The Senior Service Delivery Manager oversee the delivery of the service in terms of operations and

ensures applicable accounting standards and system procedures are consistently observed and all

statutory or non-statutory requirements are met. He/she provides leadership and direction to the team

by defining the team and individual goals to ensure that all agreed Service Level Agreement (SLA) and

Key Performance Indicators (KPIs) are consistently achieved.

He/she performs administrative functions required from the job and scope of responsibility such as but

not limited to hiring, transferring, suspending, laying-off and disciplining team members.

Key Responsibilities

1. Reporting and Compliance

• Monitor and reports compliance to all applicable accounting standards, system procedures, and

statutory requirements

• Ensures deadlines are met for timely completion of all reportorial requirements related to area

of responsibility

• Responsible in coordinating and providing needed information and documents during internal

and external audit

• Define and ensure regular review of SLA’s

2. Stakeholder Communication and Engagement

• Regular engagement with stakeholders and at the same time, provides solutions to various

issues and escalations of customers to ensure high level of customer satisfaction, as required

• Facilitate organized communication and handling of business concerns by acting as business

partner to assigned stakeholders

• Communicating across organizational boundaries.

3. Efficiency and Improvements

• Implement cost-saving procedures in support of company goals

• Drives standardization and business process improvements to support company’s strategic

objectives

• Drive continuous improvement by promoting a culture of innovation and challenging inefficient

practices

4. Operations, Planning, Organizing and Controlling

• Provides leadership and direction to the team by defining and setting goals for the team to

ensure that the team provides excellent service level and meets the required KPI

• Ensure that the team has a sound resiliency plan, including a working back-up system and

complete and updated process documentations

• Monitors monthly performance of the team and ensure compliance with Service Level

Agreement such as but not limited to KPI, month-end reports, and ad hoc reports requested

from time to time including responses to audit findings and level of customer satisfaction

5. Staff Retention and Development

• Provide guidance to team on company goals and policies

• Manage, motivate, and develop the team, which includes regular coaching, performance

appraisals, and discussions of staff individual development plan

• Clearly communicate the vision, the mission, and the objectives of any change management

effort. Help people to understand how these changes will affect them personally

• Promote activities and projects for the team that will encourage employee development and will

enhance employee morale and job satisfaction

• Develop monitoring tools to aid in the performance analysis and evaluation

• Perform administrative functions such as but not limited to hiring, onboarding, transferring,

monitoring performance, and disciplining team members. This includes providing

recommendations and/or solutions related to administrative issues

6. Business Process Migration

• Build transition plans including staffing, infrastructure/application support, change

management, and trainings.

• Ensure service transition is successfully executed to schedule, budget and scope