Subject Matter Expert (SME) for BPO/BPS

About the Role:

We are seeking a highly experienced and knowledgeable Subject Matter Expert (SME) with deep expertise in both Finance & Accounting (F&A) and Human Resources Outsourcing (HRO) to join our BPS team. This individual will serve as a key resource for our sales, presales, delivery, and product development teams, providing expert guidance and insights on best practices, industry trends, and emerging technologies within these domains within the context of Business Process Services.

Responsibilities:

BPS Service Design:

• Collaborate with sales and presales teams to design and develop winning BPS solutions for F&A and HRO services.
• Analyze client requirements and translate them into effective and efficient BPS service models.
• Develop service level agreements (SLAs), key performance indicators (KPIs), and operational metrics for F&A and HRO services.
• Advise on the optimal allocation of resources and technologies within the BPS delivery model.Client Engagement & Delivery Excellence:

• Provide subject matter expertise during client engagements, including needs assessments, solution demonstrations, and proposal development.
• Collaborate with delivery teams to ensure seamless service delivery and client satisfaction.
• Troubleshoot operational challenges and provide solutions to ensure service level commitments are met.
• Conduct regular service reviews with clients to identify areas for improvement and enhance service value.

Innovation & Thought Leadership:

• Research and analyze industry trends, best practices, and emerging technologies within the BPS landscape for F&A and HRO.
• Identify and evaluate new service offerings and delivery models within the BPS space.
• Develop and deliver presentations, workshops, and training sessions on F&A and HRO BPS topics for internal and external audiences.
• Contribute to the development of thought leadership content, including white papers, case studies, and articles, focused on BPS solutions for F&A and HRO.

Internal Collaboration & Knowledge Sharing:

• Act as a knowledge repository for F&A and HRO within the BPS organization.
• Mentor and coach junior team members on F&A and HRO BPS best practices and methodologies.
• Collaborate with other SMEs and cross-functional teams to develop and refine BPS service offerings.

Qualifications:

• Bachelor's degree in Accounting, Finance, Human Resources, Business Administration, or a related field; Master's degree or relevant certifications (e.g., CPA, SHRM-SCP, SPHR) preferred.
• Minimum of 10-15 years of progressive experience in F&A and/or HRO, with a strong emphasis on Business Process Outsourcing best practices and methodologies.
• Demonstrated experience in designing, implementing, and managing successful BPS engagements for F&A and/or HRO services.
• Deep understanding of core F&A and HRO processes within a BPS context, including service delivery models, operational metrics, and technology enablers.
• Strong knowledge of relevant regulations and compliance requirements within the BPS environment.
• Experience with relevant technologies and software applications used in BPS delivery, such as ERP systems, HRIS, RPA tools, and analytics platforms.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities with a focus on process optimization and continuous improvement.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Experience with process improvement methodologies (e.g., Lean, Six Sigma) within a BPS context.
• Experience with data analytics and reporting tools used in BPS service delivery.
• Prior experience working in a fast-paced and dynamic BPS environment.