Sr. Manager, RTR & ATR Service Performance Management

BDO USA

Chicago (IL)

On-site

USD 125,000 - 150,000

Full time

3 days ago

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Job summary

BDO USA in Chicago, IL seeks a Senior Manager, RTR & ATR Service Performance Management to lead delivery excellence across RTR and ATR processes within GBS. You will partner with Finance leadership, offshore teams, and process owners to drive SLA compliance, governance, and continuous improvement.

You will oversee performance dashboards, issue resolution, and stakeholder engagement, shaping global service delivery and transformation initiatives across regions.

Qualifications

Bachelor’s degree in Finance, Accounting, or Operations.
7+ years in Finance Ops or GBS.
Experience RTR/ATR and offshore delivery.
SLA/KPI governance and reporting experience.

Responsibilities

Acts as the primary relationship manager for Finance stakeholders consuming RTR and ATR services.
Monitors service delivery against SLAs, KPIs, and targets.
Drives issue resolution and customer satisfaction initiatives.
Leads governance reviews between Finance leadership and GBS teams.
Supports automation, process standardization, and transformation initiatives.

Skills

Stakeholder mgmt

Executive comms

Problem solving

Change management

Analytical skills

Project management

Influencing

Education

Bachelor's degree in Finance/Accounting/Operations

Tools

Microsoft Excel

Oracle Financials

Job description

Job Summary

The Senior Manager, RTR & ATR Service Performance Management, is responsible for ensuring the effective, efficient, and customer-focused delivery of Record-to-Report (RTR) and Acquire-to-Retire (ATR) services within the Global Business Services (GBS) organization. This role acts as the primary liaison between Finance leadership, business stakeholders, and the offshore service delivery teams, ensuring service commitments, operational excellence objectives, and continuous improvement initiatives are consistently achieved.

The Senior Manager, RTR & ATR Service Performance Management is accountable for monitoring service delivery performance, driving issue resolution, improving customer satisfaction, and leading cross-functional initiatives that enhance financial operations. This role serves as the voice of the customer for Finance while partnering closely with process owners, operational teams, technology teams, and offshore leaders.

Reporting to the Director, Process Excellence & Initiatives, the Senior Manager, RTR & ATR Service Performance Management plays a critical role in driving SLA compliance, governance, stakeholder engagement, process standardization, and continuous improvement across RTR and ATR processes.

Job Duties

Service Delivery Management

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

Customer & Stakeholder Management

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

Performance Management & Reporting

Develops and maintains performance dashboards and scorecards
Defines, tracks and reports key operational metrics including:

Continuous Improvement & Process Excellence

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

Governance & Compliance

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

Transition & Transformation Support

Leads migrations of RTR and ATR work into the GBS organization
Assists with service stabilization efforts following transitions
Participates in transformation initiatives, ERP enhancements, and operating model changes
Collaborates with project teams to ensure operational readiness and successful adoption of new processes
Other duties as required

Supervisory Responsibilities

N/A

Qualifications, Knowledge, Skills & Abilities

Education

Bachelor’s degree required; focus in Finance, Accounting, Business, or Operations, required

Experience

Seven (7) or more years of experience in Accounting, Finance Operations, Shared Services, or Global Business Services, required

Experience supporting RTR (Record to Report) and/or ATR (Acquire to Retire) processes in a Shared Services or GBS environment, required

Experience managing offshore or global delivery teams, required

Proven experience driving service delivery performance and stakeholder management, required

Experience with SLA (Service Level Agreement) governance, KPI (Key Performance Indicator) management, and operational reporting, required

License/Certifications

Six Sigma Green Belt, preferred

Software

Proficiency with Microsoft Office Suite, specifically Word and Excel, required

Oracle Financials or similar software experience, preferred

Language

N/A

Other Knowledge, Skills & Abilities

Exceptional stakeholder management and influencing skills
Strong executive communication and presentation abilities
Ability to manage through influence without direct authority
Strong analytical and problem-solving capabilities
Customer-centric mindset focused on service excellence
Ability to navigate complex global organizations and matrix structures
Strong project and change management capabilities

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate’s qualifications, experience, skills, and geography.

National Range: $125,000 - $150,000

Maryland Range: $125,000 - $150,000

NYC/Long Island/Westchester Range: $125,000 - $150,000

About Us

At BDO, how we show up matters. We build strong relationships by supporting one another, our clients, and our communities with care, curiosity, and a commitment to helping one another grow and succeed. Here, you’ll find meaningful work, leaders invested in your success, and opportunities to build a career around what matters most to you.

Our purpose is to be the people our clients count on to grow with confidence and achieve what matters most. Our values guide how we bring that purpose to life each day. Together, they shape how we work with one another, serve our clients, and create meaningful impact.

BDO provides assurance, tax, and advisory services to clients across the U.S. and around the world. No matter your role, you’ll be part of a team helping clients navigate complexity and move forward with clarity.

We are proud to be an ESOP company, offering participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well‑being. As a qualified retirement plan, the ESOP is a meaningful addition to our comprehensive compensation and Total Rewards benefits* offerings. It also reinforces an ownership mindset that strengthens our connection to one another, our clients, and the future we’re building together.

\*Benefits may be subject to eligibility requirements.

Equal Opportunity Employer, including disability/vets

Job Schedule

Full time

Locations