Sr Analyst Service Management

Job Description

The role will be responsible for providing world class support to act as one stop for managing Budgeting and Forecasting along with the P&L review and any variance reporting and ensuring monthly numbers looks accurate for the contract with BPO service Provider including with any pricing adjustment, increase/Decrease in HC, etc. Owing the Purchasing order of the BPO contract, review of invoices received for the BPO services with HC and other report, coordinate internally for any information with the WBD team and approval of the final invoice. This role would include BPO Head Count reporting and update of the Org chart on regular basis. Preparation of monthly accrual for the BPO contract and submission to accounting team for recording accruals to ensure WBD books capture all monthly accruals pertaining to BPO contract.

Work with BPO service provider and review of SLA/KPI and BOI reported for accuracy. Any gap need to be resolved and agreed with the BPO service provider & Service Delivery team along with coordination with the Service Delivery team. This role needs to track and report all risk and issues with the BPO service Provider to the GBS management along with follow-up with the stakeholders to ensure actions are taken timely.

This role works closely with Service Delivery leads to ensure the WBD Intranet and Internal communication Portal are always up to date. Acts as the custodian of all SOPs, DTPS, Process documents and internal Performance review reports or any other internal documents for the WBS Shared Services team are stored and maintained on the central repository.

Job Responsibilities

Managing Budget and Forecast for BPO Contract, adjusting forecast on monthly/quarterly basis due to any pricing adjustment, increase/Decrease in HC or other factors. Working with GBS leaders to get the required details to prepare forecast information on time.

Review of monthly P&L for BPO contract and ensuring all adjustments/accruals are sent timely at month end to the accounting team for recording. Support in monitoring and review of BPO contract finance and costs as required. Prepare cost to be recharged as per the WBD intercompany process for the BPO cost.

Managing Purchase order, review, and approval of invoices from BPO service provider along with coordination with BPO, Service Delivery Lead and resolving variances and credits Working closely with the BPO service provider and Service Delivery team to review monthly reporting of agreed SLA/KPI/BOI/ other metrics as required by BPO Service provider and coordinate to resolve any gaps. Ensure final reports are published timely and accurately. Track and report all risk & issues with BPO Service Provider to the GBS management along with follow-up to ensure actions are taken timely. Ensure WBD Intranet and Internal communication Portals are always up to date. Custodian of all SOPs, DTPS, Process documents and internal Performance review reports or any other internal documents for the WBS Shared Services team and ensures these are stored and maintained on the central repository. Any updations/changes to these documents are updated on timely basis.

Work Experience
• Having 5-7 years of work experience in SSC environment along with experience of BPO managing BPO contract
• Experience of 2-3 years in Budgeting and forecasting
• Exposure to SLA/KPI/BOI reporting environment and understanding of metrics
• Exposure to interact/ communicate with Senior Stakeholder globally within the organization
• Experience of Risk and Incident Management and reporting

Education, Professional Training, Technical Training or Certification
• Graduate in any field of accountancy with minimum 5 Years of experience
• Exposure to ERP: SAP will be added advantage
• Strong MS Office skills – Excel, Power point and BW and Sharepoint

Knowledge/Skills
• Knowledge on how BPO & SSC environment operates along with strong exposure to SLA/KPI and BOI reporting
• Knowledge of P&L management and Budgeting and Forecasting process
• Ability to build strong relationship across organization and communicate effectively with external and internal stakeholder
• Understanding and exposure to risk and incident management process
• Ability to manage priorities and solve issues

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

The Legal Bits…

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@warnermedia.com.

Jobcode: Reference SBJ-g3nk25-18-117-186-92-42 in your application.