Hotel Finance Service Manager, Greater China

This is a pivotal role responsible for overseeing the entire lifecycle of product development, from concept ideation to successful implementation and post-launch optimization. This individual will lead cross-functional teams, collaborate with various stakeholders, and ensure that products meet market needs, business goals, and high-quality standards. This role ensures seamless delivery of services such as P2P, T&E, AR Recon and GL etc. across multiple hotel units. The individual will drive process improvements, manage teams, and collaborate with stakeholders to enhance overall operational efficiency and service quality.

Your day to day

Product Implementation and Deployment

• Ensure smooth product implementation at customer sites or within the organization. Work with implementation teams to address any issues.

• Develop and execute training programs for end-users, both internal and external, to ensure proper product adoption.

• Monitor post-implementation performance, gather user feedback, and drive continuous improvement initiatives.

Process Management

• Conduct market research and customer interviews to gather insights for product innovation. Translate these insights into actionable product requirements.

• Review, analyze, and re-design shared service processes to eliminate inefficiencies

• Develop and implement standard operating procedures (SOPs) for all shared service functions, ensuring consistency in service delivery.

• Set performance metrics and KPIs for shared service processes and regularly monitor and report on their achievement.

Team Leadership

• Lead and manage teams within the shared service center, including recruitment, training, performance evaluation, and career development.

• Foster a positive and collaborative team culture, promoting knowledge sharing and continuous learning.

• Allocate resources effectively to meet service demands, ensuring that teams are appropriately staffed during peak periods.

Stakeholder Collaboration

• Act as the main point of contact for business units regarding shared service matters. Build and maintain strong relationships with key stakeholders across the organization.

• Understand the specific needs of each business unit and translate them into service enhancements or customized solutions.

Service Quality and Customer Satisfaction

• Ensure high-quality service delivery by implementing quality control measures. Conduct regular customer satisfaction surveys and use feedback to drive service improvements.

• Resolve escalated service issues in a timely and effective manner, ensuring that customer concerns are addressed to their satisfaction.

What we need from you 

• A minimum of 3-5 years of experience in a shared service environment, with at least 3 years in a managerial position and at least 3 years in a project management role.

• Proven experience in leading large-scale process improvement projects.

• Strong leadership and people management skills, with the ability to motivate and develop teams.

• Excellent analytical and problem-solving skills, with the ability to identify and resolve complex operational issues.

• Exceptional communication and interpersonal skills, enabling effective collaboration with stakeholders at all levels.

• Proficiency in relevant software applications, such as enterprise resource planning (ERP) systems, project management tools, and data analysis software.  Knowledge of industry best practices in shared service management.