Strategic Service Ops FP&A Leader

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 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.