Senior Service Delivery Manager

3 days ago

Singapur, Singapore TikTok Full time
Job Title: Senior Service Delivery Manager

At TikTok, we are seeking a highly skilled Senior Service Delivery Manager to lead our Order to Cash (OTC) operations. As a key member of our Finance team, you will be responsible for overseeing the entire OTC cycle, from credit risk assessment to contract review, payment terms assignment, billing queries and adjustments, account suspensions and re-activations, overdue management and reduction, amicable collection and legal action, bad debt accruals, and write-offs.

Key Responsibilities:
  • Lead delivery and outsourcing efforts for our global OTC operations
  • Oversee all service delivery processes to ensure strong governance, standard metrics reporting, and project management/planning with respect to OTC vendor-related projects
  • Define success metrics and manage vendor's KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved
  • Main point of contact and facilitates resolution for first level service escalations
  • Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams, keeping the SoPs updated at all times
  • Measure Service Provider service quality and core metrics against SLA Lead cadenced operational reviews with vendor and process area and ensure consistent operational reporting
  • Drive business reviews (MBR, QBR) and governance, challenge status quo, identify opportunities & initiatives to optimize workflows, enhance quality of service and drive continuous improvement in partnership with the vendors & internal functional owner/s
  • Identify training needs and work with all functional teams to deploy training for TikTok's BPO tier 1
  • Implement best practices, set up processes and policies to cover all OTC processes and make sure service policies are in line with each region's customer demand and regulations
  • Develop and implement contingency plans and/or corrective actions
Requirements:
  • Bachelor's degree or above in Finance/Accounting/Business Administration or any related discipline
  • Minimum 5 yrs of experience in service management, finance service delivery, or Order to Cash (OTC) service operations
  • Solid understanding of financial management and reporting with experience working with outsourced global providers and BPO vendors
  • Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems
Preferred Qualifications:
  • Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment
  • Ability to work in a fast-paced and complex global environment, including substantial flexibility to accommodate working hours in multiple regions
  • Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned activities, while managing complexity and ambiguity

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