Global Service Quality & Performance Lead (m/f/d) 80-100%

We are strengthening our global governance within Operational Finance & Shared Services. As Global Service Quality & Performance Lead, you will be the central driver of service quality, operational performance and execution discipline across Finance Operations and Shared Service Centres (SSCs). You will play a pivotal role in making performance transparent, steering efficiency and ensuring that Finance Operations transformations deliver measurable value. In particular, your responsibilities include:

• Define and continuously develop a global service quality and performance governance framework for Finance Operations and SSCs
• Design, implement and own a global KPI and SLA framework (e.g. productivity, quality, timeliness, backlog, SLA adherence)
• Establish standardised global performance dashboards and reports for Finance Operations and SSC locations
• Ensure end-to-end performance transparency and enable fact-based performance reviews and decision-making
• Identify improvement and efficiency potentials based on KPIs and benchmarks and track implementation of measures
• Steer and monitor Finance Operations and SSC-related projects and initiatives (e.g. transformations, roll-ins, scope extensions)
• Support the development and tracking of business cases for SSC roll-ins, efficiency and productivity programmes
• Act as a key sparring partner for Global Process Owners (P2P, O2C, R2R) and Finance Operations leadership

You have a degree in a relevant business field and strong experience in Finance Operations, Shared Services or Performance Management. Your skills and qualifications include:

• Several years of experience in Finance Operations, Shared Services, Performance Management, Operational Excellence or similar roles
• Strong understanding of end-to-end Finance processes (P2P, O2C, R2R)
• Proven experience with KPI frameworks, performance steering, SLAs and service quality management
• Experience in business case calculation and benefits tracking for transformation and efficiency initiatives
• Experience in steering or coordinating projects and initiatives in a complex, international environment
• Strong analytical, structuring and problem-solving skills
• Strong influencing skills within an international matrix organization
• Excellent communication, facilitation and change-management skills
• Fluent English, German is an advantage
• Experience with performance dashboards, reporting tools and/or process mining and exposure to automation and digitalisation initiatives in Finance Operations are a strong plus