Job Description:

Key Responsibilities

1. Cost Model Ownership & Maintenance

• Own and maintain the cost model, ensuring:
  • All changes in actuals (e.g., leavers, joiners, promotions, rate changes) are accurately reflected
  • Continuous alignment between actuals, forecast, and cost assumptions
  • Proactively identify whether leavers are being replaced and any associated cost savings/ risks.
  • Visibility of open roles (new vs replacements vs uncommitted costs), leavers (confirmed and unconfirmed), job requisitions and hiring status
• Drive a process-led approach to cost model updates via structured inputs (e.g., WD reports)
• Present first view of consolidated CXM cost model to FP&A senior manager and Commercial Finance to discuss further margin risks and opportunities. Refine cost model after the review.
• Headcount – visibility of actuals onshore, nearshore and offshore.

2. Actuals vs Forecast Analysis

• Support month-end processes including:
  • Actualisation of staff and non-staff costs in 1 sheet (for CXM level)
  • Forecast updates (SL and central costs)
• Collaborate closely with RTR teams to:
  • Improve efficiency
  • Enhance insight quality
• Lead detailed analysis of actuals vs forecast variances on costs
• Identify and explain key drivers:
  • Headcount movements
  • Rate changes / promotions
  • Other business decisions
• Partner with offshore and nearshore teams to validate assumptions and variances.
• Translate insights into clear financial implications for the business

3. Offshore & Nearshore Business Partnering

Act as the finance bridge across geographies:

• Work closely with offshore lead, nearshore lead and Operations to validate:
  • HC forecast (leavers, joiners, promotions)
  • Any changes in tiers
• Improve visibility of HC movements to wider CXM FP&A and Commercial Finance teams
• Drive better forecasting discipline and accuracy
• Provide challenge and support on:
  • Rates
  • Promotions
  • Workforce planning decisions

4. Reporting, Insights & Narrative

• Own and manage key reporting including:
  • Cost model updates (WD report + HR + Operations)
  • PAR and the narrative email that send to ELT
• Produce clear, concise leadership-ready narratives for:
  • ELT and senior stakeholders
  • Monthly and quarterly reviews
• “Connect the dots” across data sources to tell a coherent financial story

5. Reporting & MI

• Support planning cycles:
  • MFF/ RF packs
  • Monthly/ Quarterly MI packs
• Contribute to presentation materials and key slides

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