Job Description
- Lead and mentor a team of Business Relationship Leads, ensuring consistent service quality and stakeholder engagement.
- Provide coaching and guidance on client engagement, issue resolution, and process alignment.
- Monitor workload distribution and performance across the BR Leads.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Serve as the senior point of contact for high-level stakeholders and escalations across business units and the corporate team
- Build and maintain executive-level relationships to ensure alignment between FAS and enterprise needs.
- Facilitate regular service review meetings and governance forums with senior stakeholders.
- Drive customer experience strategies and initiatives to enhance service delivery outcomes across supported entities.
- Oversee monitoring and reporting of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and client satisfaction.
- Ensure governance frameworks, escalation protocols, and engagement models are consistently applied by the BR Leads.
- Partner with service delivery leaders to address systemic service issues or recurring gaps.
- Identify and implement cost optimization and savings opportunities in collaboration with FAS leadership.
- Identify cross-functional improvement opportunities based on recurring pain points and stakeholder feedback.
- Support the design and execution of change initiatives, process enhancements, and automation opportunities
- Ensure that FAS evolves to meet changing business needs.
- Collaborate closely with the CMO to ensure alignment and execution of customer success initiatives.
- Consolidate reports from BR Leads for submission to the Head of FAS and leadership teams.
- Provide insights and recommendations based on trends in service performance, client feedback, and issue logs.
- Drive transparency in communication between FAS and its stakeholders.
- Provide ad-hoc analysis and insights at both strategic and operational levels to support management decision-making.
Minimum Qualifications
- Bachelor's Degree in Business, Finance, Accounting, or related field (Master's preferred)
- Minimum 810 years experience in Finance and Accounting Services, Service Delivery, or Relationship Management, with at least 3 years in a leadership role
- Strong understanding of finance processes (e.g., Record-to-Report, Source-to-Pay, Order-to-Cash)
- Experience in managing client relationships at corporate leadership level
- Familiarity with ERP and finance process tools (e.g., SAP, Oracle, NetSuite)
- Professional certifications (CPA, CMA, ACCA, CIMA, Lean Six Sigma, or equivalent) are an advantage
- 810 years experience in Business Analysis
- Proven experience collaborating across multiple functions and levels in the organization
Job Details
Role Level: Associate Work Type: Full-Time Country: Philippines City: Muntinlupa City National Capital Region Company Website: http://www.concepcion.ph Job Function: Franchise & Channel Management Company Industry/
Sector: Consumer Goods
What We Offer
About The Company
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