Manager - Accounting and Reconciliations - Global Service Centre

Key Responsibilities:

1) Service Delivery & Operations Control

• Ensure SLA/OLA adherence, TAT, accuracy, and customer experience (CX)/satisfaction targets (NPS)

• Own daily/weekly production plan, capacity, and throughput across all teams in scope

• Prioritize queues manage escalations remove blockers enable TLs to schedule and assign work

• Govern endtoend process health: input quality, processing controls, output delivery, feedback loops

• Approve exceptions and nonstandard handling with documented rationale

2) People Leadership & Capability

• Build a highperforming team culture coach Team Leads on planning, feedback, and performance

• Own workforce planning (FTE, skill mix, work continuity), hiring decisions, onboarding and ramp plans

• Define role expectations and career pathways drive Individual Career Development Plans (IDP's), training, and certification (as necessary) for TLs & SMEs

• Manage performance cycles, lead PIP/recognition succession planning for critical roles

3) Performance Management & Analytics

• Establish KPI framework review daily/weekly scorecards with TLs, course-correct proactively

• Drive root cause analysis (RCA) using data track corrective/preventive actions (CAPA)

• Publish monthly/quarterly business reviews (MBR/QBR) with trend insights and improvement plans

4) Stakeholder Management & Customer Experience

• Act as single point of accountability for business stakeholders, align on SLAs, demand, and change

• Run structured governance forums (MBR/QBR) manage crossfunctional dependencies and comms

• Capture VoC/NPS ensure actioned feedback and transparent status updates

5) Process Excellence & Continuous Improvement

• Own Lean/Six Sigma pipeline: map processes, digitize, eliminate waste, standardize SOPs

• Prioritize opportunities, remove roadblocks, track benefits realization

• Ensure robust knowledge management: SOP currency, version control, handbooks, job aids

6) Risk, Controls & Compliance

• Ensure policy adherence, regulatory compliance, data privacy, and internal controls

• Run risk registers and control testing cadence, close audit actions on time

• Define escalation paths, segregation of duties (SoD), and exception approval limits

  7) Technology, Automation & Transformation

• Champion automation, RPA, manage business requirements document (BRDs)

• Govern change management (UAT, training, hyper care) track stabilization metrics

• Partner with IT on application/platform performance, access controls, and incident management

  8) Governance & Escalation

• Operate a tiered governance: Daily huddles, Weekly Ops Reviews, MBR/QBR with stakeholders

• Maintain a Risk & Escalation matrix resolve escalations within timelines record decisions

• Ensure documentation hygiene: SOPs, playbooks, R&Rs, training logs, risk & control evidence

  9) Transition, Migration & Scaling(Applicable based on Operating Model)

• Lead transitions (from functions) with structured TOM, due diligence, and cutover plans

• Secure resourcing, training, SOP sign-off, and hyper care. Sign off on steady state readiness

• Scale capacity and standardize global templates manage demand/surge plans