Manager Service Delivery - Hyderabad - Deloitte
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Service Line: Global
Service Area: UK ICS
Designation: Manager- P2P
Overall purpose of the job – Manager SSO
The USI P2P Service Delivery Manager will work with the USI P2P Assistant Managers to provide local management of the team members supporting USI P2P team. The USI P2P Service Delivery Manager will lead the USI P2P team to deliver agreed administrative and transactional services to the UK Firm and will assume responsibility for the quality and service delivery produced by the USI team. As the USI P2P Service Delivery Manager will be accountable for the service delivery of P2P processes, they will be expected to provide exceptional team and people management as well as having the ability to build strong relationships with key stakeholders in both the UK and USI.
The USI P2P function will be responsible for running the Purchase Ledger which includes: -
Purchase Order Management
Logging and Distribution of Supplier Invoices
Monitoring Employee Expense Claims and
Payment of Suppliers and Employees
The key job responsibilities include the following:
- Effective and accurate management of all aspects of running the Deloitte UK Purchase Ledger which is wholly located in USI in conjunction with a team of up to 30 people including 2 Assistant Managers
- Has a strong and detailed knowledge of the services offered
- Ensure that all the work deliverables are dealt with in line with the agreed terms and SLA’s as agreed with the UK stakeholders.
- Use productivity and performance metrics to lead UK stakeholder discussions with the UK Finance Operations Service Delivery Manager highlighting the highs and lows of the productivity cycle and provide suggestions to effectively manage the same
- Manage complex queries from within the USI P2P teams and works with the UK teams as required to ensure timely resolution.
- Take an active role in working with the USI P2P team to resolve service issues, whilst identifying long term solutions to prevent reoccurrence.
- Managing attrition and planning for any contingencies
People Management: Responsible for coaching, mentoring and development of the USI P2P Assistant Managers. Identify training needs related to Technical, Industry, Professional and Leadership.
Performance Management : Will be the counsellor for the assigned USI P2P Assistant Managers and wider USI P2P teams and will own the overall performance counselling responsibilities. Will regularly gather performance feedback for the USI P2P Assistant Managers from the respective stakeholders; track, review the performance on a weekly/monthly basis and provide feedback to the USI P2P Assistant Managers. Will complete regular check-ins/reviews with the USI P2P Assistant Managers in line with the Firms performance management programme. Work with key stakeholders and the UK Finance Operations Service Delivery Manager to focus on Performance Management Metrics in line with the SSO strategy and to take a lead on delivering against the P2P objectives with the UK Finance Operations Service Delivery Manager.
Team Management : Ensure that the USI P2P team are supported to deliver processes and work in a cohesive manner providing guidance and support as needed. Ensure that the relevant local and UK compliance is completed within agreed timescales. Ensure that all requests for leave/ MCC/ flexibility are approved with minimal impact on service delivery. Comply with the USI R&R policy, processes, procedures, support in timely recognition of USI team members. Actively manage and support the USI P2P Assistant Managers on a day-to-day basis including providing one to one coaching, identifying training and development opportunities, management of timekeeping, PTO, organisation of shift patterns, resource planning and ensuring service level agreements and targets are met. Effectively manage and resolve conflict and cultivate a culture built upon respect and inclusion.
Client Management : Ensure proactive and transparent communication at all times with the UK stakeholders regularly regarding business as usual activities, system issues, people issues, trainings schedules, etc. Take an active local lead to understand and align local strategy with that of the SSO, the USI P2P function & overall Deloitte strategy. Keep the UK Stakeholders apprised of changes to the USI policies and procedures. Be responsible for building relationships with stakeholders in USI and UK. Actively engage with UK Finance Operations Service Delivery Manager to fully understand impact of decisions.
Communication: Create and lead a culture of open, proactive transparent communication between the USI P2P teams and the relevant UK teams. Support with the resolution of escalations received in the UK. Lead team briefings and teambuilding activities. Report and present suggested service delivery improvement recommendations including those from the USI P2P Assistant Managers for discussion with the UK Finance Operations Service Delivery Manager. Proactively identify & raise potential issues related to the USI P2P Service Delivery for discussion with the UK Finance Operations Service Delivery Manager and cascade and support the implementation of agreed actions to and with the USI P2P Assistant Managers.
Other Responsibilities : Lead USI P2P recruitment involving the USI P2P Assistant Managers and with the recruitment team for logistics related to conducting interviews. Ensure all requirements for new joiners are in place prior to start date. Take responsibility for own development and continuous learning relating to relevant policy, legislative and process developments ensuring that knowledge and experience is shared with the team to increase their knowledge, skill and competence within the role.
The key skills required
- Experience of leading a team in a highly effective service delivery model is essential, within a Finance Function, preferably Accounts Payable.
- Excellent team management, people management and performance management skills.
- Ability to build strategic relationships with stakeholders.
- Experience of assuming responsibility and accountability of service delivery
- Excellent communication skills and the ability to interact with professionals at various levels.
- Experience of handling large number of direct reports from different work streams and coordinating with various teams to deliver exceptional results.
- Can manage conflicting priorities and support a culture of change and continuous improvement.
- Excellent mentoring and coaching skills are essential
- Ability to take a strategic view of client issues and needs.
- Conflict resolution Work timings: 2pm to 11pm
“Deloitte” is the brand under which tens of thousands of dedicated professionals in independent firms throughout the world collaborate to provide audit, consulting, financial advisory, risk management, and tax services to selected clients. These firms are members of Deloitte Touché Tohmatsu Limited (DTTL), a UK private company limited by guarantee. Each member firm provides services in a particular geographic area and is subject to the laws and professional regulations of the particular country or countries in which it operates. DTTL and each DTTL member firm are separate and distinct legal entities. Each DTTL member firm is structured differently in accordance with national laws, regulations, customary practice, and other factors and may secure the provision of professional services in their territories through subsidiaries, affiliates, and/or other entities.
In the United States, Deloitte LLP is the member firm of DTTL. Services are primarily provided by the subsidiaries of Deloitte LLP, including:
· Deloitte & Touché LLP
· Deloitte Consulting LLP
· Deloitte Financial Advisory Services LLP
· Deloitte Tax LLP
In India, Deloitte LLP has the following indirect subsidiaries: Deloitte & Touché Assurance & Enterprise Risk Services India Private Limited, Deloitte Consulting India Private Limited, Deloitte Financial Advisory Services India Private Limited, Deloitte Tax Services India Private Limited, and Deloitte Support Services India Private Limited. These entities primarily render services to their respective U.S.-based parents.
Deloitte U.S. India Support Services India Pvt Ltd
Enabling Areas (EA) at the U.S. India offices are the support arm of the organization and comprise several groups including Talent, Technology, Finance, Communications, Field Operations, etc. EA gives every client-service business unit access to the best and brightest resources when it comes to support services. More specifically, EA enables the business units to solely focus on satisfying clients and developing new products and services to sustain competitive advantage, while they consolidate and standardize a diverse collection of systems, processes, and functions. The team provides a wide array of services to the U.S and India professionals, and is continually evaluating and expanding its portfolio
U.S. India Internal Client Services UK
The Deloitte UK firm’s Internal Client Services (ICS) capabilities in the U.S. India offices are growing. ICS includes teams focusing on Property & Corporate Services; Finance; Partner & Staff Services; Go to Market; IT Services; Human Resources; and ICS Shared Services.
Further, the ICS Shared Services brings together activities and teams around end to end processes that are based on the following:
· The full employee lifecycle – ‘Hire to Retire’
· The expenditure lifecycle – ‘Purchase to Pay’
· The revenue lifecycle –‘Contact to Cash’
· The accounting lifecycle – ‘Record to Report’
· Customer Services: Finance / HR / IT Service Desk; Switchboard & Bookings Desk; Partner Help Desk
· Content development and learning and development support-Training and Knowledge
· Firm’s Tax
“Deloitte” is the brand under which tens of thousands of dedicated professionals in independent firms throughout the world collaborate to provide audit, consulting, financial advisory, risk management and tax services to selected clients. These firms are members of Deloitte Touche Tohmatsu Limited DTTL, a UK private company limited by guarantee. Each member firm provides services in a particular geographic area and is subject to the laws and professional regulations of the particular country or countries in which it operates. DTTL does not itself provide services to clients. DTTL and each DTTL member firm are separate and distinct legal entities, which cannot obligate each other. DTTL and each DTTL member firm are liable only for their own acts or omissions and not those of each other. Each DTTL member firm is structured differently in accordance with national laws, regulations, customary practice, and other factors, and may secure the provision of professional services in its territory through subsidiaries, affiliates and/or other entities.
In the United States, Deloitte LLP is the member firm of DTTL. Like DTTL, Deloitte LLP does not provide services to clients. Instead, services are primarily provided by the subsidiaries of Deloitte LLP, including:
- Deloitte & Touche LLP
- Deloitte Consulting LLP
- Deloitte Financial Advisory Services LLP
- Deloitte Tax LLP
Requisition code: E17HUMGRSG-UK-P2P