Service Operations Financial Planning and Analysis
Core
Build full fiscal year cost projections for Customer Operations using WFM forecasting and contract pricing, ensuring accurate cross-charging across markets, partners, and verticals.
Role type
Senior Financial Planning and Analysis Manager (Service Operations)
Builds
Fiscal year cost projections, budget cycles, investment proposals, and business cases with ROI modeling
Domain
Food delivery / BPO / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
WFM forecasting, contract pricing, headcount governance, PO management, invoice validation, GAAP principles, BPO network knowledge, scenario modeling, stakeholder influence
Preferred skills
Cost per contact/order analysis, global pricing model analysis, payment escalation management
Technologies
WFM tools, ERP systems, financial modeling software
Responsibilities
Own headcount governance and reconciliation against forecast; Partner with WFM/BPO teams to manage Purchase Orders and track net balances; Validate partner invoices and integrate contractual overlays; Lead budget communication cycles; Support investment proposals and business cases
Seniority
Senior, hands-on IC with strategic oversight