Service Management Senior Manager, Finance
As part of the Revenue Management & Collections area, this role is sitting in the Service Management within the billing processes.
In this role you'll lead a team of 2 people and you'll ensure the Bill to Cash Service provides business units, support functions, and external customers with effective and efficient contract fulfillment, billing, and collection transactional services by:
1. Service Management Leadership
1. Set clear strategic goals for the Service Management, ensuring they are clearly communicated to all staff and key stakeholders.
2. Ensure alignment of our service strategy with business requirements.
3. Ensure the harmonization of the billing and collection services in Amadeus, developing and implementing an overall contract management, billing, and collection service strategy.
4. Define annual performance objectives for the team, in agreement with CFA strategy and key stakeholders' objectives.
5. Prepare annual business plan (including new integrations, new service model implementations, and relevant organizational changes).
6. Identify and ensure implementation of process and system enhancements to continuously improve service operations.
7. Effectively involves relevant parties to ensure change as part of the service evolution.
2. Operational Service Excellence & Continuous Improvement
1. Optimize and manage Bill to Cash services to ensure efficiency and effectiveness in the service. This includes:
1. Negotiate and agree SLAs for billing and collection services with key stakeholders.
2. Define KPIs, measurements, and monitoring follow-up.
2. Ensure service delivery meets performance/quality standards defined in SLAs.
3. Report on performance against KPIs and approved budget targets.
4. Ensure the provision of timely, accurate, and complete management information on organization performance to CFA and key stakeholders.
5. Benchmark process costs regularly to identify potential opportunities.
6. Advise CFA management on any risk/issues which might affect team performance.
3. Knowledge Management
1. Owning the knowledge management framework, ensuring bill to cash processes are properly structured and documented.
2. Ensure process, policies, and procedures are:
1. Consistent with best practice, always looking for process improvement.
2. Clearly defined, up-to-date, documented, and communicated to stakeholders.
3. Captures, structures, and reuses knowledge to enhance service delivery. Responsible for facilitation/ownership for the creation and maintenance of process documentation, including process maps, SOPs, work instructions, and training materials.
4. Governance & relationship models
1. Guide efforts and actions with cross-functional teams, facilitating and fostering these relationships to maximize information flow and customer satisfaction. This includes Governance and Relationship models definition, evolution, and monitoring.
2. Ensures smooth operation of cross-stream processes by understanding key inputs and outputs of each workstream for effective collaboration with other teams.
3. Regularly communicate on services provided.
4. Monitors the engagement of the entire team and stakeholders to ensure collaboration.
5. People Management
1. Ensure the organization is appropriately staffed and adequate staffing levels are maintained, taking into consideration business and company evolution.
2. Ensure that staff are properly trained and developed.
3. Agree annual performance objectives with direct reports, aligned with performance/quality standards defined in SLAs.
4. Monitor performance against objectives for direct reports, taking performance improvement actions whenever necessary.
5. Measure and manage associate workforce to cultivate a customer service focus and culture.
6. Work with direct reports to create career development plans by identifying and documenting appropriate career and skill development goals, milestones, and measures.
About the ideal candidate
1. Degree in Economics, Business Administration, or related field.
2. Experience of more than 8 years in a similar leading role within Service Strategy, Operational Excellence or Continuous Improvement.
3. SAP as desirable.
4. High communication and leadership skills with relevant customer focus orientation and change management abilities.
5. Fluency in English, other languages are a plus.
What we can offer you:
1. A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
2. A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
3. Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
4. A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
5. A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
6. A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
7. A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
8. A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
Ready to build the Service Management framework and governance within Finance?
This is your chance! Apply now!
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Diversity & Inclusion
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
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