OverviewThe Shared Services Manager is responsible for supporting the Shared Services Center by implementing and maintaining management frameworks and service levels for outsourced financial functions. These frameworks include governance, performance management, continuous improvement, service introduction, request management, vendor management, and financial management. This position leads and governs Balance Sheet and General Ledger Shared Services activities across hotel properties, the Dallas Shared Services Center, and outsourced BPO partners. The role ensures reconciliation and close deliverables are completed accurately, timely, and in compliance with GAAP, internal controls, and service level agreements. The position also drives process standardization, workflow management, documentation, automation, and continuous improvement initiatives while serving as a subject matter expert for OneStream, Oracle, and other systems supporting Shared Services operations.
Responsibilities- Serve as the primary Shared Services Center (SSC) lead for Balance Sheet and General Ledger operations, ensuring the timely, accurate, and compliant completion of all account reconciliations in accordance with established SLAs, company policies, and GAAP requirements.
- Oversee the end-to-end reconciliation and close process across hotel properties, the Shared Services Center, and outsourced Business Process Outsourcing (BPO) partners, ensuring work is appropriately assigned, monitored, and completed.
- Manage workflows, deliverables, and service performance across all teams supporting Balance Sheet activities, including reconciliation preparation, review, certification, issue resolution, and period-end close support.
- Partner with property accounting teams, SSC functional leaders, and BPO resources to identify and resolve reconciliation issues, aging reconciling items, balance sheet risks, and process bottlenecks in a timely manner.
- Monitor key performance indicators (KPIs), service level agreements (SLAs), and reconciliation aging metrics to ensure compliance with internal controls and financial reporting requirements.
- Drive standardization and continuous improvement initiatives across Balance Sheet and General Ledger processes, with a focus on quality, efficiency, scalability, and control effectiveness.
- Leverage technology platforms, including OneStream, Oracle, and related financial systems, to enhance automation, streamline workflows, reduce manual effort, and improve reporting and visibility.
- Serve as a subject matter expert (SME) for financial systems supporting SSC operations, maintaining a deep understanding of system capabilities, integrations, configurations, and best practices.
- Support the design, implementation, and optimization of reconciliation automation, workflow management, and close management tools.
- Lead process documentation efforts, ensuring desktop procedures (DTPs), process narratives, control documentation, and training materials are accurate, current, and aligned with operational requirements.
- Establish and maintain governance over Balance Sheet processes and control activities to ensure compliance with company policies, audit requirements, and regulatory standards.
- Analyze reconciliation and close data to identify trends, recurring issues, and opportunities for process improvement, automation, and risk mitigation.
- Provide guidance and support to property finance teams, SSC personnel, and BPO partners on Balance Sheet accounting, reconciliation standards, month-end close requirements, and system functionality.
- Support cross-functional SSC initiatives and transformation projects while maintaining primary accountability for Balance Sheet operations and reconciliation excellence.
- Assist leadership in developing service delivery strategies, resource planning, and operational metrics to continuously improve SSC performance and stakeholder satisfaction.
- Lead and develop a team of accountants, setting expectations for timeliness, accountability, and quality of work.
- Serve as the primary escalation point for Balance Sheet reconciliation issues and communicate high-risk areas to senior leadership.
- Manage the house charge process through FileBound.
- Perform other duties and special projects as assigned.
Qualifications- Bachelor's degree or equivalent experience in Accounting, Business, or Finance.
- Minimum of 2 years of hospitality experience.
- Minimum of 2 years of experience managing accounting functions within a shared services model.
- Prior experience with PMS, POS, procurement, and back-office systems preferred, including Opera PMS, Micros 9700/Simphony, Oracle EBS, and BirchStreet.
- Strong software skills, including high proficiency in Microsoft Office applications and advanced Excel.
- Strong finance background.
- Ability to lead training calls and on-site trainings, as needed, on various systems.
- High level of computer, reporting, analytical, and technical skills, with the ability to communicate complex financial information across varying levels of understanding.
- Collaborative team player who is focused, self-motivated, detail-oriented, accurate, and flexible, with the ability to quickly adapt to changing priorities and tight timelines.
- Proven track record of issue resolution and process improvement.
- Ability to work independently.
- Strong systemic problem-solving skills.
- Willingness to perform business-enhancing functions that are outside the normal scope of work.
- Ability to maintain confidentiality.
