Delivery Management – Senior Manager / Associate Director

HFG Insurance Recruitment; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

HFG Insurance Recruitment is hiring Delivery Management roles at Senior Manager and Associate Director level to support a large-scale Finance Shared Services environment in Kuala Lumpur. The roles focus on delivery management, service governance, performance management, stakeholder engagement, risk and escalation management, and transition/stabilisation across multiple service towers.

Ideal candidates will lead integrated plans, track milestones, coordinate with Finance, Procurement, HR, IT and

Qualifications

• Bachelor's degree in Finance, Accounting, Business or a related discipline.
• Strong experience in Shared Services, GBS, captive centres, BPO or service delivery management environments.
• Strong understanding of SLA/KPI frameworks, service governance, performance reporting, escalation management and operational dashboards.
• Good understanding of Finance Operations, Procurement Operations and/or R2R processes.
• Experience managing transitions, stabilisation, operational governance and continuous improvement initiatives.
• Strong stakeholder management, facilitation, analytical and problem-solving skills.
• Comfortable working across multiple functions, geographies and senior stakeholder groups.
• Experience leading teams or building team capability through coaching, cross-skilling and knowledge sharing.

Responsibilities

• Lead and manage integrated implementation and transition plans across multiple waves and business units.
• Track milestones, dependencies, critical paths, risks, issues and key decisions to ensure delivery stays on track.
• Coordinate across Finance, Procurement, HR, IT, Facilities, Operations and other stakeholders.
• Drive service management governance, including SLA/KPI reporting, dashboards, service reviews and escalation processes.
• Monitor service performance across Finance Operations, Procurement Operations and Record-to-Report (R2R).
• Facilitate operational, tactical and management governance forums, ensuring key risks, issues, actions and decisions are clearly tracked.
• Manage RAID logs, escalation frameworks and action trackers through to resolution.
• Identify recurring service issues, performance trends, cross-functional risks and continuous improvement opportunities.
• Support transition, hypercare, stabilisation and BAU service management activities.
• Drive standardisation, process simplification, automation opportunities and continuous improvement across the VCC.

Skills

Stakeholder management

SLA/KPI frameworks

Governance

Performance reporting

Transition management

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Finance/Accounting/Business

Job description

Delivery Management – Senior Manager / Associate Director

Employment Type: Permanent

Industry: Insurance / Financial Services

Function: Finance Shared Services / Global Business Services

We are hiring for Delivery Management roles at Senior Manager and Associate Director level, supporting a large-scale Finance Shared Services environment.

The roles will focus on delivery management, service governance, performance management, stakeholder engagement, risk and escalation management, and transition/stabilisation across multiple service towers and business units.

Key Responsibilities

• Lead and manage integrated implementation and transition plans across multiple waves and business units.
• Track milestones, dependencies, critical paths, risks, issues and key decisions to ensure delivery stays on track.
• Coordinate across Finance, Procurement, HR, IT, Facilities, Operations and other stakeholders.
• Drive service management governance, including SLA/KPI reporting, dashboards, service reviews and escalation processes.
• Monitor service performance across Finance Operations, Procurement Operations and Record-to-Report (R2R).
• Facilitate operational, tactical and management governance forums, ensuring key risks, issues, actions and decisions are clearly tracked.
• Manage RAID logs, escalation frameworks and action trackers through to resolution.
• Identify recurring service issues, performance trends, cross-functional risks and continuous improvement opportunities.
• Support transition, hypercare, stabilisation and BAU service management activities.
• Drive standardisation, process simplification, automation opportunities and continuous improvement across the VCC.

Requirements

• Bachelor's Degree in Finance, Accounting, Business or a related discipline.
• Strong experience in Shared Services, GBS, captive centres, BPO or service delivery management environments.
• Strong understanding of SLA/KPI frameworks, service governance, performance reporting, escalation management and operational dashboards.
• Good understanding of Finance Operations, Procurement Operations and/or R2R processes.
• Experience managing transitions, stabilisation, operational governance and continuous improvement initiatives.
• Strong stakeholder management, facilitation, analytical and problem-solving skills.
• Comfortable working across multiple functions, geographies and senior stakeholder groups.
• Experience leading teams or building team capability through coaching, cross-skilling and knowledge sharing.

Ideal Background

Candidates with experience in Finance Shared Services, Global Business Services, Service Delivery, Transformation, Operations Governance, Transition Management or BPO/GBS environments are encouraged to apply.