Position Objective The Client Services Team Leader aims to drive operational excellence by implementing strategic initiatives that optimize service delivery, enhance efficiency, and align with business objectives, ensuring the Client Services Team is meeting and exceeding SLA requirements. The Client Services Team Leader is responsible for mentoring and development of staff members and the improvement of productivity and accuracy of work output. Key Responsibilities Operations Management Lead and manage the Shared Service Centre (SSC) team, ensuring smooth day-to-day operations. Oversee, onboarding, compliance, and lifecycle management for contingent workforce clients. Ensure service levels (SLAs) and key performance indicators (KPIs) are met and continuously improved. Drive operational excellence, process automation, and continuous improvement initiatives. Act as an escalation point for complex issues, providing guidance and resolution strategies. Developing and mentoring the Client Services Team that drive results. Stakeholder & Client Management Work closely with the UK/US/EU Client Services teams to align SSC functions with global service delivery standards. Serve as the key contact for internal and external stakeholders, ensuring excellent customer service. Collaborate with HR, Finance, and Compliance teams to ensure adherence to regulatory and company policies Service Delivery Drive operational performance excellence within the Shared Services team and monitor performance of the team against defined performance/quality standards Establish KPIs and metrics to measure the performance of shared services functions Generate regular reports and dashboards to track performance, identify trends, and make data-driven decisions Drive ongoing improvements through standardizing, automating, and consolidating processes. Identify problem areas in service delivery processes and recommend solutions Implement quality assurance processes and initiatives to enhance service delivery and customer satisfaction. Process Improvement & Compliance Monitor and ensure compliance with local and international employment laws and payroll regulations. Develop and implement best practices to enhance SSC efficiency and accuracy. Identify opportunities for automation and technology integration to improve service delivery People Management & Development Mentor and coach team members, fostering a high-performance culture. Conduct regular training sessions to enhance team expertise in payroll, compliance, and workforce solutions. Manage resource planning, performance appraisals, and team engagement initiatives. Qualifications & Experience Bachelors degree, or equivalent, in Business Administration, Management, Accounting or a related field. Overall 10 + year of experience with at least 5 years of experience in a similar role, preferably within a shared service center or client services environment. Experience in managing teams and overseeing operations is crucial. Strong knowledge of contingent workforce compliance, and employment regulations. Familiar with RPA, automation, or process improvement methodologies (Lean, Six Sigma) advantageous Key Capabilities . Operational Excellence: Drives continuous improvement by implementing strategic initiatives that enhance efficiency, optimize workflows, and align service delivery with business objectives. Excellent Communication and Interpersonal Skills: Demonstrates clear and effective written and oral communication, tailoring messages to different stakeholders while maintaining professionalism and confidentiality to effectively manage client interactions and team dynamics. Excellent Stakeholder Management Skills: Builds and maintains strong relationships with internal and external stakeholders, addressing their needs and concerns while ensuring alignment with organizational objectives. Good Computer Proficiency: competent in various software tools, including HRMS, ERP systems (e.g., SAP, Workday, ADP), and Microsoft Office Suite. Organized and Detail-Oriented: Strong organizational skills with exceptional attention to detail, ensuring accuracy and compliance in all tasks and maintaining data integrity. Exceptional Problem-Solving, Analytical, and Decision-Making Ability: Skilled in identifying and resolving issues through analysis and critical thinking, making informed, data-driven decisions. Collaborative and Independent: Capable of working autonomously and within teams, contributing to both individual and collective objectives, while adapting to different work styles. Self-Motivated and Resourceful: Proactively identifies issues, manages time effectively, and maintains productivity with minimal supervision, ensuring task completion within deadlines. Strong Work Ethic with Urgency: Demonstrates a sense of urgency and dedication to meeting deadlines and maintaining high standards of quality, even under pressure. Robust Leadership Style: Leads by example, motivating and guiding team members to achieve goals, fostering a collaborative environment, and developing others through coaching and mentorship.
Job Duties and Responsibilities Primary (what they do 90% of the time) Strategic HR Leadership : Serve as a strategic partner to executive leadership, aligning HR strategies with overall business objectives and providing expert counsel on organizational design, workforce planning, and talent management strategies to support long-term growth. Executive-Level Advisory: Provide trusted advice and counsel to senior leaders on a wide range of people-related issues, including leadership effectiveness, organizational change, complex employee relations matters, and high-level talent decisions, influencing key business decisions. Talent Management & Development: Lead and oversee comprehensive talent management strategies, including executive coaching, leadership development programs, high-potential identification, succession planning for critical roles, and workforce planning initiatives to build a robust leadership pipeline. Change Management Leadership: Lead and champion large-scale change initiatives, providing strategic direction, developing comprehensive communication plans, and ensuring successful implementation and adoption across the organization. Performance Management & Development: Oversee and provide managers and employees with tools and training to handle performance management, ensuring alignment with business objectives, fostering a culture of continuous feedback, address underperformance or misconduct through structured processes, such as coaching, disciplinary actions, or development plans. Employee Engagement & Culture: Develop and drive innovative employee engagement strategies that foster a positive, inclusive, and high-performing work environment. Collaborate with leaders to design and implement initiatives that improve engagement and reduce turnover. Data-Driven Decision-Making: Leverage HR data and analytics to identify trends, insights, and opportunities for improvement. Develop and implement metrics-driven solutions, programs, and policies that support business objectives and enhance organizational effectiveness. Compensation and Benefits Strategy: Provide input on executive compensation and benefits strategies, ensuring alignment with market practices and internal equity. Compliance and Risk Management: Ensure HR policies and practices comply with all applicable labor laws and regulations. Proactively identify and mitigate HR-related risks. Industry Best Practices: Remain current on industry trends, emerging technologies, and best practices in HR, proactively identifying and implementing innovative solutions to enhance organizational effectiveness and maintain a competitive edge. Employee Relations: Be a strategic advisor to leaders and managers, offering guidance on resolving complex employee issues to handle workplace conflicts, grievances, and disputes effectively to maintain a collaborative environment. Unique Knowledge & Skill Requirement: Strategic HR Expertise: Develops and implements HR strategies aligned with business goals. Executive Presence: Confidently influences C-suite, provides strategic counsel, builds strong relationships. Business Acumen: Strong business, financial understanding; translates needs into HR strategies. Change Leadership: Leads and manages large-scale organizational change initiatives successfully. Problem-Solving: Strong analytical skills, identifies root causes, develops data-driven solutions. Communication: Excellent communicator; conveys complex information to diverse audiences clearly. Integrity: Handles confidential information with discretion and the utmost integrity. Large-Scale HR Operations : Proven experience managing HR in organizations of 1500-2000 employees Please note that we would be collecting certain information relating to you while applying to the role. You are requested to go through the Candidate Privacy Notice (https://gloplax.com/?page_id=3) to understand the data that we collect, how that data would be used, and handled through the application process.
Position Objective The Bank Reconciliation & Allocation Specialist aims to ensure the accurate and timely reconciliation of bank accounts and allocation of cash receipts across multiple regions and business entities. The Bank Reconciliation & Allocation Specialist is responsible for performing daily reconciliations, allocating payments to customer accounts, resolving discrepancies, maintaining data integrity within Certinia, and providing clear, professional support to internal teams and external customers. Key Responsibilities Daily Bank Reconciliations Perform daily reconciliations for all 150 customer bank accounts across 14 entities and bank accounts, ensuring that all transactions are accurately matched and reconciled within Certinia. Investigate and resolve any unreconciled items promptly, including unapplied cash, unmatched debits/credits, and bank errors. Proactively identify and escalate long-outstanding or complex reconciliation issues to the relevant finance team members or management. Cash Receipt Allocation Accurately allocate high volumes of cash receipts (from approximately 1700 invoices per month) to customer debtor accounts based on remittances received. Liaise directly with customers or internal account management teams to obtain clear remittance advice when necessary. Process cash allocations efficiently, ensuring the correct invoice matching and timely update of customer accounts in Certinia. Handle partial payments, overpayments, and underpayments, ensuring proper accounting treatment and communication. Certinia System Management Utilize Certinia (formerly FinancialForce) as the primary finance system for all bank reconciliation, cash application, and debtor management activities. Leverage Certinia's functionalities to import bank statements, automate matching where possible, and process manual allocations. Ensure all data entry and transaction processing within Certinia adheres to established procedures and policies. Identify opportunities for system improvements or automation within Certinia to enhance efficiency in cash management. Query Resolution and Communication Serve as a key point of contact for internal and external queries related to cash receipts and bank transactions. Communicate effectively with customers, internal finance teams (e.g., Billing, Accounts Payable, Management Accounting), and account management to resolve payment discrepancies and ensure accurate ledger entries. Maintain clear and concise records of all communications and resolutions. Reporting and Analysis Prepare daily, weekly, and monthly cash reports and reconciliation summaries for management. Assist with month-end and year-end closing procedures related to bank and accounts receivable reconciliations. Contribute to the identification of trends in unallocated cash or reconciliation issues, providing insights to improve processes. Process Improvement and Controls Adhere strictly to internal controls and company policies related to cash handling and reconciliation. Continuously seek opportunities to improve the efficiency and accuracy of bank reconciliation and cash allocation processes. Assist in documenting processes and procedures for cash management. Compliance & Best Practices Adhere to company policies, accounting standards, and regulatory requirements. Maintain confidentiality of financial and sensitive data Qualifications & Experience Bachelor's degree in Finance, Accounting, Business Administration, or related field (preferred). Minimum 2 years experience in a similar role, with a strong focus on high-volume bank reconciliations and cash allocations/accounts receivable. Demonstrable experience with Certinia (formerly FinancialForce) is essential. Experience working with multiple entities, bank accounts, and high invoice volumes is critical. Background in workforce management, staffing, or services-based companies is advantageous. Key Capabilities Exceptional attention to detail and accuracy: Maintains high standards of precision in processing and reviewing financial information, ensuring records remain accurate and reliable. Strong analytical and problem-solving skills: Evaluates data to identify discrepancies, determine root causes, and implement effective solutions. Proficiency in Microsoft Excel (intermediate to advanced): Utilises formulas, pivot tables, and other functions to analyse, interpret, and present financial data. Excellent organisational and time management skills: Manages high workloads efficiently, prioritising activities to meet strict deadlines without compromising quality. Strong communication and interpersonal skills: Engages effectively with colleagues, customers, and stakeholders to clarify information and resolve queries. Ability to work independently and proactively: Takes initiative, manages own workload, and seeks opportunities to improve processes and workflows. High degree of integrity and discretion: Handles sensitive information with professionalism and in line with organisational policies and compliance standards.
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