Senior Manager - SAM

Key Responsibilities: 1. Service Delivery Governance & Stakeholder Management • SAM Leader acts as Service Management Head • Own end-to-end service delivery governance across assigned markets. • Serve as the primary interface for BMU CFOs and GMs, building trusted stakeholder relationships and managing escalations • Lead Monthly and Quarterly Service Reviews • Represent voice of customer within SSC / BMU Face in SSC 2. Financial Control & Compliance • Act as Market Controller for assigned markets. • Oversee month-end, quarter-end, and year-end close governance. • Ensure reporting accuracy, financial integrity, and balance sheet hygiene. • Support statutory audits and ensure compliance with SOX and internal control requirements 3. Service Performance & Insights • Define and govern SLAs (review SLA performance and publish dashboards), KPIs, and Reverse SLAs. • Own service performance reporting and dashboard governance. • Ensure recurring service issues are addressed through sustainable process improvements and root cause analysis for major issues. • Monitor and communicate service performance, risks, and improvement actions to leadership. 4. Escalation and Issue Management • Day-to-day operations managed directly with SSC teams • Only escalations routed via SAM (not routine/operational activities) • SAM acts as single escalation owner and ensures resolution Key Responsibilities: 1. Service Delivery Governance & Stakeholder Management • SAM Leader acts as Service Management Head • Own end-to-end service delivery governance across assigned markets. • Serve as the primary interface for BMU CFOs and GMs, building trusted stakeholder relationships and managing escalations • Lead Monthly and Quarterly Service Reviews • Represent voice of customer within SSC / BMU Face in SSC 2. Financial Control & Compliance • Act as Market Controller for assigned markets. • Oversee month-end, quarter-end, and year-end close governance. • Ensure reporting accuracy, financial integrity, and balance sheet hygiene. • Support statutory audits and ensure compliance with SOX and internal control requirements 3. Service Performance & Insights • Define and govern SLAs (review SLA performance and publish dashboards), KPIs, and Reverse SLAs. • Own service performance reporting and dashboard governance. • Ensure recurring service issues are addressed through sustainable process improvements and root cause analysis for major issues. • Monitor and communicate service performance, risks, and improvement actions to leadership. 4. Escalation and Issue Management • Day-to-day operations managed directly with SSC teams • Only escalations routed via SAM (not routine/operational activities) • SAM acts as single escalation owner and ensures resolution Min Requirement: • CA with around 7-8 years of work experience post qualification. • Preferred Industry would be Hospitality, Restaurant/ E Commerce/ Retail etc. • Should be proficient in MS Office. • Excellent Communication skill & stakeholder management.