Context :
To keep pace with changing expectations and opportunities in a digital world, Decathlon Finance organization has replaced its traditional finance-function operating model with a more flexible one that deploys the most critical resources to the biggest business challenges and promotes strong governance and control of financial risks.
One of the major challenges of the finance transformation project has been to define and implement an operational model for steering our financial processes, the Service Delivery Model, aligned with Decathlon United Finance's strategy which facilitates decision-making and achievement of our strategic goals.
The implementation of the Service Delivery Model has resulted in a redistribution of responsibilities and allocation of tasks within our global finance organization, including the creation of a regional Center of Excellence for accounting tasks management.
Role
The Regional Accounting COE Leader manages and delivers a best-in-class operation that supports an effective, sustainable, and scalable service delivery model across our business.
The COE leader is responsible for executing the Regional COE strategy in the local country ensuring key capabilities and functions are delivered to support accounting operations and service delivery objectives. Builds a culture focused on high performance, continuous improvement and internal customer service that operates in partnership with service delivery and finance operations.
The COE leader communicates, implements, and manages standard processes and procedures to ensure effective and efficient accounting service delivery and elevated customer experience.
The COE Leader manages a team between 30 - 40 people.
Key duties and responsibilities
Business
- Service Delivery Operational Management
- Accountable for monitoring, managing, and meeting service delivery key performance indicators related to volume, effectiveness, efficiency, and quality
- Actively leads and drives engagement of service delivery teams to execute defined capabilities and functions to ensure successful execution of service delivery objectives and excellent customer experience
- Supports daily operating processes of service delivery teams such as case management, processing procedures, customer service escalations, maintaining delivery standards, managing case flow, resource allocation and access, and resolving operational risks and issues. Leads scheduling and workflow management to optimize service delivery.
- Manages budget of local COE by monitoring trends, developing forecasts, managing expenses, resources, payroll, and related costs to achieve service capabilities
- Serves as point of escalation for service delivery issues for delivery teams and customer
- Performance & Quality Management
- Drives a culture of accountability and operational excellence by communicating and implementing best practices and corresponding standard operating procedures; ensuring teams are aware of and utilize consistent systems, standards, and processes
- Monitors and reports service delivery performance metrics related to volume, effectiveness, efficiency, and quality to our Country leadership teams. Collaborates with leadership to enhance performance and mitigate performance issues.
- Ensure compliance by managing the internal control system’s performance and effectiveness.
- Supports identification, design, implementation, and adoption of operational efficiencies, automation opportunities, and improvement initiatives within local service delivery teams, ensuring a seamless transition of operations while providing consistent service delivery that maximized customer satisfaction
Human
- Talent Development / Decathlon Culture Building
- Supports talent attraction, recruitment, hiring, and onboarding of local talent to deliver service delivery capabilities and scale volume
- Drives and implements performance management processes, training and development opportunities, and actively manages employee retention among local teams
- Drives a collaborative and cohesive culture that recognizes and rewards performance and teamwork and inspires career growth. Creates opportunities around employee engagement and cultivates a high-performing and engaged team.
Project
- Steer the implementation of the Global COE in the Corporate
- Actively participate in the Governance of Global Standards and Template in the COE area
- Be a driving force and involved in the development of the COE project and its improvement
- Be a major player in the GFS and COE network
- Guarantee the implementation of the recovery plan and ensure its execution if necessary
