Director – Service Delivery and Operations, Finance Shared Services

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Title: Director – Service Delivery and Operations, Finance Shared Services
Location: Manila, Philippines

Position Summary:

The Director, Finance Shared Services (FSSC) – Service Delivery & Operations is responsible for leading the day-to-day operations of Record to Insight (R2I), Global Expense Management, and Professional Services Finance Operations. This role requires a strong foundation in accounting principles and financial operations to ensure the accuracy, integrity, and timeliness of financial processes and outputs.

The Director is accountable for delivering consistent, high-quality services while driving operational excellence, governance, and performance management. This leader ensures effective execution of core accounting and finance processes, including support of the close cycle, compliance with company policies and internal controls, and adherence to service level commitments.

The role provides strong people leadership, directly managing Senior Managers and ensuring alignment to business objectives and continuous improvement initiatives.

As the primary owner of service performance and operational governance, this leader establishes standards, monitors KPIs, and fosters a culture of accountability, collaboration, and continuous improvement across the organization.

This position reports to the Senior Director of Finance Shared Services.

Key Responsibilities:

1. End-to-End Service Delivery Ownership

• Own the day-to-day operations across different FSSC teams (i.e., R2I, GEM and PS Finance, etc.)
• Ensure adherence to SLAs, KPIs, quality standards, and established accounting policies. Drive on-time month-end, quarter-end, and year-end close performance.
• Monitor backlog, throughput, productivity, and service accuracy metrics to maintain operational effectiveness.
• Serve as the primary escalation point for operational and service delivery issues, ensuring timely resolution.
• Support standardized, scalable processes that enhance consistency and compliance

2. Operational Governance & Performance Management

• Establish and run structured operational review cadences (weekly/monthly/quarterly).
• Drive KPI dashboards and performance transparency.
• Lead root cause analysis for recurring issues.
• Implement corrective action plans to improve cycle time, accuracy, and cost efficiency.
• Partner with Operational Excellence team to embed continuous improvement into daily operations.

3. Leadership & Talent Development

• Directly manage and coach Senior Managers.
• Ensure strong succession planning.
• Drive accountability culture with clear performance expectations.
• Oversee workforce planning, hiring strategy, and resource optimization.
• Support FSSC framework, fostering an environment where excellence is celebrated and is conducive to change and adaptability.

4. Cross-Functional Partnership

• Partner closely with different teams, i.e., Strategic Finance, Controllership, Legal, Marketing, HR, and IT.
• Ensure operational alignment with finance calendar and business priorities.
• Ensure stakeholder expectations are clearly managed and governed.

5. Risk & Control Discipline

• Ensure strong compliance with internal controls and audit requirements.
• Drive remediation of control findings in partnership with the different teams.
• Maintain high standards for financial data integrity and process documentation.

Perform other duties as assigned

Requirements:

• BS Accountancy, CPA required
• Strong experience in the different functional towers of a Shared Service Organization (i.e., Record to Report, Accounts Payable, Travel and Expense, Order to Cash, PS Finance, etc.).
• Experience working with the Big 4 audit firms preferred
• Proven track record managing senior leaders and multi – functional teams
• Deep understanding of service delivery governance, KPIs, and operational metrics
• Strong stakeholder management and executive communication skills
• 10+ years of team leadership experience.
• Shared Service Center work experience required.
• Ability to work and deliver within tight deadlines, with willingness to work extended hours.
• Strong problem-solving abilities to address and resolve operational issues.
• Familiarity with ERP systems, preferably Workday
• Flexibility to adapt to changing business needs and environment.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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