Job Description

Job Summary:

The Senior Manager, RTR & ATR Service Performance Management, is responsible for ensuring the effective, efficient, and customer-focused delivery of Record-to-Report (RTR) and Acquire-to-Retire (ATR) services within the Global Business Services (GBS) organization. This role acts as the primary liaison between Finance leadership, business stakeholders, and the offshore service delivery teams, ensuring service commitments, operational excellence objectives, and continuous improvement initiatives are consistently achieved.

The Senior Manager, RTR & ATR Service Performance Management is accountable for monitoring service delivery performance, driving issue resolution, improving customer satisfaction, and leading cross-functional initiatives that enhance financial operations. This role serves as the voice of the customer for Finance while partnering closely with process owners, operational teams, technology teams, and offshore leaders.

Reporting to the Director, Process Excellence & Initiatives, the Senior Manager, RTR & ATR Service Performance Management plays a critical role in driving SLA compliance, governance, stakeholder engagement, process standardization, and continuous improvement across RTR and ATR processes.

Job Duties:

• Service Delivery Management
  • Acts as the primary relationship manager for Finance stakeholders consuming RTR and ATR services
  • Monitors day-to-day service performance against established SLAs, KPIs, and operational targets
  • Identifies service delivery risks and proactively drive mitigation plans
  • Ensures timely escalation and resolution of operational issues impacting Finance customers
  • Facilitates governance reviews between Finance leadership and GBS service delivery teams
  • Leads service review meetings and communicate performance trends, challenges, and improvement opportunities
• Customer & Stakeholder Management
  • Serves as the trusted advisor and single point of contact for Finance leadership regarding RTR and ATR service performance
  • Develops strong partnerships with Controllers, Accounting leaders, Finance Directors, and business stakeholders
  • Gathers customer feedback and translate insights into actionable improvement initiatives
  • Manages stakeholder expectations while balancing operational capabilities and business requirements
  • Drives customer satisfaction programs and continuously improve the Finance customer experience
• Performance Management & Reporting
  • Develops and maintains performance dashboards and scorecards
  • Defines, tracks and reports key operational metrics including:
• Continuous Improvement & Process Excellence
  • Partners operational teams to identify process improvement opportunities
  • Leads problem-solving initiatives using Lean, Six Sigma, or continuous improvement methodologies
  • Drives standardization and harmonization efforts across regions and service centers
  • Supports automation, workflow enhancement, and digital transformation initiatives
  • Facilitates root cause analysis sessions and implement corrective action plans
• Governance & Compliance
  • Ensures adherence to internal controls, accounting policies, and compliance standards
  • Monitors operational compliance with established procedures
  • Supports internal and external audit activities
  • Tracks remediation activities and ensure closure of audit and control issues
  • Participates in governance councils and leadership reviews
• Transition & Transformation Support
  • Leads migrations of RTR and ATR work into the GBS organization
  • Assists with service stabilization efforts following transitions
  • Participates in transformation initiatives, ERP enhancements, and operating model changes
  • Collaborates with project teams to ensure operational readiness and successful adoption of new processes
  • Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills & Abilities:

Education:

• Bachelor's degree required; focus in Finance, Accounting, Business, or Operations, required

Experience:

• Seven (7) or more years of experience in Accounting, Finance Operations, Shared Services, or Global Business Services, required
• Experience supporting RTR (Record to Report) and/or ATR (Acquire to Retire) processes in a Shared Services or GBS environment, required
• Experience managing offshore or global delivery teams, required
• Proven experience driving service delivery performance and stakeholder management, required
• Experience with SLA (Service Level Agreement) governance, KPI (Key Performance Indicator) management, and operational reporting, required

License/Certifications:

• Six Sigma Green Belt, preferred

Software:

• Proficiency with Microsoft Office Suite, specifically Word and Excel, required
• Oracle Financials or similar software experience, preferred

Language:

• N/A

Other Knowledge, Skills & Abilities:

• Exceptional stakeholder management and influencing skills
• Strong executive communication and presentation abilities
• Ability to manage through influence without direct authority
• Strong analytical and problem-solving capabilities
• Customer-centric mindset focused on service excellence
• Ability to navigate complex global organizations and matrix structures
• Strong project and change management capabilities

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.

National Range: $125,000 - $150,000
Maryland Range: $125,000 - $150,000
NYC/Long Island/Westchester Range: $125,000 - $150,000