All changes in actuals (e.g., leavers, joiners, promotions, rate changes) are accurately reflected
Continuous alignment between actuals, forecast, and cost assumptions
Proactively identify whether leavers are being replaced and any associated cost savings/ risks.
Visibility of open roles (new vs replacements vs uncommitted costs), leavers (confirmed and unconfirmed), job requisitions and hiring status
Drive a process-led approach to cost model updates via structured inputs (e.g., WD reports)
Present first view of consolidated CXM cost model to FP&A senior manager and Commercial Finance to discuss further margin risks and opportunities. Refine cost model after the review.
Headcount – visibility of actuals onshore, nearshore and offshore.
Actuals vs Forecast Analysis
Support month-end processes including:
Actualisation of staff and non-staff costs in 1 sheet (for CXM level)
Forecast updates (SL and central costs)
Collaborate closely with RTR teams to:
Improve efficiency
Enhance insight quality
Lead detailed analysis of actuals vs forecast variances on costs
Identify and explain key drivers:
Headcount movements
Rate changes / promotions
Other business decisions
Partner with offshore and nearshore teams to validate assumptions and variances.
Translate insights into clear financial implications for the business
Offshore & Nearshore Business Partnering
Act as the finance bridge across geographies:
Work closely with offshore lead, nearshore lead and Operations to validate:
HC forecast (leavers, joiners, promotions)
Any changes in tiers
Improve visibility of HC movements to wider CXM FP&A and Commercial Finance teams
Drive better forecasting discipline and accuracy
Provide challenge and support on:
Rates
Promotions
Workforce planning decisions
Reporting, Insights & Narrative
Own and manage key reporting including:
Cost model updates (WD report + HR + Operations)
PAR and the narrative email that send to ELT
Produce clear, concise leadership-ready narratives for:
ELT and senior stakeholders
Monthly and quarterly reviews
Connect the dots across data sources to tell a coherent financial story
Reporting & MI
Support planning cycles:
MFF/ RF packs
Monthly/ Quarterly MI packs
Contribute to presentation materials and key slides
