2\xb7 Passion for leading and developing skills

\xc2\xb7 Respectful of individual and cultural sensitivities

\xc2\xb7 Relentless in building and sustaining high performing teams

\xc2\xb7 Strongly committed and adept in giving feedback to people to build confidence and competence

\xc2\xb7 Team player and able to work in a multi-cultural environment

\xc2\xb7 Rigorous in seeking talent and building on potential

Passion for Quality and Continuous Improvement

\xc2\xb7 Passion for doing things right the first time

\xc2\xb7 Relentless in solving problem and issues

\xc2\xb7 Strongly committed and adept in addressing business and customer issues

\xc2\xb7 Rigorous in analysing data from multiple systems

Passion for Customers

\xc2\xb7 Driven to support business priorities

\xc2\xb7 Cross-department consultation and collaboration

\xc2\xb7 Business Acumen

\xc2\xb7 Commitment to Excel

\xc2\xb7 Taking Direction and Responsibility

\xc2\xb7 Building & sustaining effective professional relationships

Business Acumen

\xc2\xb7 Constructive Challenge

\xc2\xb7 Strong process knowledge

\xc2\xb7 Well verse of all CRISP Control and Audit requirement

\xc2\xb7 Strong communication and influencing skills

\xc2\xb7 Proven ability to plan, organize and drive change

\xc2\xb7 Possessed strong analytic skill on data

\xc2\xb7 Computer skills: fluent in working with MS-office and database end-user tools

\xc2\xb7 Language skills: fluent in English

DHL