Senior Manager, Finance Service Delivery

Job title: Senior Manager, Finance Service Delivery

Company: Nutrien

Job description: Job Description

Senior Manager, Finance Service Delivery (Saskatoon, Saskatchewan or Calgary, Alberta, Canada or Loveland, Colorado or Northbrook, Illinois)

At Nutrien, our Purpose is to grow our world from the ground up and we do so with safety and integrity as our core values. Nothing is more important than sending our people home safe, every day.

Nutrien is a leading provider of agricultural products, services, and solutions. With approximately 20,000 employees world-wide, we are the largest producer of potash (by capacity) and one of the world’s largest producers of nitrogen and phosphate. We also operate a leading agriculture retail network that services over 500,000 growers.

We harvest the best. Diverse views and experience make us strong. We look for people who have a safety-first mindset, who are collaborative team players, who deliver on their commitments, who are innovators in search of a better way, and who believe in inclusion.

Working at Nutrien will provide you an opportunity to help us Feed the Future, and grow your career.

What you will do:

• Work with the Finance Transformation team, design and stand-up the service delivery organization to execute responsibilities
• Ensure high-quality delivery of financial services to external and internal stakeholders by monitoring and reporting on Service Level Agreements, Operating Level Agreements and Key Performance Indicators (SLAs/OLAs/KPIs)
• Ensure finance services are delivered in line with expectations, monitor organizational satisfaction, drive service improvement, and identify and champion additional optimization opportunities
• Foster continuous improvement in finance request and escalation processes by identifying improvements and working with leadership to implement
• Mitigate risk through early identification and working with financial service delivery teams to mitigate
• Support Finance projects on matters related to service delivery, project management and organizational change management
• Measure and track service delivery performance against defined SLAs, OLAs, or KPIsvia a dashboard to ensure contractual compliance and stakeholder satisfaction
• Regularly facilitate meetings and communicate with service delivery teams to review performance metrics, address concerns and implement mutually beneficial resolutions
• Prepare service delivery summary reports for Finance leadership highlighting performance considerations or challenges related to service delivery and make recommendations for improvement
• Provide recommendations to leadership on changes to SLAs, OLAs, or KPIs
• Ensure client experiences are consistent and outcome-focused by implementing best practice methodologies and supporting service delivery teams
• Monthly review and reporting to leadership of chargeback model/costs along with recommendations for improvement
• Oversee end-to-end process governance for requests and escalations defined and managed in ServiceNow and communicate regularly with business units to support service delivery
• Ensure consistent delivery by addressing process deviations with relevant business units and supporting them in preventing process deviations
• Develop or help to develop the knowledge assets required for service delivery
• Work with Leadership to drive change for process improvement by uncovering trends in reporting, types of requests and types of escalations and making recommendations
• Identify technology considerations to further enable process improvement
• Assess risks associated with service delivery and work with service delivery teams to develop effective mitigation
• Complete quarterly comprehensive risks assessments for service delivery and communicate risks to Finance leadership where applicable
• Conduct root cause analysis of any breaches of SLAs or OLAs and propose recommendations to mitigate future breaches
• Support Finance project activities by staying informed on key agenda topics from Finance leadership
• Support the transition of additional Finance activities into the Financial Business Services organization by facilitating requirements gathering and identifying ways to minimize disruption
• Provide change management expertise and support the transition to a best-in-class finance function

What you will bring:

• Bachelor’s degree in finance, accounting, business management or related field
• 8-10 years of related experience in finance service delivery management or other professional service delivery experience
• Experience overseeing metrics for a service desk and with managing organizational change considered an asset
• 4-5 years’ experience managing a team of employees or contractors
• A recognized professional designation (CPA, CA) preferred
• A combination of the above and other relevant qualifications will be considered
• Ability to communicate at various levels from senior business stakeholders to technical subject matter experts in developing technical solutions to business needs
• Ability to influence others or facilitate the resolution of a problem/business issue; ability to use negotiation skills when appropriate
• Ability to identify and cultivate relationships with numerous stakeholders representing a broad range of functions and levels; ability to use informal networks and build strong external networks with people in the industry or profession
• Ability to create an environment encouraging the open exchange of information and viewpoints
• Ability to understand the stakeholder needs and how service delivery can be tailored and/or improved to best suit those needs
• Ability to leverage self-management techniques which include acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently
• Experience in core process areas such as internal controls, audit, accounting, reporting and transaction processing
• Experience in a stakeholder-focused environment
• Experience navigating complex organizations and projects with a demonstratable ability to effectively manage stakeholders
• Experience managing client satisfaction and engagement
• Experience in a shared services environment considered an asset
• Experience with ServiceNow considered an asset

Are you a good match? Apply today!

Nutrien is an equal opportunity employer that is committed to creating an inclusive workplace. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, and other legally protected characteristics

This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted.

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**EOE race/color/sex/sexual orientation/gender identity/disability/veteran

Expected salary:

Location: Saskatoon, SK – Calgary, AB

Job date: Tue, 26 Jan 2021 00:07:05 GMT