Service Delivery Manager

This role sits within the APAC C&C organization and is part of the APAC C&C LT.

Key accountabilities include the delivery of Process Services, Risk Management, Controllership, BPO oversight activities at APAC regional level, interact with other Regions and part of the C&C / GFS Global organization.

Requires in depth understanding of processes and systems within remit and requires a high level of drive as well as stakeholder’s management both internally and externally.

The candidate will need to be able to lead activities independently as well as drive performance of BIP / Inventory / BPO provider in pursuit of the GFS goals & objectives, designing & driving appropriate initiatives for local & offshore teams to deploy.

The Service Delivery Manager (SDM) will need to have a comprehensive understanding of how the different processes / systems / period end closed activities are operating. Will need to monitor metrics to drive process performance both internally and externally with third party providers. Where metrics, process variation analysis and/or Voice of the Customer indicate that the process is not operating optimally, the SDM will need to ensure that the C&C team partners with business to determine what type of intervention (if any) is required.

The SDM role will also drive Risk Management activities, managing risks and maintaining a high level of compliance and partnering with the FRMC organization.

Controllership activities sits also within this role with the responsibility to manage C&C P&L and drive accuracy in the forecasting process.

This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following:

• Risk Management, Control’s compliance and Monitoring activities of the Controllership team. Partnering with FRMC to manage risks and maintain a high level of compliance. Support internal and external reviews as needed.

• Finance Partnering activities for the C&C organisation ensuring a detailed management of the P&L and accuracy in forecasting.

• Analytics of Actual (Cost / HC) vs Budget / Forecasting.

• Deliver efficiency improvements to drive Cost to Serve to upper quartile benchmark. Identify risks and opportunities to drive performance of the organization.

• Drive delivery and performance of the GSK Operations CoE’s to support the C&C organisation in the Finance Hub and APAC markets, leveraging on a team of GPO Subject Matter Experts to drive continuous improvement and troubleshooting issues faced by the GSK Operations while keeping the Controllership team abreast of potential challenges & proposed recommendations.

• Bring End to End view of the process CoE (Master Data Management, Fixed Assets, Banking, Payroll, Insurance, Intercompany, Period End close, Balance Sheet, Inventory) service line provided by our Third Party service provider(s).

• Working closely with the GSK Operational Controller and accountable for day to day GSK Operations delivery, designing, embedding and monitoring Key Performance Indicators (KPIs) [Lead & Lag] and Service Level agreements (SLAs) where applicable, ensuring operational issues are identified and promptly resolved and proactively identifying any issues or risks to the service. Establishment of lead metrics to proactively identify challenges to come.

• Drive issue resolution, including robust Root Cause Analysis & implementation of agreed action plans.

• Monitor GSK Operations capabilities for the above mentioned CoE’s, identifying training requirements, attrition risks and deploying plans/trainings accordingly.

• Escalate issues through C&C governance, including Service Alerts where required, having clearly identify blockers, support required and proposing solutions.

• Feed into C&C strategy at regional level (Regional C&C Directors and GPO), identifying areas that require GPO intervention (Process redesign and / or technology intervention, RPA opportunities, etc).

• Drive GSK Operations adoption of standard practices and consistency ways of working in service delivery across the region through GSK policies, tools and processes.

• Ensure robust Business Continuity Planning and Risk Management, including adequacy of Management Monitoring procedures to ensure internal controls are designed and working effectively and regulatory compliance are met through applicable policies, procedures and processes performed by GSK Operations for the above mentioned CoE’s.

• Manage a team of Analysts, in alignment with GSK Values & Expectations, driving individual & team performance and developing our team members.

• Participate to Operations Board governance activities as needed.

• Working closely with Cluster Controllers, Operational Controller, Markets to drive resolution of challenges faced and with the RIL to drive implementation of projects as per roadmap.

• Leading Communication activities within the APAC C&C team.

• Provide trainings to the C&C and Third Party organization(s) as required.

We are looking for professionals with these required skills to achieve our goals:

• Degree in Finance / Accounting.

• 10+ years of Financial Reporting / Auditing / Accounting processes experience-knowledge (financial accounting, master data maintenance, banking, payroll, insurance, fixed assets, inter-company transactions, inventory, period end close / BSR etc.). Working knowledge of IFRS requirements.

• Experience in working in Global Business Services in financial accounting functions preferably in a multinational environment and have a good knowledge of Commercial operations.

• Excellent communication and interpersonal skills. Able to interact with internal and external stakeholders at different level.

• Managerial experience, driving performance of a team in other R2R / C&C organizations.

• Management of Third Party Provider(s).

• Experience of working in a Control / SOX environment.

• Pro-active, self-motivated and displaying initiative in solving problems.

• Actively seeks to improve processes, standardizing them and making more effective and efficient.

• Attention to detail, excellent analytical and problem-solving capabilities.

• Ability to plan and manage workload to ensure all key deadlines are met.

• Used to work with tight timelines and in a demanding environment.

• Good systems knowledge: SAP, Bison, Cadency.

• Ability to work in cultural diverse teams and reconcile cultural differences.

• Fluent in English – both written and spoken.

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

• CPA, ACA, CIMA, ACCA or equivalent is preferred.

• FMCG / Pharmaceutical industry experience preferred.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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