Senior Manager - BPO Service Delivery

Join Serco’s Finance Transformation and help build the engine of growth
 
Serco is transforming Finance to support its future growth, creating a UK-led Global Finance Services (GFS) Hub at the heart of the organisation. This hub is designed to be a true engine of growth - delivering accurate, timely and well-controlled financial information while driving standardisation, efficiency and continuous improvement across the business.

As part of this transformation, we’re expanding our Finance capability and are recruiting a Senior Manager – BPO Service Delivery to key role in ensuring the effective delivery of outsourced Finance services delivered by Serco’s BPO partner.

The role

The Senior Manager – BPO Service Delivery plays a key role in ensuring the effective delivery of Finance services provided through Serco’s outsourced BPO partner.
Working within the GFS Hub, you will act as the primary operational interface between Serco Finance and the BPO provider, ensuring outsourced services operate efficiently, compliantly and in line with agreed service standards. You will oversee service performance, manage escalations, and ensure strong governance across outsourced Finance operations while maintaining clear visibility of delivery across the Finance community.

This is a global-facing role supporting multiple regions, working closely with Finance leadership, Global Process Owners and operational stakeholders to ensure outsourced Finance services operate as an integrated and reliable part of Serco’s global Finance operating model.

As part of this you’ll:

•    Monitor and challenge BPO performance against SLAs, KPIs and contractual commitments
•    Review service dashboards, operational scorecards and performance reporting to identify risks and improvement opportunities
•    Lead the resolution of escalated service issues, ensuring timely resolution and prevention of repeat issues
•    Support Service Performance Reviews with the BPO provider and track actions through to completion
•    Work with Finance teams to capture feedback, identify recurring issues and coordinate improvements
•    Maintain oversight of operational risks and ensure appropriate mitigation plans are in place
•    Support commercial oversight of outsourced services including supplier charging and service credits
•    Coordinate the operational impact of Finance process, system or organisational changes affecting outsourced delivery
•    Build strong working relationships across Finance, BPO teams and internal stakeholders
•    Provide clear communication and reporting on service performance, risks and delivery activity across the GFS and Finance community

What you’ll need to do the role

•    Experience working in Finance service delivery, shared services or BPO environments
•    Strong understanding of core Finance processes such as R2R, P2P, O2C or FP&A
•    Experience working with large outsourced service providers within complex organisations
•    Strong analytical and problem-solving skills with the ability to interpret performance data and KPIs
•    Excellent stakeholder management and communication skills
•    Understanding of risk management, controls and audit requirements within Finance operations
•    Ability to manage competing priorities and operate effectively in a fast-paced environment
Desirable experience includes working within a Global Finance Services or shared services model, familiarity with SAP or Finance technology platforms, and experience supporting service transitions or continuous improvement initiatives.

Why Serco

You’ll be part of a high-profile Finance transformation, playing a hands-on role in shaping Finance processes, systems and culture across a truly global organisation. Working in a collaborative, forward-thinking environment, you’ll gain standout experience delivering meaningful change while building strong foundations for long-term career opportunities across Serco.

What we offer 

- A strong competitive base salary
- Bonus potential of up to 30% 
- Company car or car allowance (£5860) 
- PMI x2
- 10% contributory pension
- A range of Serco corporate benefits
Appointments are subject to the outcome of ongoing organisational consultation.
 
#NewFinanceHub

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.