Sr. Executive - Service Excellence

Management Level

Role Overview

Service excellence is an energetic team which is part of the Financial Shared Services (FSS) and will work with all the towers of the FSS and with onshore GPOs to drive continuous improvement.

Mandatory: Any bachelor’s graduate. Should possess strong knowledge of MS Office presentation. The candidate should be ready to train people. Should possess people skills.

Equiniti Overview

Equiniti is a leading provider of technology and solutions for complex and regulated administration and payments.  Our technology platforms are used by 70% of the FTSE 100, the Government, and other large corporates, particularly in banking, insurance and other financial services.  We have 1,700 clients, make £160 billion worth of payments through our systems every year, hold records for 70 million shareholders, look after pension schemes for 8 million pension scheme members, and provide services which touch 28 million customers.  Over a third of the UK population has dealt with Equiniti at some point during their lives. 

Equiniti is a company that has been built with strong values at the very core of our offering.  Dealing with some of the most successful companies and government agencies in the UK, excellence, integrity, professionalism, partnership, commercial and innovation are therefore at the heart of everything we do.  We employ over 5,000 people in the UK, India, US, Poland and Netherlands. There are five internal business divisions which compromise the Equiniti business (EQ Boardroom, EQ Paymaster, EQ Invest, EQ Digital and EQ US), which are all supported by the Group Functions.  Our strategy is aimed at driving pace and growth with a strong focus on further investment in our people and leadership. 

Equiniti’s journey to build and develop a captive offshore finance facility started in 2016, with a view to centralising the core transactional accounting. This resulted in the creation of a Finance Shared Services Centre (SSC) in Chennai which comprises the following teams: Record to Report (RtR), Procure to Pay (PtP), Master Data Management and Data Analysis (MDM), Order to Cash (OtC) and Financial Planning and Analysis (FP&A).

In recent years, the Finance SSC has extended its Global footprint to support geographies beyond the UK, expanding the remit in operating areas to help sustain and improve the Group's control environment. The Finance SSC has continued to successfully drive value-add and continuous improvement along the value chain by providing high-quality services in specialised areas of External Financial Reporting, Procurement and Internal Audit.

All of this is made possible by over 100 dedicated, articulate and forward-thinking colleagues in the Finance SSC who play a pivotal role in our transformative journey. The most recent achievement of the combined team includes successfully implementing Workday in 2020 – the global finance, procurement and human capital management ERP used globally by all of Equiniti’s businesses and employees. 

Core Duties/Responsibilities

The Executive Service Excellence (FSSC) will have these main areas of responsibilities:

• Create monthly KPI for the Service Excellence and the entire FSSC.
• Organise the training sessions for the teams.
• Create the content on demand for the training.
• Follow up with all the teams about reports and other details.
• Action on the Feedback from various stakeholders/channels
• PEX Reporting – Productivity commitment, Business impact delivery, Monthly management review

• Drive on process improvements and strengthening controls across FSS

• Collaborate with LPO’s & GPO’s and maintain good relationships with them
• Ensure that all working practices follow the Equiniti standard policies and procedures, including health & safety and equal opportunities
• Benchmarking analysis required to be done across FSS
• Ability to understand the detail behind processes & system
• Collaborate with the team and create Excel macro to cater their needs

Skills, Knowledge & Experience

Required Skills: (Mandatory)

• VBA (advanced)
• Strong in MS PowerPoint (Advanced)
• Team player with good networking skills
• Good analytical skill
• Creative thinking
• Fluent in English and strong communication skills
• Workday Knowledge is added advantage

Desired Skills:

• Basic Knowledge of Quality Management
• Certification in Lean Six Sigma (YB) or (GB)
• Excellent organizational, communication and planning skills
• Adaptable with an ability to change direction and priorities if required
• Ability to work well with people across the organisation
• Continuously learns and improves from experience and shares this with others.
• Involves and leverages knowledge of others in decision-making and problem-solving

EDUCATION/QUALIFICATIONS

• Any bachelor’s degree should possess strong accounting knowledge.
• Master’s degree in Business Administration is added advantage.
• Overall work experience of 4 to 7 years in the relevant field

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.