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
