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Are you interested in joining the world of international storage and distribution of bulk liquids, tankers, terminals, aquaculture & LNG? Stolt-Nielsen’s fast growing Global Shared Service Centre is looking for an Order-to-Cash Senior Service Delivery Manager.

Stolt-Nielsen Limited (SNL) is the specialist storage and transportation provider for bulk liquids: chemicals, clean petroleum, gases, vegetable oils, biofuels and oleochemicals. We also focus on opportunities in aquaculture & LNG. Stolt-Nielsen plays an essential part in the global supply chain and every one of our people contributes to our success.

What you will be doing

The Senior Service Delivery Manager oversee the delivery of the service in terms of operations and ensures applicable accounting standards and system procedures are consistently observed and all statutory or non-statutory requirements are met. He/she provides leadership and direction to the team by defining the team and individual goals to ensure that all agreed Service Level Agreement (SLA) and Key Performance Indicators (KPIs) are consistently achieved.

He/she performs administrative functions required from the job and scope of responsibility such as but not limited to hiring, transferring, suspending, laying-off and disciplining team members.

Key Responsibilities

1. Reporting and Compliance

• Monitor and reports compliance to all applicable accounting standards, system procedures, and statutory requirements
• Ensures deadlines are met for timely completion of all reportorial requirements related to area of responsibility
• Responsible in coordinating and providing needed information and documents during internal and external audit
• Define and ensure regular review of SLA’s

2. Stakeholder Communication and Engagement

• Regular engagement with stakeholders and at the same time, provides solutions to various issues and escalations of customers to ensure high level of customer satisfaction, as required
• Facilitate organized communication and handling of business concerns by acting as business partner to assigned stakeholders
• Communicating across organizational boundaries.

3. Efficiency and Improvements

• Implement cost-saving procedures in support of company goals
• Drives standardization and business process improvements to support company’s strategic objectives
• Drive continuous improvement by promoting a culture of innovation and challenging inefficient practices

4. Operations, Planning, Organizing and Controlling

• Provides leadership and direction to the team by defining and setting goals for the team to ensure that the team provides excellent service level and meets the required KPI
• Ensure that the team has a sound resiliency plan, including a working back-up system and complete and updated process documentations
• Monitors monthly performance of the team and ensure compliance with Service Level Agreement such as but not limited to KPI, month-end reports, and ad hoc reports requested from time to time including responses to audit findings and level of customer satisfaction

5. Staff Retention and Development

• Provide guidance to team on company goals and policies
• Manage, motivate, and develop the team, which includes regular coaching, performance appraisals, and discussions of staff individual development plan
• Clearly communicate the vision, the mission, and the objectives of any change management effort. Help people to understand how these changes will affect them personally
• Promote activities and projects for the team that will encourage employee development and will enhance employee morale and job satisfaction
• Develop monitoring tools to aid in the performance analysis and evaluation
• Perform administrative functions such as but not limited to hiring, onboarding, transferring, monitoring performance, and disciplining team members. This includes providing recommendations and/or solutions related to administrative issues

6. Business Process Migration

• Build transition plans including staffing, infrastructure/application support, change management, and trainings.
• Ensure service transition is successfully executed to schedule, budget and scope

Qualifications

• A graduate of a four-year bachelor’s degree in accounting, finance, or business management.
• CPA required.
• Other certifications (Prince2, PMP, MBA, LSS), advantage.
• At least 10 years combined working experience with 5 years relevant experience in Order to Cash.
• At least 8 years of managing people of which 5 years gained from SSC or BPO.
• Should have good exposure in working with SLA’s and KPI’s Level Agreements and KPIs.
• Experience in process migration, required.
• Experience in process improvement, PMP/Prince/Six Sigma an advantage.
• Experience in shared service industry or BPO industry is required.
• Experience in shipping industry is an advantage.
• Deadline -oriented and is able to resort to procedures that will promote cost savings and make recommendations on process improvements.
• Fluent (writing and verbal) in English and have superior communication, leadership and organizational skills.

What we offer

• You will be part of an international organization with opportunities for personal growth.
• Competitive pay, perks and benefits package.
• Hybrid work set-up.

How to apply

Submit your application online. Don't forget to attach an updated copy of your CV.

We will invite you for initial assessment if you qualify for the role. The Predictive Index test is part of the application process.

After the initial assessment, there will be a final interview with the Hiring Manager/s.

Got questions about the process? Contact Katrinka Bañez ([email protected]).

Disclaimer for recruitment agencies

We don’t accept any unsolicited applications or CVs from recruitment and selection agencies.

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