The Regional Service Manager (RSM) acts as the link between the Massmart business units, BPOs Operations & Walmart EBS to ensure the successful execution of Enterprise Business Services within the Walmart Global Operational Framework, to achieve operational excellence, transformation, continuous improvement and sustainable Business value for Massmart and Walmart.

Linkage between Massmart Business Finance, BPOs, & Walmart EBS

• Leads meetings with Massmart Finance leadership, together with the EBS Site Lead, for the sub-processes under his /her scope to validate customers ‘expectations & goals, value added activities & to understand how EBS may help customer achieve their strategies.
• Attends Operational reviews with BPOs, the Quarterly Operational Reviews with the Massmart Business & Finance units, the EBS Staff meetings, the Walmart EBS/ RSM touchpoint and any other required session. Approves any change / adjustment to operational processes to ensure business continuity.
• Reviews the result of the annual NPS (Net Promoter Scope) together with EBS Site Leader. Ensures that insights obtained from the meetings with Finance leadership & NPS are taken into consideration to incorporate projects & programs in the EBS Strategies to ensure value added creation and to increase customer satisfaction. Organizes recurrent sessions with customers to review the advance & results of the strategies & project portfolios to ensure that value added is capitalized.

Creates Integrated Regional Strategies

• Creates together with Walmart EBS, EBS Site Lead, BPOs and Massmart supporting teams, the integrated regional strategy taking into consideration Massmart Strategic objectives, Walmart Global Goals, Massmart retained Finance, and Massmart EBS goals & objectives to ensure value creation for the sub – processes within his / her scope and Massmart in general.

Ensures Operational Excellence in Process Execution in Treasury & FP&A Process

Ensures Operational Excellence In Process Execution:

• Ensures Operational Excellence in process execution, in implementing Measure Management Systems to monitor operations performance (Key Performance Indicators (KPI), Critical Performance Specifications (CPS), General Performance Indicators (GPI), and failure points. Supports operations for achieving targets, minimizing risks, and eradicating loss.
• Support operations on direction to execute the Root Cause Analysis (RCA) on failure points, incompliances, or defects and to create remediation action plans & monitor action plan completion.
• Signs off the sub-certification Financial Controls and FCPA certifications once they have been validated with Massmart business and BPOs Tower Leads, prior to forwarding to Massmart Group Controller for final signoff. Validation includes that Massmart Finance and BPOs are executing processes in compliance with the required control environment & that there are no significant process changes that may dramatically impact the control environment for the sub – processes under his / her scope.
• Ensures effective and efficient governance and retention of service knowledge is maintained for Massmart and Walmart using best in class service knowledge management methodologies and frameworks.

Reviews Business Indicators & Supports to Achieve Targets

• Drives the annual business indicators analysis & review, to confirm if the existing indicators provide insights required to monitor operational excellence, process execution, risks & losses for the sub – processes under his / her scope.

Monitors Adherence to Standards & Procedures in Process Execution

• Monitors adherence to Walmart Global Standards, Massmart Policies & Procedures & ensures a robust control and compliance environment in operations. Supports Walmart Global Service Management to drive consistency across Service Centers for sub processes under his / her scope.
• Actively participates in compliance and risk mitigation with Massmart and Walmart polices

Consolidates & Monitors the Treasury & FP&A Finance Towers Project Portfolio

• Work together with BPOs, Massmart retained Finance and Walmart EBS to update the Treasury & FP&A SOW for the sub – processes under his / her scope. Coordinates the need for additional resources in BPOs to face incremental volume carried for high seasons, business growth, or process changes for the sub – processes under his / her scope.
• Maintains information archived in shared drives (distribution lists, Massmart/ BPOs organizational charts, etc.).
• Creates & maintains the Business Continuity Plan contact list for the sub – processes under his / her scope. In case of an emergency, consults with group controller and Risk Officer prior to BCP activation.

Creates and Ensures Execution of Regional Projects. Supports Walmart Global Projects and Walmart strategic objectives

• Creates regional project portfolios together with Massmart Business Finance, BPOs, & Walmart EBS for the sub – processes he /she is in charge, to achieve the Walmart Global, Massmart goals & monitors execution. Supports in the execution of Massmart initiated or Walmart global initiated projects and leads EBS initiated projects for sub – processes under his / her scope.
• Reviews the technical design & prototypes of the solutions part of digital transformation initiatives & validates testing results to ensure adherence to the defined to-be processes prior go live of the initiative.
• Monitors how business indicators are improved upon digital transformation implementation. Leads & provides training sessions for the Finance tower (s) within his / her scope.
• Aligns with Massmart Operations, Finance business units, BPOs & Walmart EBS the resources needed to ensure the successful completion of the project portfolio for the sub – processes under his / her scope.
• Work in collaboration with BPOs, RSMs, EBS Transformation and Massmart and Walmart support teams to drive continuous improvement and transformation initiatives to generate sustainable business value and improved experiences in accordance with Massmart and Walmart strategic objectives.
• Takes ownership to drive continuous improvement and transformation within processes under his/her scope.

Supports Governance for Intaking New Activities into EBS and Monitors Successful addition of New Work and Change Management

• Adheres to governance for intaking new activities/ business into EBS and descoping activities/ business from EBS.
• Monitors the successful intaking of new activities/ business into EBS and descoping activities/ business from EBS.
• Work together with BPOs, Massmart retained Finance, Walmart EBS and Strategic Partnership Team to update the various SOWs for the Genpact processes. Coordinates the need for additional resources in Genpact to face incremental volume/Demand carried for high seasons, business growth, or process changes.
• Drives effective and efficient end to end Stakeholder engagement, communication and change management for continuous improvement and transformation initiatives and operational changes, in collaboration with Walmart EBS and Transformation teams

Minimum Qualifications Requirements

• Degree in Accounting, Finance, Business Administration, Economics, Engineering, Supply Chain or Equivalent
• At least 8-years Shared Services or BPO Experience
• At least 8-years experience with business change management and corporate strategy
• At least 8-years experience in process improvement, standardization & automation
• At least 8-years’ experience in Finance & Accounting Function

Other desired qualifications (not mandatory)

• Lean-Six Sigma Green Belt preferred
• Certified Project Manager (PMP) preferred
• Chartered Accountant (SA)
• Management Accountant (CIMA)
• Certified Internal Auditor (CIA)

Competencies and Skills

• Build Relationships
• Judgment
• Customer/Member Centered
• Execution and Results
• Planning and Improvement
• Influence and Communicate