Associate Director - Service Delivery

gsk; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

GSK is seeking a Service Delivery Manager to oversee financial reporting delivery through the GSK Operations Centre of Excellence. You will standardize processes across regions, manage a third-party service provider, and guide a team of service leads within Controllership.

You will interact with regional controllers and Finance stakeholders, design and monitor KPIs/SLAs, and drive process improvements with a focus on accuracy, timeliness, and internal controls.

Qualifications

• Degree in Finance / Accounting required or equivalent.
• CPA/ACA/CIMA/ACCA or equivalent preferred.
• 16+ years in financial reporting / accounting processes and related controls.

Responsibilities

• Lead delivery of regional Controllership activities managed by GSK Operations and third-party provider.
• Drive standardization of financial processes across regions and monitor SLAs/KPIs.
• Provide guidance to GSK Operations to ensure timely, quality deliverables.
• Collaborate with Controllership/GPO and other Finance functions to resolve issues.
• Oversee End-to-End processes including Master Data, Fixed Assets, Banking, Intercompany, Period End Close and Inventory.

Skills

Fluent English

Stakeholder management

Operational governance

Financial controlling

Driving continuous improvement

Education

Degree in Finance / Accounting

CPA/ACA/CIMA/ACCA or equivalent

Tools

SAP/S4Hana

Lumira

Power BI

Agentic AI

Job description

About the role

The Service Delivery Manager is accountable to oversight financial reporting service delivery activities from a BPO-third party provider (GSK Operations) side supporting GSK in financial transactional activities pertaining to controllership, record to report, inventory, intercompany, master data, fixed assets, banking processes across the different regions.

The role is also responsible to drive standardization of financial activities - processes across the different regions globally and to oversight and provide guidance to a team of Service Delivery Leads as part of the Controllership team who are responsible for specific Regions / Entities and activities / processes.

Role & Responsibilities

• The role requires in depth understanding of financial processes and systems, a high level of drive to standardize processes-activities across regions, managing the BPO-third party provider (GSK Operations), an internal team of Service Leads, working closely with the Controllership/GPO team and interacting with other Finance functions/stakeholders as needed.
• Able to lead activities independently as well as drive delivery and performance of the GSK Operations Centre of Excellence teams to support the Controllership organisation in the Finance Hub and Markets.
• Drive continuous improvement and troubleshooting issues faced by the GSK Operations while keeping the Controllership team informed of potential challenges & proposed recommendations.
• Provide guidance and feedback to the GSK Operations to ensure deliverables are submitted on time and with quality.
• Bring the End to End view of the processes to CoE (Master Data Management, Fixed Assets, Banking, Payroll, Insurance, Intercompany, Period End Close, Balance Sheet, Inventory) service line provided by GSK Operations.
• Working closely with the regional GSK Operational Controllers and accountable for day to day GSK Operations delivery, designing, embedding and monitoring Key Performance Indicators (KPIs) and Service Level agreements (SLAs), ensuring operational issues/risks are proactively identified and promptly resolved.
• Monitor GSK Operations capabilities within the Centre of Excellence, identifying training requirements, attrition risks and deploying plans accordingly.
• Escalate issues through the Controllership governance, having clearly identify blockers, support required and proposing solutions
• Feed into Controllership strategy at regional level identifying areas that require GPO intervention (Process redesign and / or technology intervention, RPA opportunities, etc)
• Drive GSK Operations adoption of standard practices and consistency ways of working in service delivery across the regions through GSK policies, tools and processes.
• Working closely with Finance Controlling Managers, Operational Controllers, Markets Controllership, GPO to drive resolution of challenges faced.

Requirements

• Degree in Finance / Accounting.
• CPA, ACA, CIMA, ACCA or equivalent is preferred.
• 16 years of financial reporting / auditing / accounting processes experience-knowledge (financial accounting, master data maintenance, banking, payroll, insurance, fixed assets, inter-company transactions, inventory, period end close, balance sheet reconciliations etc%).
• Working knowledge of IFRS requirements, accounting principles and policies.
• Excellent communication and interpersonal skills. Able to interact with internal and external stakeholders at different level.
• Managerial experience, driving performance of a team in other Controllership organizations.
• Previous experience in managing performance of a BPO - Third Party Provider.
• Experience of working in a Control / SOX environment.
• Pro-active, self-motivated and displaying initiative in solving problems.
• Actively seeks to improve processes, standardizing them and making more effective and efficient.
• Attention to detail, excellent analytical and problem-solving capabilities.
• Ability to plan and manage workload to ensure all key deadlines are met.
• Used to work with tight timelines and in a demanding environment.
• Good systems knowledge: SAP/S4Hana, Lumira, Power BI, Agentic AI
• Fluent in English

#LI-GSK

Skills

Business Acumen, Cyber Risks, Digital Fluency, Driving Continuous Improvement, Enterprise Thinking, Financial Controlling, Operational Governance, Services Management, Stakeholder Management

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK:

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.

Please contact our Recruitment Team at [e-mail] to discuss your needs.

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