Service Operations Financial Planning and Analysis

foodpanda; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

foodpanda is seeking a skilled finance professional to own full-year cost projections for Customer Operations across markets. You will manage headcount governance, ensure POs align with forecasts, and break down partner invoicing for accurate cross-charging.

You will validate invoices, incorporate contractual overlays, and monitor payment escalations to avoid operational risk. A strong grasp of GAAP and pricing analysis across global markets is essential.

Qualifications

• 3+ years in financial modeling and projections with ownership of forecasts.
• Strong grasp of accounting/operational principles and GAAP.
• Experience with POs, invoices, and third-party vendor payments.
• Understanding of BPO networks, SLAs, penalties, and contact center terminology.
• Analytical skills to model pricing, costs, and financial impact across markets.
• Excellent communication and ability to influence stakeholders.

Responsibilities

• Build full-year cost projections using forecasting and pricing data.
• Own headcount governance: approvals, monthly adjustments, forecast reconciliation.
• Collaborate to ensure POs are raised and align with forecasts; track PO activity and balances.
• Break down invoices by market, vertical, LOB, and channel; report cross-charging details.
• Validate invoiced hours against delivered hours; incorporate penalties per contract.
• Manage payment escalations to meet contractual terms and mitigate operations risk.
• Deep-dive into departmental metrics (Cost per Contact/Order) for insights.
• Lead budget cycles for CX & Service Ops and translate business mechanics into forecasts.
• Support investment proposals with ROI and scenario modeling.

Skills

Forecasting

Cost modelling

Headcount governance

PO management

Invoicing

BPO & outsourcing

GAAP knowledge

Vendor payments

Stakeholder comms

Job description

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

• Use WFM forecasting and contract pricing to build full fiscal year projections of cost for Customer Operations and break the cost down into market, partner, vertical, versions to accurately cross charge those services.
• Own headcount governance: approvals, monthly adjustments and reconciliation against forecast.
• Partner with WFM and BPO Performance team to ensure that Purchase Orders are raised, approved and reflect the forecasted cost. This involves interfacing with stakeholders to ensure they understand the submission process and are linking the active PO’s in their filings. Track and report on PO transactions and net remaining balances and elevate any serious deviations of expected numbers to the WFM teams.
• Ensure invoicing from the partners is broken into market, vertical, LOB, and channel detail by agent and productive hour. Use this to generate accurate reports for correct cross charging of services
• Validate invoices, ensuring the billed hours aligns to hours delivered. Integrate any contractual overlays like penalties into that billing and communicate with the partners
• Manage payment escalations to ensure Pandora is meeting contractual payment terms and there are no risks to operations.
• Deep dive into other department financial data like Cost Per Contact, Cost Per Order, etc. and become a subject matter expert to provide additional insights.
• Lead budget communication cycles across CX & Service Ops, translating business mechanics into financial projections.
• Support in building investment proposals and business cases with ROI and scenario modelling

Qualifications

• Minimum 3 years of proven experience creating, managing, and presenting on financial models. Responsibilities must include full ownership of projections and approvals of financial models
• General knowledge of accounting/financial/operational principles, can demonstrate strong discipline in following these GAAP principles
• Experience with Purchase Orders, Invoices, and payment processes for third party vendors
• Strong understanding of BPO networks, including outsourcing terms, SLA’s, performance metrics, penalties, account management, and standard contact center terminology
• Proficient in analyzing pricing models in global markets and projecting financial impacts
• Excellent communication and presentation abilities, with the capacity to influence internal stakeholders and external partners.