Key skills
LeadershipStakeholder ManagementCommunication
About this role
Key Responsibilities:
1. Service Delivery Governance & Stakeholder Management
• SAM Leader acts as Service Management Head
• Own end-to-end service delivery governance across assigned markets.
• Serve as the primary interface for BMU CFOs and GMs, building trusted stakeholder relationships and managing escalations
• Lead Monthly and Quarterly Service Reviews
• Represent voice of customer within SSC / BMU Face in SSC
2. Financial Control & Compliance
• Act as Market Controller for assigned markets.
• Oversee month-end, quarter-end, and year-end close governance.
• Ensure reporting accuracy, financial integrity, and balance sheet hygiene.
• Support statutory audits and ensure compliance with SOX and internal control requirements
3. Service Performance & Insights
• Define and govern SLAs (review SLA performance and publish dashboards), KPIs, and Reverse SLAs.
• Own service performance reporting and dashboard governance.
• Ensure recurring service issues are addressed through sustainable process improvements and root cause analysis for major issues.
• Monitor and communicate service performance, risks, and improvement actions to leadership.
4. Escalation and Issue Management
• Day-to-day operations managed directly with SSC teams
• Only escalations routed via SAM (not routine/operational activities)
• SAM acts as single escalation owner and ensures resolution
Key Responsibilities:
1. Service Delivery Governance & Stakeholder Management
• SAM Leader acts as Service Management Head
• Own end-to-end service delivery governance across assigned markets.
• Serve as the primary interface for BMU CFOs and GMs, building trusted stakeholder relationships and managing escalations
• Lead Monthly and Quarterly Service Reviews
• Represent voice of customer within SSC / BMU Face in SSC
2. Financial Control & Compliance
• Act as Market Controller for assigned markets.
• Oversee month-end, quarter-end, and year-end close governance.
• Ensure reporting accuracy, financial integrity, and balance sheet hygiene.
• Support statutory audits and ensure compliance with SOX and internal control requirements
3. Service Performance & Insights
• Define and govern SLAs (review SLA performance and publish dashboards), KPIs, and Reverse SLAs.
• Own service performance reporting and dashboard governance.
• Ensure recurring service issues are addressed through sustainable process improvements and root cause analysis for major issues.
• Monitor and communicate service performance, risks, and improvement actions to leadership.
4. Escalation and Issue Management
• Day-to-day operations managed directly with SSC teams
• Only escalations routed via SAM (not routine/operational activities)
• SAM acts as single escalation owner and ensures resolution
Min Requirement:
• CA with around 7-8 years of work experience post qualification.
• Preferred Industry would be Hospitality, Restaurant/ E Commerce/ Retail etc.
• Should be proficient in MS Office.
• Excellent Communication skill & stakeholder management.