Service Operations Financial Planning and Analysis

Job Description

• Use WFM forecasting and contract pricing to build full fiscal year projections of cost for Customer Operations and break the cost down into market, partner, vertical, versions to accurately cross charge those services.

• Own headcount governance: approvals, monthly adjustments and reconciliation against forecast.

• Partner with WFM and BPO Performance team to ensure that Purchase Orders are raised, approved and  reflect the forecasted cost. This involves  interfacing with stakeholders to ensure they understand the submission process and are linking the active PO’s in their filings. Track and report on PO transactions and net remaining balances and escalate any serious deviations of expected numbers to the WFM teams.

• Ensure invoicing from the partners is broken into market, vertical, LOB, and channel detail by agent and productive hour.  Use this to generate accurate reports for correct cross charging of services

• Validate invoices, ensuring the billed hours aligns to hours delivered. Integrate any contractual overlays like penalties into that billing and communicate with the partners

• Manage payment escalations to ensure Pandora is meeting contractual payment terms and there are no risks to operations.

• Deep dive into other department financial data like Cost Per Contact, Cost Per Order, etc. and become a subject matter expert to provide additional insights.

• Lead budget communication cycles across CX & Service Ops, translating business mechanics into financial projections.

• Support in building investment proposals and business cases with ROI and scenario modelling

Qualifications

• Minimum 3 years of proven experience creating, managing, and presenting on financial models.  Responsibilities must include full ownership of projections and approvals of financial models 

• General knowledge of accounting/financial/operational principles, can demonstrate strong discipline in following these GAAP principles

• Experience with Purchase Orders, Invoices, and payment processes for third party vendors

• Strong understanding of BPO networks, including outsourcing terms, SLA’s, performance metrics, penalties, account management, and standard contact center terminology

• Proficient in analyzing pricing models in global markets and projecting financial impacts

• Excellent communication and presentation abilities, with the capacity to influence internal stakeholders and external partners.

Additional Information