Sr. Manager, RTR & ATR Service Management

JOB DESCRIPTION

The Senior Manager, RTR & ATR Service Performance Management, is responsible for ensuring the effective, efficient, and customer-focused delivery of Record-to-Report (RTR) and Acquire-to-Retire (ATR) services within the Global Business Services (GBS) organization. This role acts as the primary liaison between Finance leadership, business stakeholders, and the offshore service delivery teams, ensuring service commitments, operational excellence objectives, and continuous improvement initiatives are consistently achieved.

The Senior Manager, RTR & ATR Service Performance Management, is responsible for ensuring the effective, efficient, and customer-focused delivery of Record-to-Report (RTR) and Acquire-to-Retire (ATR) services within the Global Business Services (GBS) organization. This role acts as the primary liaison between Finance leadership, business stakeholders, and the offshore service delivery teams, ensuring service commitments, operational excellence objectives, and continuous improvement initiatives are consistently achieved.

The Senior Manager, RTR & ATR Service Performance Management is accountable for monitoring service delivery performance, driving issue resolution, improving customer satisfaction, and leading cross-functional initiatives that enhance financial operations. This role serves as the voice of the customer for Finance while partnering closely with process owners, operational teams, technology teams, and offshore leaders.

Reporting to the Director, Process Excellence & Initiatives, the Senior Manager, RTR & ATR Service Performance Management plays a critical role in driving SLA compliance, governance, stakeholder engagement, process standardization, and continuous improvement across RTR and ATR processes.

• Service Delivery Management
  • Acts as the primary relationship manager for Finance stakeholders consuming RTR and ATR services
  • Monitors day-to-day service performance against established SLAs, KPIs, and operational targets
  • Identifies service delivery risks and proactively drive mitigation plans
  • Ensures timely escalation and resolution of operational issues impacting Finance customers
  • Facilitates governance reviews between Finance leadership and GBS service delivery teams
  • Leads service review meetings and communicate performance trends, challenges, and improvement opportunities
• Customer & Stakeholder Management
  • Serves as the trusted advisor and single point of contact for Finance leadership regarding RTR and ATR service performance
  • Develops strong partnerships with Controllers, Accounting leaders, Finance Directors, and business stakeholders
  • Gathers customer feedback and translate insights into actionable improvement initiatives
  • Manages stakeholder expectations while balancing operational capabilities and business requirements
  • Drives customer satisfaction programs and continuously improve the Finance customer experience
• Performance Management & Reporting
  • Develops and maintains performance dashboards and scorecards
  • Defines, tracks and reports key operational metrics including:
• Continuous Improvement & Process Excellence
  • Partners operational teams to identify process improvement opportunities
  • Leads problem-solving initiatives using Lean, Six Sigma, or continuous improvement methodologies
  • Drives standardization and harmonization efforts across regions and service centers
  • Supports automation, workflow enhancement, and digital transformation initiatives
  • Facilitates root cause analysis sessions and implement corrective action plans
• Governance & Compliance
  • Ensures adherence to internal controls, accounting policies, and compliance standards
  • Monitors operational compliance with established procedures
  • Supports internal and external audit activities
  • Tracks remediation activities and ensure closure of audit and control issues
  • Participates in governance councils and leadership reviews