Position Summary
The Director, Finance Shared Services (FSSC) – Service Delivery & Operations is responsible for leading the day-to-day operations of Record to Insight (R2I), Global Expense Management, and Professional Services Finance Operations. This role requires a strong foundation in accounting principles and financial operations to ensure the accuracy, integrity, and timeliness of financial processes and outputs.
The Director is accountable for delivering consistent, high-quality services while driving operational excellence, governance, and performance management. This leader ensures effective execution of core accounting and finance processes, including support of the close cycle, compliance with company policies and internal controls, and adherence to service level commitments.
The role provides strong people leadership, directly managing Senior Managers and ensuring alignment to business objectives and continuous improvement initiatives.
As the primary owner of service performance and operational governance, this leader establishes standards, monitors KPIs, and fosters a culture of accountability, collaboration, and continuous improvement across the organization.
This position reports to the Senior Director of Finance Shared Services.
Key Responsibilities
1. End-to-End Service Delivery Ownership
•Own the day-to-day operations across different FSSC teams (i.e., R2I, GEM and PS Finance, etc.)
•Ensure adherence to SLAs, KPIs, quality standards, and established accounting policies. Drive on-time month-end, quarter-end, and year-end close performance.
•Monitor backlog, throughput, productivity, and service accuracy metrics to maintain operational effectiveness.
•Serve as the primary escalation point for operational and service delivery issues, ensuring timely resolution.
•Support standardized, scalable processes that enhance consistency and compliance.
2. Operational Governance & Performance Management
•Establish and run structured operational review cadences (weekly/monthly/quarterly).
•Drive KPI dashboards and performance transparency.
•Lead root cause analysis for recurring issues.
•Implement corrective action plans to improve cycle time, accuracy, and cost efficiency.
•Partner with Operational Excellence team to embed continuous improvement into daily operations.
3. Leadership & Talent Development
•Directly manage and coach Senior Managers.
•Ensure strong succession planning.
•Drive accountability culture with clear performance expectations.
•Oversee workforce planning, hiring strategy, and resource optimization.
•Support FSSC framework, fostering an environment where excellence is celebrated and is conducive to change and adaptability.
4. Cross-Functional Partnership
•Partner closely with different teams, i.e., Strategic Finance, Controllership, Legal, Marketing, HR, and IT.
•Ensure operational alignment with finance calendar and business priorities.
•Ensure stakeholder expectations are clearly managed and governed.
5. Risk & Control Discipline
•Ensure strong compliance with internal controls and audit requirements.
•Drive remediation of control findings in partnership with the different teams.
•Maintain high standards for financial data integrity and process documentation.
Perform other duties as assigned.
Requirements
•BS Accountancy, CPA required
•Strong experience in the different functional towers of a Shared Service Organization (i.e., Record to Report, Accounts Payable, Travel and Expense, Order to Cash, PS Finance, etc.)
•Experience working with the Big 4 audit firms preferred
•Proven track record managing senior leaders and multi-functional teams
•Deep understanding of service delivery governance, KPIs, and operational metrics
•Strong stakeholder management and executive communication skills
•10+ years of team leadership experience
•Shared Service Center work experience required
•Ability to work and deliver within tight deadlines, with willingness to work extended hours
•Strong problem-solving abilities to address and resolve operational issues
•Familiarity with ERP systems, preferably Workday
•Flexibility to adapt to changing business needs and environment
Working at Genesys
•AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
•A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
•Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
•Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
•Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control.
