Service Delivery Manager Management Accounts, Indore India

Purpose of the role
The Role holder will develop account teams that excels in the achievement of service goals and takes for responsibility for identifying new and practical processes and service improvements for each client. The ASM will understand advanced accounting and financial concepts working closely with the Internal & External stakeholders to ensure that their service requirements are met effectively and efficiently.

Key Responsibilities
Client Management and Service delivery Accuracy level 99% Timeliness 100%:
Ensuring all the deliverables are accurately completed on time as per the agreed SLA with the clients.
Manage assigned client portfolio, actively motivate, counsel and support teams for goal congruence.
Ensure that the contract summary for each client is known and clearly understood, highlighting the key deliverables and dates to the teams.
Operate a reporting matrix to highlight exceptions, mitigate these and deliver the contracted level of service.
Liaise with the stakeholders to make them aware of any challenges with service performance to allow them to discuss with the client in advance of the delivery deadline.
Champion the six sigma process to drive support and engagement throughout the team.
Establish and maintain professional engagement with internal and external stake holders to ensure delivery standards are adhered.
Any Feedback from stakeholders to be acknowledged all the time to maintain relationships.
Red flags, if any to be raised well in advance to the Sr Management with suggestive corrective actions.
Should have an updated issue resolution contact list whos who.
Seek guidance from Sr Management in case of sensitive issues which are not understood well (out of control of self-influence).

Team Management:
Should be the person to go to in case of urgencies, providing appropriate guidance in handling issues and managing relationships.
Provide volume related metrics alongside staff utilization and forecasted changes to the senior management to ensure the correct resourcing levels are in place.
Ensure accurate and timely reporting of working hours for self and the team on RTMS on a daily basis.
Identify key roles within the team and develop succession plans for team members to be able to fill these roles.
Coach staff on the concept of scope creep and the need to ensure that any additional effort is escalated to the senior management on time.

Cross functional management:
Drive Change initiatives to enable process improvement initiatives through individual accounts within the portfolio and share these with the senior manager.
Any learning from issues handles translate into process improvement, team learning and knowledge sharing with peer groups.
Work as a Subject Matter Expert and develop knowledge on cross functional subjects (e.g. VAT, Payroll tax and corporation tax).
Execute the role of the signatory in accordance with the delegated authority.

SOP Review and adherence:
Review Standard operating procedures for the processes handled in time and ensure that they are followed by every team member.
Be a role model by adhering to the procedures to establish rapport with stakeholders.
Individual/ team development Regularity Attendance Level Not less than 98% Average Score Not less than 95%:
Ensure the personal development plan is followed by self and team.
Trainings relevant to competence development are attended by all as finalized in the PDR
Work with the training department to ensure that development areas are covered.
Be a trainer if required on the processes handled.
Reinforce new learning within the team

Relevant Experience -
The incumbent should be a professionally qualified Chartered Accountant with a post qualification experience ranging from 6-10 yrs.
Education -
CA