RTR & ATR Service Performance Lead

BDO USA; Kalamazoo (MI); On-site; USD 120,000 - 180,000; Full time

Job summary

BDO USA is seeking a Senior Manager, RTR & ATR Service Performance Management within the Global Business Services (GBS) organization. This role ensures effective, efficient, and customer-focused delivery of RTR and ATR services, serving as the primary liaison between Finance leadership, business stakeholders, and offshore service delivery teams to meet service commitments and drive continuous improvement.

You will monitor service delivery performance, lead issue resolution, and drive governance,

Responsibilities

• Acts as the primary relationship manager for Finance stakeholders consuming RTR and ATR services
• Monitors day-to-day service performance against established SLAs, KPIs, and operational targets
• Identifies service delivery risks and proactively drive mitigation plans
• Ensures timely escalation and resolution of operational issues impacting Finance customers
• Facilitates governance reviews between Finance leadership and GBS service delivery teams
• Leads service review meetings and communicate performance trends, challenges, and improvement opportunities
• Serves as the trusted advisor and single point of contact for Finance leadership regarding RTR and ATR service performance
• Develops strong partnerships with Controllers, Accounting leaders, Finance Directors, and business stakeholders
• Gathers customer feedback and translate insights into actionable improvement initiatives
• Manages stakeholder expectations while balancing operational capabilities and business requirements
• Drives customer satisfaction programs and continuously improve the Finance customer experience
• Develops and maintains performance dashboards and scorecards
• Defines, tracks and reports key operational metrics including:

Job description

BDO USA is seeking a Senior Manager, RTR & ATR Service Performance Management within the Global Business Services (GBS) organization. This role ensures effective, efficient, and customer-focused delivery of RTR and ATR services, serving as the primary liaison between Finance leadership, business stakeholders, and offshore service delivery teams to meet service commitments and drive continuous improvement.

You will monitor service delivery performance, lead issue resolution, and drive governance,