CSS Manager II, Deputy Operations, Americas

Role Purpose

The CSS Manager II, Deputy Operations, Americas is responsible for the effective management and enhancement of our Hire-to-Retire/Payroll Services, Issue Resolution Operations, Order-to-Cash/Accounts Receivable, and Record-to-Report, and Requisition-to-Payment/Accounts Payable processes. This role fosters a culture of collaboration, innovation, quality, and excellence and drives process optimization initiatives via digitalization and automation advocacy to enhance efficiency and effectiveness.

Key Responsibilities

• Service Delivery Management: Oversees the daily operations of CSS Americas, ensuring efficient and streamlined processes across the Hire-to-Retire/Payroll Services, Issue Resolution Operations, Order-to-Cash/Accounts Receivable, and Record-to-Report, and Requisition-to-Payment/Accounts Payable processes.
• Strategic Oversight: Provides strategic leadership, including operational frameworks, staffing, and resource allocation, ensuring alignment with global standards and regional requirements
• Stakeholder Engagement: Acts as a primary point of contact for all operational matters within the region, working closely with stakeholders at all levels (including Service Capability Tower Leaders), from entry-level employees to executive leadership.
• Talent Attraction and Development: Attracts, leads, mentors, and develops a high-performing team, instilling accountability and trust while fostering an environment of continuous improvement and succession planning; Steps in and fills gaps when key resources (e.g. – Stream Managers) are transitioning roles and/or have development gaps
• Performance Metrics: Develops and monitors key performance indicators (KPIs) to measure and improve operational efficiency and service delivery quality
• Change Management: Leads change initiatives within the operations department, ensuring that adjustments to processes, technologies, and staff allocations are smoothly implemented in collaboration with Global Process Owners and Solutions and Transformation teams
• Digital: Partners with the operations and Digital Leadership to develop a prioritized portfolio of digital investment, focused on enhancing controls, efficiency, and customer satisfaction.
• Budget Management: Oversees budgeting, forecasting, and financial management for the operations departments to ensure optimal resource utilization and financial health
• Compliance and Risk Management: Ensures all operations comply with legal, regulatory, SOX, and company standards and manages risks effectively to maintain operational integrity; ensures audit responsiveness and compliance to RCMs
• Benchmarking: Understands industry trends and opportunities for new service capabilities or improvement of existing service capabilities

Experiences/Education - Required

• Bachelor’s degree in Business Administration, Finance, or related field.
• Minimum of 5 years’ experience in Finance-related operations
• Strong leadership skills with a demonstrated track record of developing successors and leading a team through change
• Excellent communication and interpersonal skills, capable of working effectively with stakeholders from entry level to executive
• Ability to operate in a dynamic, fast-paced environment, responding effectively to changing priorities
• Problem solving, analytical skills, exceptional follow through
• Ability to interface at all levels within the organization and install confidence and trust
• Highly proficient with Microsoft Office products including Word, Excel, PowerPoint,
• Process improvement experience
• Ability to prioritize work to meet deliverables/timelines in an effective manner

Desired & Soft Skills

• Proven expertise in managing shared services functions such as Hire-to-Retire/Payroll Services, Issue Resolution Operations, Order-to-Cash/Accounts Receivable, and Record-to-Report, and Requisition-to-Payment/Accounts Payable processes.
• Strong organization skills, process rigor, attention to detail, responsive 
• Ability to shift between strategic and tactical modes of thinking; adaptable to the variety of Operational topics throughout the day-to-day including immediate needs and longer-term operational strategic direction
• Excellent written and oral presentation skills needed to brief high-level management; approach catered to audiences
• Leadership skills to engage business leadership and leverage talent in a matrix organization
• Additional leadership skills:  influencing, motivating, change champion, adaptable,
• Sense of urgency to handle issues and adjusting plans to meet enterprise objectives
• Cross-cultural sensitivity
• Open minded
• Highly collaborative

Travel Requirements: <10% domestic/international travel possible; depending on business need