The Service Delivery team will be a new team in Financial Operations that will be set up by the Service Delivery Manager. The initial goal for the Service Delivery Manager is to develop a successful customer service operation for finance and then oversee the delivery of Financial Operations services by receiving feedback, inquiries and requests from stakeholders, coordinating with various Financial Operations teams for resolutions and executing an enterprise solutions-based and customer-centric approach to addressing process improvement areas.

Be the primary contact for inquiries to the financial operations team for both internal and external customers. Develop a successful customer service operation for finance and then oversee the delivery of Financial Operations services by receiving feedback, inquiries and requests from stakeholders, coordinating with various Financial Operations teams for resolutions and executing an enterprise solutions-based and customer-centric approach to addressing process improvement areas.

Key Job Responsibilities

Work with the Financial Operations Director and managers to identify service delivery scope, approach and plan to structure / resource the service delivery team, deliverables and success measures.

Develop the plan that will ensure a seamless transition of work from within Financial Operations and establish internal ways of working and SLAs to ensure that issues are managed through appropriate channels.

Lead the implementation of a standard ticketing management system across the company’s financial accounting processes to enable the service delivery function.

Create a plan to communicate the service delivery model and strategy and set up the format and cadence to proactively engage with stakeholders within and outside Finance.

Execute the plans and demonstrate a high level of service and ownership of the customer service function in Financial Operations.

Champion a standard and transparent approach to issues management and customer engagement in Financial Operations.

Exhibit strong customer-centric mindset, manage conflict, and influence behavior based on Boyd values, understand the big picture with strategic vision and guide the team through uncertainty, even with imperfect details or info.

Execute projects as assigned by the Financial Operations Director.

Education and/or Experience Required

Completion of a professional accounting designation or equivalent post-secondary education and/or experience.

4+ years leadership and service-minded experience with accounting knowledge.

Proven ability to build and lead a high performing team and support cultural transformation in an organization.

Project management experience is an asset.

Workday experience is an asset.

Required Skills/Abilities

Excellent verbal and written business communication skills.

Strong reporting, presentation and analytical skills.

High level proficiency with excel including complicated excel formulas and pivot tables

Hands-on team player; builds relationships with team members throughout the company.

Proven problem-solving skills.

Customer service oriented.

Thrives on working in a fast-paced environment.

Ability to easily learn new software.

Other Requirements (i.e., physical requirements, travel, etc. that is not covered above)

Ability to work remotely if necessary.

Some travel may be required.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The physical demands of your job must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

Compensation Details

71,300.00 - 95,000.00 - 118,800.00 CAD Annual