Position Summary
The Accounting Operations Supervisor supports the management, Country Manager, and Chief Financial Officer by providing operational and administrative oversight over several Business Units under Accounting Operations. The AOS shall be responsible in making sure that the assigned Business Units he/she handles meet client expectations by monitoring team performance and initiating operations improvement measures. The AOS also plays a key role in managing client relations, both in transitioning of new clients or business units and maintaining current ones.
Duties and Responsibilities
Performance Management
• Monitors team performance to ensure meeting of Service Level Agreement and KRAs
• Reviews and coordinates with BU Managers and supervisors/team leads on the development of KRAs and targets
• Ensures compliance of all business units in performance management activities - PA, One-on-One, and Coaching
• Supports BU Managers and supervisors/team leads in monitoring daily activities of business units
• Develops, implements, and enhances business continuity programs
Operations Improvement/ Compliance
• Reviews team performance metrics together with BU Managers and supervisors/team leads to determine improvement opportunities in productivity, efficiency, and quality
• Drives continuous improvement initiatives and sets targets
• Initiates review of process and policies as needed
• Ensures compliance to standard operational procedures and policies
Transition Management
• Assists in finalizing the scope of the Process Handover Sheet
• Plans and manages transition timeline for new accounts
• Reviews and makes recommendations on manpower requirements and coordinates with the Recruitment team for a smooth and efficient hiring process
• Assists in the documentation of processes for new accounts
• Develops KRAs together with the client and designs monitoring process, including trackers and reports
• Oversees development of training materials and supports in the conduct of training sessions
• Liaises with the client on the progress of implementation
Client Relations Management
• Manages client relations through regular communication with key client representatives
• Manages feedback from clients, including complaint resolution
• Liaises with the client on changes to the process scope, including changes in manpower requirement or any other change request
As Business Partner to Human Resources
• Ensures adherence to company policy and supports HR in the effective communications of such policies
• Drives review of training requirements for various operational roles
• Liaises with human resources for the development and management of employee recognition programs.
Other Tasks
• Attend various industry conferences to gain knowledge on updated accounting and knowledge process outsourcing trends and best practices
• Travel and be assigned to client onsite premises, especially during transition management
• Performs other related duties as assigned by the Country Manager & CFO
Minimum Qualifications
Functional Competencies
• Exceptional analytical and quantitative abilities
• Excellent interpersonal, project/time management, organizational, written and oral communication, prioritization, problem-solving, conflict management and leadership skills
• Computer proficiency utilizing word-processing, spreadsheet, and presentation software
• Leadership and People Management Skills: Ability to identify appropriate resources for a variety of assignments, motivate people, delegate, build team, clearly explain assignments, provide useful feedback on work and behavior.
• Coaching Skills: Ability to patiently serve as a coach and further the development of associates, teach and thoroughly explain the responsibilities of the job to them, and provide them with social support as well as professional guidance.
• Project Management Skills: Ability to handle projects that may be assigned from time to time from start to finish.
• Client relationship skills: Ability to effectively communicate with the clients and understand their business needs and deliver them by managing the workforce efficiently
• Knowledge of HR laws and regulations and employee relations skills.
• Knowledge of change management and business reengineering practices. Has a successful track record of leading and driving change.
• Expertise and hands-on knowledge of various accounting software (ie SAP, Oracle, NetSuite, Sage, Xero, Microsoft AX NAV, and Dynamics, etc)
Education & Work Background
• Bachelor’s degree in Accountancy; CPA or MBA is preferred
• Minimum of five years of experience as an Accounting Manager or Operations Manager in a financial account
• BPO or Shared Service Experience handling financial accounts is a plus