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Director Finance Service Delivery
Pearson
Hoboken, NJ, United States
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Summary of role:
Accountable for the management of Pearson’s outsourced shared services agreement with IBM ensuring that our Service Provider meets agreed service levels, costs and quality requirements. Responsible for working with Global Process owners to ensure that IBM are driving continuous improvement and best practice to improve quality and cost of services Additionally this role is responsible for ensuring our Service Provider supports Pearson’s finance vison to simplify, standardize and eliminate transactional processes to help meet the organizations strategy of lowering our global cost of finance.
Main activities/responsibilities:
Service Delivery:
• · Ensure effective governance for service delivery with key stakeholders within Financial Control, Operations or elsewhere in the business covering services provided at suppliers 3 service centers in Bangalore India, Heredia Costa Rica and Dalian China.
• · Monitor service performance and service quality and ensure SLAs are fit for purpose, reported correctly and are effective for current environment.
• · Resolve service escalations quickly and ensure preventative measures in place to mitigate in future (e.g. KIR/PDR Process).
• · Measure and achieve good customer satisfaction ratings through annual CSAT surveys covering key stakeholders/end users of the service.
• · Monitor annual contract deliverables ensuring that all contractual obligations are met in a timely manner.
• · Partner with global PFS Lead to identify opportunities to transition work from PFS to BPO supplier in support of Pearson’s Target Operating Model (TOM).
Contract and Financial Management:
• · Manage the contract and changes to it through our CCN process which includes a review of all proposed CCN’s, their cost implications and where FTEs are being added verification from key stakeholders that offsetting costs are identified.
• · Participate as a key player in all contract discussions and negotiations with the aim of delivering savings to Pearson finance costs.
• · Ensure a thorough review of all monthly charges is performed and that costs are in line with current 3A3G contract billings. Any deviations should be discussed with service provider’s billing contact and resolved timely.
• · Prepare annual budget and forecast updates for global service delivery contract. Budgets are prepared in USD, GBP, MEX peso and HKD and are to be reviewed with key stakeholders to ensure alignment of their submissions to Pearson Finance.
• · Ensure actual costs are tracked monthly against annual budget and latest forecast.
Transitions:
• · Prepare for and deliver smooth stabilizations of work transitioned from Pearson to IBM in support of TOM.
• · Ensure proper governance is maintained to provide for objective Go / No Go decisions.
• · Identify company-wide opportunities to leverage BPO services where they are agreed to be in the best interests of Pearson globally.
Audit and Control:
• · Ensure that a satisfactory control environment is maintained and that supplier follows all Pearson policies around access, finance controls and SOX.
• · Liaise with both Internal and External audit for site reviews are conducted timely and effectively and work with supplier to quickly resolve any noted deficiencies.
• · Perform annual SSAE16 SOX test, review annual QSEC report and BCP testing reports noting any highlighted gaps or deficiencies and track action plan through remediation.
Personnel:
• · Direct supervision of the Manager of Service Delivery (located in the U.S.) and Business Engagement Manager (located in the U.K.).
• · Perform annual reviews in line with Pearson policy and provide continual feedback on annual goal performance.
• Expected results:
• Delivery of all work to agreed Service Level Agreements
• Process improvement over time including simplification, standardization and elimination
• Flexibility to meet tight and changing deadlines
• Strong governance over service delivery
Qualifications
Required capabilities:
The Business of Pearson:
• Commercially aware
• Digitally focused
• Driven by consumer and learner requirements
Working in One Pearson:
• Organizationally agile
• Influences without authority
• Prioritizes and makes effective decisions
• Builds relationships
Efficacy:
• Outcomes oriented
• Continuously improves
• Evidence informed
Functional Capabilities:
• Financial planning
• Financial reporting
• Business translation
• Data analysis
Technology:
• Oracle: Business Suite, OBIEE/DB reporting
• MS Office: Excel, Word, PowerPoint