Key responsibilities:
Responsible for delivering F&A solutions as provided in the service contracts
Responsible for the timeliness and quality of required reports and other deliverables
Ensure compliance with the SLA and achievement of SLA targets
Monitor process metrics and conduct monthly operations review, including SLA reporting, with internal and external parties
Drive effective customer service and operational excellence initiatives
Review and update work instructions, processes and procedures; identify areas for improvement and implement continuous improvement plan
Formulate and implement procedure for systematic retention, protection, retrieval, transfer, and disposal of documents and records
Ensure compliance with information security policies and guidelines
Ensure appropriate staffing to support the day-to-day operations and business continuity
Coordinate with other departments regarding HR, IT, finance and administrative matters to ensure smooth operations and avoid service interruptions
Responsible for recruiting, coaching, developing, mentoring and monitoring the performance of the team (collective and individual)
Establish and set policies/best practices in the workplace and ensure effective implementation and adherence by employees
Conduct performance appraisals
Establish and monitor training goals for each member of the team
Approve time reports
Responsible for contract renewal, billing and collection
Perform other duties assigned from time to time
Knowledge, Skills and Behavioral Competencies:
Expertise and hands-on experience in BPO operations and leading a team of 20+ members
Adequate knowledge and exposure in the following areas:
o General accounting
o Accounts receivable and payable processing
o Account reconciliation
o Financial and management reporting, including FS preparation, consolidation and external audit assistance
o Tax compliance and statutory reporting (BIR, BOI, LGU, PEZA, SEC)
o Tax audit (BIR, LGU)
o Treasury and cash management
o Budgeting and forecasting
o Transition and migration
o Process documentation and continuous improvement
Proficient in MS excel, QuickBooks, SAP and other accounting systems
Excellent written and verbal communication skills
Strong leadership and management skills; People and Performance Management; Quality and Time Management; Resource and Workforce Management; Problem Solving and Risk Management; Negotiation and SLA Management; Relationship Management
Highly developed organization skills with the ability to multi-task, and the ability to work well under pressure and meet defined deadlines in a fast pace environment
Advanced level in business analytics and presentations skills
Ability to build, manage and foster a team-oriented environment
Ability to perform and thrive in a collaborative environment
Customer focus and results oriented
Proactive in service delivery
Assertive in SLA compliance
Firm and consistent in decision making and policy implementation
Strict but can inculcate fun in the workplace
Basic Qualification:
Bachelor’s degree in accountancy, preferably a CPA
At least 5 years’ experience in managing a BPO back office or shared services operations