Director - Finance and Accounts Operations (BPO)

Sutherland is looking for a Director of Finance & Accounts.

Director Finance and Accounting Operations (BPO Service Delivery)

Our preferred Client, Sutherland Global Services (Kingston, Jamaica), is looking for a vibrant and confident leader to join their team as Director of Finance and Accounts Operations (FAO), which is a strategic role in this rapidly growing business unit.   This role can be based in Kingston or Montego Bay.

The FAO Director role-holder must have prior BPO experience and be known for outstanding service delivery in a multi-client environment.  This role requires strategic engagement with clients and involves partnering for process solutioning and handling pricing conversations.

While this role is geared towards a seasoned leader who can hit the ground running, it is also a fantastic promotional opportunity for an outstanding Operations Manager with solid experience in the FAO Vertical leading teams of >100FTE (with potential for fast growth to >300FTE). A leader in Operations who has a deep understanding of managing KPI's with an anticipatory mindset to make changes and create strategies to ensure continuous improvement in our clients' businesses is well suited for this role.  A further feature of this role requires managing headcount in India, so multi-cultural experience is a plus.

Directors in this competitively compensated role get to: 

•  Be the expert: Contribute to the business strategy setting and execution of client operations, while owing P&L for the engagement & people measures. Be a part of pursuit team & seamlessly transition the operations. Establish effective proactive controls in the process for proactive risk mitigation
• Create digital footprint: Leverage various digital platforms & solutions to bring efficiency & create a digital mindset with client as well as within the team
• Establish capabilities with the organization: Keep in step with leading practices of CFO world & develop capabilities within Sutherland & help create new offerings for our clients
• Strengthen relationships: Build relationship with the clients & be the go-to-person for expanding the engagement with the client. Make each client as a highly referenceable client

The Scope of Responsibilties in Operations Management include:

• • Managing processes and the metrics on a day to day basis
• • Manage Operations Governance and build good relationship with the client
• • Responsible for achieving SLA’s and KPI’s and consistently improving them
• • Adherence to Control and Compliance requirements and fixing gaps within 10 days of identification
• • Ensure effective Knowledge Transfer of Activities and SOP update 
• • Recommending and initiating Process changes with the client as part of continuous improvement
• • Participate in Account Planning activities 
• • Assess and appraise performance of team and handle resource management
• • Identify & initiate Six Sigma/Lean opportunities in association with Quality team
• • Interact and comply with all Client Internal & External Audit requirements
• • Serve as liaison between client and all internal departments, addressing queries
• • Goal setting and Performance appraisal for the team
• • Hiring the right talent
• • Ensure backup planning – people and process
• • Meet the financial operating plan for scope of business
• • Ensure timely reviews to gage performance of the Team and provide appropriate feedback