RTR/ATR Service Excellence Lead

BDO USA, LLP; Grand Rapids (MI); On-site; USD 125,000 - 150,000; Full time

Benefits offered by this job

ESOP

Total Rewards benefits

Job summary

The Senior Manager, RTR & ATR Service Performance Management at BDO USA, LLP leads the delivery and performance of record-to-report and acquire-to-retire services within the Global Business Services organization. You will partner with Finance leadership, business stakeholders, and offshore teams to ensure service commitments and continuous improvement.

Reporting to the Director of Process Excellence & Initiatives, you will drive SLA governance, stakeholder engagement, process standardization,

Qualifications

• Seven or more years of experience in Accounting, Finance Operations, Shared Services, or GBS.
• Experience supporting RTR and/or ATR in a Shared Services or GBS environment.
• Experience managing offshore or global delivery teams.
• Proven track record driving service delivery performance and stakeholder management.
• Experience with SLA governance, KPI management, and operational reporting.

Responsibilities

• Acts as the primary relationship manager for Finance stakeholders consuming RTR and ATR services.
• Monitors day-to-day service performance against SLAs, KPIs, and operational targets.
• Identifies service delivery risks and proactively drive mitigation plans.
• Ensures timely escalation and resolution of issues impacting Finance customers.
• Facilitates governance reviews between Finance leadership and GBS service delivery teams.
• Leads service review meetings and communicates performance trends and improvement opportunities.
• Drives customer satisfaction programs and continually improves the Finance customer experience.

Skills

Stakeholder management

Executive communication

Influence without authority

Analytics & problem-solving

Customer-focused service

Global/matrix collaboration

Project & change management

Education

Bachelor's degree in Finance/Accounting/Business/Operations

Tools

Microsoft Word

Microsoft Excel

Oracle Financials

Job description

The Senior Manager, RTR & ATR Service Performance Management at BDO USA, LLP leads the delivery and performance of record-to-report and acquire-to-retire services within the Global Business Services organization. You will partner with Finance leadership, business stakeholders, and offshore teams to ensure service commitments and continuous improvement.

Reporting to the Director of Process Excellence & Initiatives, you will drive SLA governance, stakeholder engagement, process standardization,