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Record To Report Service Delivery Manager

Job Category:

BPO / KPO / Shared Services

Job Level:


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Close date:


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Job Description and Qualification:

The Service Delivery Manager oversee the delivery of the service in terms of operations, ensures applicable accounting standards and system procedures are consistently observed and all statutory or non-statutory requirements are met. Manage the full accounting process from daily ledger activities through to statutory account filings, ensuring the proper accounting treatment in line with IFRS and Group policies. 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. 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

  • 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
  • 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.
  • 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
  • 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; el of customer satisfaction;
  • 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, on boarding, transferring, monitoring performance, and disciplining team members; this includes providing recommendations and/or solutions related administrative issues
  • 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

Specific Responsibilities 

  • Accounting 
    • Technical Leadership – interpreting existing and proposed accounting guidance, communicating the impact on the business and financial processes and proposing changes as appropriate. 
    • Process – assisting the team in reviewing the existing process, understand how these are best applied
    • Reporting – create reporting on key indicators to share with management and other stakeholders 
    • ERP System – support training for users if required on accounting system functionality. Identify issues and work with Controller/Team Members to implement improvements 
  • General Ledger 
    • Month-end – manage the month-end close process to deadlines, drive on-going accounting through month rather than just at month-end, and ensure figures reported to into Group are signed off as accurate. 
    • Balance Sheet – hold monthly balance sheet reviews, sign off reconciliations, propose adjustments 
    • Daily – answer questions on accounting, coding, treatment, etc. 
  • Accounts Payable and Receivable 
    • Payments -sign-off supplier and employee payment proposals, prior to submission to bank 
    • Ad hoc – manage the urgent and manual payment process, investigate ways to reduce 
    • Daily – answer questions on supplier issues, coding, ledger clean-up, workorders, etc 
  • Revenue Recognition 
    • Financial Integrity – on monthly basis ensure revenue is recognised correctly in line with Group policy 
    • IFRS15 – actively work with group to make sure this is applied Statutory Accounts 
    • Filing – complete the draft statutory accounts for entities in hands, liaising with external auditors to ensure these are signed off and filed within set deadlines 
  • Taxation 
    • VAT – support to manage the accounting, reporting and payment of VAT, ensuring group continue to reconcile and generate the reports for submission 
    • GL Provision 
    • Compliance – provide ongoing guidance to group and employees on correct coding of expenses, ensure systems are set up correctly report tax 
    • Payroll – provide the PCP mileage calculation monthly to payroll to reimburse tax on business mileage. Submit annual filings to HMRC for taxable benefits, and share scheme compliance 
    • Timetable – manage to ensure filings and payments are made to time
  • Auditors 
    • Audits – manage interim and final audits with external and internal auditors. Ensure client participation schedule is agreed, and timely delivery of samples and answers to questions arising. 
    • Documentation – proactively create documentation on key transactions, setting out position, gain approval from Controller prior to passing to auditors 
  • Cash 
    • Cashflow Forecast – work with Controller and Finance Director on cashflow forecasting process, work with team on creating the forecast, and submit to deadlines 
    • Cash planning – brief Finance Director and Controller on cash status, monitor capital, review upcoming transactions, ensure Treasury are advised to fund the accounts in time. 
  • Ad Hoc, including 
    • National Statistics – timely completion of these as required, maintain log of returns 
    • Entity file – maintain for each entity, with the core information on the function and history of each


  • A graduate of a four-year bachelor’s degree in Accountancy.
  • Other certifications (Prince2, PMP, MBA, LSS), advantage
  • CPA required
  • At least 12 years combined working experience with 6 years relevant experience in general accounting, financial and management reporting, including consolidation, legal entity compliance, and reconciliations.
  • Sound practical knowledge of IFRS, applicable GAAP and taxation laws, and SOX
  • At least 8 years of managing people of which 5 year gained from SSC or BPO;
  • Should have good exposure in working with SLA’s and KPI’s Level Agreements and KPIs 
  • External auditing experience, a distinct advantage 
  • Proven management of data migration projects; 
  • Experience in process improvement, PMP/Prince/Six Sigma an advantage; 
  • Experience in shared service industry or BPO industry is required; 
  • Experience in shipping industry is an advantage.

Specific Skills

  • Fluent (writing and verbal) in English and have superior communication, leadership and organizational skills 
  • Presentations, meeting facilitation, trainings, 
  • MS Office applications especially WORD, EXCEL and email applications such as MS Outlook 
  • Oracle experience is a plus 
  • Proficiency in POWERPOINT, VISIO, etc. preferred. 
  • Deadline -oriented and is able to resort to procedures that will promote cost savings and make recommendations on process improvements. 


  • Strong technical accounting knowledge (GAAP, IFRS) 
  • Experience of achieving statutory account filing including managing audit relationships 
  • Experience of managing corporation tax and VAT would be an asset 
  • Desirable understating of License and Recurring revenue streams 
  • Experience in a fast-paced international organization

Personal Attributes 

  • Clear proactive communicator, especially with remote internal customers 
  • Values accuracy and attention to detail 
  • Strength of character to enforce financial disciplines – does the right thing 
  • Sense of urgency for performance improvement, action -oriented, results-focused 
  • Creates strong personal partnerships and alliances, gains respect of colleagues 
  • Control-minded, considers how to protect the Individual and the Company 
  • Strong team-player, looking for a challenge and to enjoy the job 
  • Willing to travel, frequency to be determined


PHP 1M – 1.9M