UB Service Operations Manager

Who are we? At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good. What will you contribute? Reporting into the Head of Client Delivery & Implementations, the UB Service Operations Manager role is focused in three key areas critical to the smooth operation of Universal Banking’s servicers delivery business – Operations and Reporting, Resource Management, and Contractor Management. Reporting into the Central PMO, this is an individual contributor role that is a self-starter with solid operations, process improvement and coordination skills who will quickly develop efficient processes and ways of working to run the operational aspects of a dynamic Professional Services business delivering mission critical software to financial institutions. The role will partner with the Regional Delivery Leads and Project Managers to forecast and forward plan resource needs based on deal commitments, project plans and demand pipeline. This role requires significantly collaboration across the Universal Banking Business Unit and Finastra with colleagues in Services Delivery, PMO, Sales and Finance. Essential Duties And Responsibilities To perform this job successfully, an individual must be able to perform the essential duties and responsibilities as indicated below: Resource planning and forecasting to ensure the right balance of internal and external resources are supplied to meet customer project demand - delivering to the time, quality and cost expectations in line with contractual commitments. Establish, govern and own the end-to-end resource management process for UB Services Delivery from bid estimates thru deal closure to assigning resources to customer projects. Proactively and reactively assign Consultants and Project Managers to projects in accordance with their capability, experience and availability in close collaboration with Pre-Sales and Sales. Monitor Consultant and Project Management utilisation to ensure all Services resources are working to capacity and in line with statement of work. Facilitate the BMR process to ensure that all deals with a Services component are approved through the proper governance, and customer commitments are fully understood, documented and tracked. Coordinate with Sales Ops, Commercial Finance and Contract Admin to ensure SFDC and PEARL are setup with the correct deal information. Act as Universal Banking’s Kantana (PSA) super user to ensure all projects are set up correctly and Consultants and Project Managers are inputting the required information to ensure accurate invoicing, timesheets, utilisation, and revenue recognition. Partner with Accounts Payable and Accounts Receivable in the Finance function to ensure accurate and timely billing and invoicing. Manage the onboarding and offboarding of contractor, partner, and other third-party resources Raise Purchase Orders for third-party resources and ensure they are progressed through proper governance channels ensuring accuracy and alignment with SOWs. Run weekly, monthly and quarterly reports to track services revenue, utilisation, time-to-revenue, and provide analysis that supports leadership decision making and risk mitigation. Collaborate with Professional Services leaders to provide reports focused on financial and resource management data to aid with revenue and costexpectations. Continually provide suggestions and implement improvements to business and reporting processes that keep up with the changes in the organization. Education / Certifications Bachelor’s degree in Engineering, Business, Science or related area Experience (certification) in the application of Lean and Six Sigma methodologies Benefits We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold: Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave. Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support. Medical, life & disability insurance, retirement plan, lifestyle and other benefits* ESG: Benefit from paid time off for volunteering and donation matching. DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra). Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool. Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best. Specific benefits may vary by location. At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves. Be unique, be exceptional, and help us make a difference at Finastra! Show more Show less