Senior Finance Manager, Service and Continuous Improvement

Senior Finance Manager, Service and Continuous Improvement
Leeds / Hybrid - 3 days per week in the office (LS15 8ZB) 

About the role: 

The Service & Continuous Improvement (CI) Senior Manager will report directly to the EMEA Senior Finance Director and play a pivotal role in driving a service excellence strategy, operational efficiency, and customer satisfaction across the region. Acting as a sole contributor with leadership through collaboration, the role will influence managers and teams within the Accounting team to deliver improved service outcomes, enhanced KPIs, and stronger Voice of the Customer (VOC) results. 

This position will be instrumental in supporting geographic expansion and process improvement across EMEA by embedding scalable processes and service frameworks that ensure consistency, efficiency, and adaptability as the business grows. The ideal candidate will bring a strong track record of service delivery leadership, team management experience, and continuous improvement expertise, ensuring the EMEA region operates to the highest standards of performance and efficiency. 

Leadership & Collaboration 

• Support the EMEA Senior Finance Director and Leadership Team in developing and delivering a regional service strategy. 

• Lead through collaboration and influence, working with managers and teams across operations, service delivery, and support functions. 

• Leverage team leadership experience to mentor, guide, and influence colleagues at all levels. 

• Collaborate with IT and global Finance to drive ERP enhancements, automation, and standardization of finance processes across regions. 

Service Excellence & Performance Management 

• Monitor, track, and drive improvement in key service delivery KPIs across the EMEA region. 

• Ensure performance standards meet or exceed customer and business expectations. 

• Partner with stakeholders to resolve service challenges and escalate systemic issues to leadership. 

• Enhance the Voice of the Customer (VOC) program, ensuring customer feedback is analyzed, actioned, and embedded in service improvement plans. 

Continuous Improvement (CI) 

• Lead the identification, design, and delivery of process improvement initiatives across service operations. 

• Embed Lean, Six Sigma, or similar methodologies to improve efficiency, quality, and consistency of service. 

• Champion a culture of continuous improvement across the region, ensuring learnings and best practices are shared and scaled. 

• Partner with technology, data, and operations teams to deliver automation and digital solutions that improve service outcomes. 

Governance & Compliance 

• Strengthen internal controls and ensure all service processes and improvements are SOX compliant meet quality standards. 

• Provide support to ensure adherence to company accounting policies 

• Support the EMEA Controller in preparing reports, insights, and presentations for senior leadership. 

• Partner with external auditors and support audit deliverables. 

Team Support, as needed 

• Support preparation and review of monthly, quarterly, and annual close activities. 

• Assist in review of balance sheet reconciliations, journal entries, and key accounting estimates 

Some of the qualifications and experience we're looking for: 

Experience & Background 

• 10+ years of progressive experience in Finance, Accounting, Controllership or Finance Operations with a focus on leading service delivery and continuous improvement.  

• Strong track record in leading service excellence programs and managing customer-focused operations. 

• Proven experience in leading teams or functions, with ability to now drive results through collaboration and influence across matrixed environments. 

• Expertise in continuous improvement methodologies (Lean, Six Sigma, Kaizen, or equivalent). 

• Experience working in a complex, multi-country or EMEA regional context preferred. 

Skills & Competencies 

• Excellent collaboration, influencing, and stakeholder management skills. 

• Strong analytical and problem-solving capabilities, with the ability to translate data into actionable improvement initiatives. 

• Solid understanding of service delivery metrics, VOC management, and customer experience frameworks. 

• Change leadership ability, with proven success in embedding a CI culture. 

• Effective communicator with strong presentation skills to senior stakeholders. 

Education & Certifications 

• Relevant degree level qualification required 

• Professional accounting qualification or progressing towards is preferred, i.e. ACA, ACCA or CIMA or equivalent. 

• Lean Six Sigma Green Belt or Black Belt certification strongly preferred. 

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