Service Operations Financial Planning and Analysis
At a glance
Mid-level FP&A role at Delivery Hero. Kuala Lumpur · full-time.
Pay not stated FP&A salary
financeroles summary, based on the employer's posting.
What you'll do
- Build full-year Customer Operations cost forecasts from workforce plans and contract rates, then allocate costs by market and service dimensions
- Control headcount approvals and monthly forecast reconciliations, and work with workforce and BPO teams to keep purchase orders aligned
- Monitor purchase order activity and balances, investigate significant forecast gaps, and flag them to workforce teams
- Check partner invoices against delivered hours, apply contractual penalties, and provide detailed cost reports for service cross-charging
- Lead budget discussions for CX and Service Operations, and develop investment cases with return and scenario analysis
What you bring
- At least three years building, managing and presenting financial models, including owning forecasts and model approvals
- Working knowledge of accounting, finance and operations, with disciplined application of GAAP principles
- Experience handling purchase orders, invoices and payments for third-party vendors
- You understand BPO arrangements, including service levels, performance measures, penalties and contact-center terms
Who this fits
This mid-level role suits someone who can turn operational details into financial forecasts and explain them to internal teams and external partners. It is based onsite in Kuala Lumpur.
From the employer
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
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
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.
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