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Finance Transformation & BPO Manager

Date:  4 Jul 2024

Kuala Lumpur

Company:  StarHub Ltd

Job Description

We are looking for a result driven individual to:
- own and drive a portfolio of process transformation-related projects.
- manage StarHub’s BPO F&A vendor.


A. Finance Transformation (80% of role)
- Lead process transformation and improvement projects from inception to implementation to enhance the effectiveness and efficiency of the Finance Operations organization and reduce waste.
- Investigate current workflows and process-related pain-points by interviewing and shadowing operations teams.
- Document existing workflows and re-create streamlined workflows (e.g., process flows, value stream mapping) to show the gap between the current and ideal end states.
- Uses data insights, process knowledge and critical thinking to identify and validate process improvement opportunities. 
- Develop recommendations for moving to the ideal end-state process and present proposals (including business case) to key stakeholders and leaders for buy-in.
- Project manage the execution of recommendations by working closely with cross functional stakeholders through an implementation plan.
- Measure the performance of newly implemented workflows and iterate on the process for continual refinement.
- Develop strong collaborative relationships with key stakeholders across the company to identify opportunities for future efficiency projects.

B. BPO Management (20% of role)

- Manage BPO Supplier performance, drive results through strong internal and external collaboration to improve overall quality and efficiency.
- Own and drive key BPO cadences and activities including but not limited to supplier employee onboarding on StarHub systems and applications, budgeting, volume forecasts, escalation management, Monthly and Quarterly Business Reviews, Audit and Compliance and Business Continuity planning/testing.  
- Responsible for BPO contract management including compliance, oversight, and adherence to change control procedures. Monitor and ensure contract renewals are planned and executed well in advance of expiry.
- Monitor supplier performance, financial status, SLA/KPI monitoring. Drive and facilitate any disputes between business and supplier to resolution.
- Facilitate regular conversations between the business unit/stakeholder(s) and supplier operations teams.
- Plan and conduct regular business reviews and executive meetings at a cadence agreed with the stakeholders.
- Proactively detect potential risks and take proactive corrective actions to ensure and maintain excellent performance.
- Review Vendor data, identify process improvement opportunities and drive improvement of Vendor performance.


- 8 years of Finance Operations experience leading process transformation/improvement projects.
- 5 years of experience in F&A outsourcing/offshoring including vendor management and vendor transitions.
- Demonstrated success in Finance performance management and driving improvement.
- A keen eye for process improvement and operational transformation.
- Ability to think strategically and utilize strong creative problem-solving skills.
- Strong communicator and multi-level stakeholder engagement.
- Ability to influence cross-functional, senior leaders and drive change.
- Executive level verbal and written communication as well as strong data visualization and presentation skills.
- Ability to operate independently and lead, motivate and manage people to drive business outcomes.
- Organized and effective planner.
- Project Management Professional (PMP) certified will be preferred
- Highly proficient in Microsoft Office 365, SharePoint, and Visio including advanced functions such as importing & exporting data, pivot tables, and macros.
- Experience with Lean six sigma tools, statistics, SPC, hypothesis testing, regression, root cause analysis, etc. will be added advantage

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