RTR & ATR Service Performance Leader

BDO USA; Oak Brook (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

BDO USA is seeking a Senior Manager, RTR & ATR Service Performance Management to ensure effective delivery of RTR and ATR services within the Global Business Services (GBS) organization. This role liaises between Finance leadership, business stakeholders, and offshore delivery teams to achieve commitments and drive continuous improvement.

The Senior Manager is accountable for monitoring service delivery performance, driving issue resolution, improving customer satisfaction, and leading

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
• Develops and maintains performance dashboards and scorecards
• Partners operational teams to identify process improvement opportunities
• Leads problem-solving initiatives using Lean, Six Sigma, or continuous improvement methodologies
• Drives standardization and harmonization efforts across regions and service centers
• Supports automation, workflow enhancement, and digital transformation initiatives
• Facilitates root cause analysis sessions and implement corrective action plans
• Ensures adherence to internal controls, accounting policies, and compliance standards
• Monitors operational compliance with established procedures
• Supports internal and external audit activities
• Tracks remediation activities and ensure closure of audit and control issues
• Participates in governance councils and leadership reviews

Skills

Service delivery management

Stakeholder management

Performance dashboards

Lean Six Sigma

Process improvement

Governance & compliance

Automation & digital transformation

Job description

BDO USA is seeking a Senior Manager, RTR & ATR Service Performance Management to ensure effective delivery of RTR and ATR services within the Global Business Services (GBS) organization. This role liaises between Finance leadership, business stakeholders, and offshore delivery teams to achieve commitments and drive continuous improvement.

The Senior Manager is accountable for monitoring service delivery performance, driving issue resolution, improving customer satisfaction, and leading