Financial Service Manager (FSM) -HCL FT

Skills and Qualifications

Education/Training

• Business level in English language, literate and numerate
• Fluency in additional languages: German
• Bachelor/master Degree or equivalent

Experience

• Customer facing experience.
• Previous experience (2-4 years) within a Sales/Customer Service/Relationship Management
• Knowledge of Business product portfolio
• Experience in Relationship Management
• Microsoft Office, Business provisioning, ETMS, OVI, EMEA billing system

The Financial Service Manager (FSM) is the de facto expert for the Billing Operations and provides the financial consulting and financial services liaison between the Customer and other organizations to govern the overall financial relationship related communications for their customers for all non-technical enquiries raised within . The FSM is responsible for the day-to-day management of billing related activities and may perform as a Primary or Secondary contact for assigned Customers.

Responsibilities include - There are two (2) levels of FSM roles and responsibilities as designated below:

Medium Skilled FSM

Responsible for monitoring/supporting the resolution of all non-technical Service Requests and own the communication with the Customer on progress and conclusion. Monitor and progress debt related issues, providing credit notes where required.

• Be aware of account activities. Demonstrate good understanding of Customers business and their service expectations and billing strategy.
• Support enrollment of Customer on VEC billing and care.
• Ensure relevant Customer files and database records are regularly validated and maintained with correct information by the appropriate teams.
• Provide input to quick reference cards and Global Service Plans with regards to any billing related information and processes.
• Critical member of the Account team led by the Service Program Manager (SPM), the FSM will be expected to support the activities of the SPM with respect of the billing activities of their accounts.
• Be involved in the development, implementation and maintenance of billing flows or hierarchies ensuring the Customer is installed and/or integrated to the appropriate Business billing platforms.
• First Invoice review for new services enabled for Customers.
• Serve as account team Subject Matter Expert (SME) on complex Customer contracts billing for assigned Customer base
• Proactive review (where contracted) to initiate and manage credit requests and postings for Customers.
• Assist in the development of policies and practices to improve department efficiency.

High Skilled FSM

The High FSM is the de facto expert for the Billing Operations and related communications for global integrated deals characterized by high revenue (~$15m per annum or more) and complex delivery. The role provides broader Financial Management governance for larger scale accounts to include direct interaction with higher level client personnel. The role requires continuous engagement with a larger number of internal stakeholders across multiple functions and regions with increased exposure to the Executive level. The High FSM responsibilities include the Medium FSM responsibilities in 7.2.1 as well as the following:

• Provision of budget forecasting plans to Customers by including forecast vs. actuals trends and tracking against plan
• Contribution to Revenue Analysis activities especially in terms of revenue actuals and pipeline for account P&L review purposes (Internal exercise normally required on PMO accounts)
• Set-up, maintenance and optimization of often complex billing hierarchy for Customers which implies thorough understanding of Customers IT procurement / Accounts Payable policies
• Active participation in regular Customer facing meetings, typically Commercial Governance Reviews
• Organization and active facilitation of billing workshops including account set-up meetings
• Active engagement in the external Customer discussion on supportable financial reporting and associated formats
• Management and tracking of Customers purchase orders by including in some cases the provision of input into the Customers requisition and purchase order process for procuring services from the Supply Chain Members
• Participate in annual account review with Customers whereby current prices are discussed and any price changes due to efficiencies experienced are proposed and agreed
• Review of Financial Management Processes with Customers by including the documentation of the billing protocol procedure with version control
• Support of complex invoice formatting requiring detailed knowledge of delivered services and products, inventory and Customer procurement policy and subject to changes over the time
• Operational supervision of auxiliary FSMs assigned to the account as part of the global financial management support model.