About the Job: 

This leader serves as a strategic finance business partner responsible for supporting business leaders through financial planning, forecasting, performance reporting, workforce planning, operational performance management, and decision support analysis across a large Service call-center organization. This role provides financial leadership and influences outcomes through expertise, partnership, and analytical insight. The position translates complex financial information into actionable recommendations that improve resource allocation, expense management, and business performance.  

This position partners closely with Senior Leaders to optimize cost-to-serve, enhance service experiences, support workforce transformation, evaluate AI and automation investments, and ensure resources are aligned to business priorities. This leader translates complex financial and operational data into actionable insights that improve service outcomes, workforce effectiveness, expense management, and enterprise value creation. 

What You'll Do:

• Lead annual planning, forecasting, budgeting, and long-range financial planning processes for assigned business areas, ensuring assumptions, timelines, and deliverables are aligned with strategic priorities.  

• Serve as a trusted finance partner to Service leadership by translating financial and operational performance into actionable recommendations that improve business outcomes, client and field experience, and organizational effectiveness.  

• Develop, monitor, and communicate key performance indicators and financial metrics that measure progress against strategic and operational objectives. 

• Develop and review financial models, scenario analyses, business cases, and investment evaluations to support resource allocation, expense management, workforce planning, and strategic decision-making.  

• Analyze actual results versus budget and forecast, prepare executive-ready reporting packages, and communicate performance insights, variances, risks, and opportunities to leadership.  

• Manage workforce and expense planning activities, including headcount forecasts, hiring requests, organizational changes, position management, and alignment of staffing plans to budget and business priorities.  

• Build trusted cross-functional relationships with business leaders and influence decisions through sound financial judgment, data-driven analysis, and strong communication.  

• Drive process improvement, automation, and operational excellence across planning, reporting, forecasting, and financial management activities to improve efficiency and insight generation.  

• Ensure financial plans, forecasts, reports, and expense processes are accurate, timely, well documented, and consistent with finance policies, procedures, and control expectations.  

• Develop financial analyses and recommendations supporting cost optimization, service transformation, AI adoption, process redesign, operational efficiency, and workforce modernization efforts. 

• Support operational leaders in understanding service demand drivers, workload trends, productivity measures, and resource requirements to improve planning accuracy and operational decision-making. 

• Manage, coach, and develop finance team members by setting priorities, providing feedback, supporting career development, and fostering accountability, collaboration, and continuous improvement. 

What Experience You'll Bring:

• Bachelor's degree in accounting, finance, business administration, or related degree required. 

• CPA or MBA designation is preferred. 

• Minimum of 7 or more years of demonstrated financial leadership in accounting, finance or financial reporting and analysis. 

• Strong analytical, planning, organization, budgeting, problem solving, negotiation, oral and written communication skills are essential to this role. 

• Ability to develop and interpret financial models for complex analysis. 

• Attention to detail, with the ability to operate in a fast-paced, rapidly changing environment. 

• Proven ability to develop strong working relationships with all levels of the organization. 

• Demonstrated ability to lead through ambiguity, organizational change, and business transformation. 

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