Director - Finance and Accounts Operations (BPO)

Company Description

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

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

Qualifications

• Qualified Chartered Accountant or Cost Accountant (preferred). Bachelor’s Degree in Accounting (minimum required).
• Minimum 10+ years of relevant prior experience managing F&A operations, within BPO service providers or shared services. 5+ years of hands on operations management 
• Track record of working within a business with rapidly expanding operations, and leading scale up, process improvements while building and motivating staff
• Experience in handling Team Size of >100 FTE
• Experience and exposure to virtual management set up
• Advance knowledge in MS Office (Excel and Power Point) & ERP Applications Implementation (Preferably)
• Desire to train and develop employees
• Excellent Leadership, business communication, presentation & negotiation skills
• Organized and set priorities to meet deadlines
• Excellent verbal and written communication skills and the demonstrated ability to work cooperatively and constructively in a multi-cultural, team environment.

Additional Information

All your information will be kept confidential according to EEO guidelines.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.