Sr. Manager, RTR & ATR Service Performance Management

Job Summary:The Senior Manager, RTR & ATR Service Performance Management, is responsible for ensuring the effective, efficient, and customer-focused delivery of Record-to-Report (RTR) and Acquire-to-Retire (ATR) services within the Global Business Services (GBS) organization. This role acts as the primary liaison between Finance leadership, business stakeholders, and the offshore service delivery teams, ensuring service commitments, operational excellence objectives, and continuous improvement initiatives are consistently achieved.The Senior Manager, RTR & ATR Service Performance Management is accountable for monitoring service delivery performance, driving issue resolution, improving customer satisfaction, and leading cross-functional initiatives that enhance financial operations. This role serves as the voice of the customer for Finance while partnering closely with process owners, operational teams, technology teams, and offshore leaders.Reporting to the Director, Process Excellence & Initiatives, the Senior Manager, RTR & ATR Service Performance Management plays a critical role in driving SLA compliance, governance, stakeholder engagement, process standardization, and continuous improvement across RTR and ATR processes.Job Duties:Service Delivery ManagementActs as the primary relationship manager for Finance stakeholders consuming RTR and ATR servicesMonitors day-to-day service performance against established SLAs, KPIs, and operational targetsIdentifies service delivery risks and proactively drive mitigation plansEnsures timely escalation and resolution of operational issues impacting Finance customersFacilitates governance reviews between Finance leadership and GBS service delivery teamsLeads service review meetings and communicate performance trends, challenges, and improvement opportunitiesCustomer & Stakeholder ManagementServes as the trusted advisor and single point of contact for Finance leadership regarding RTR and ATR service performanceDevelops strong partnerships with Controllers, Accounting leaders, Finance Directors, and business stakeholdersGathers customer feedback and translate insights into actionable improvement initiativesManages stakeholder expectations while balancing operational capabilities and business requirementsDrives customer satisfaction programs and continuously improve the Finance customer experiencePerformance Management & ReportingDevelops and maintains performance dashboards and scorecardsDefines, tracks and reports key operational metrics including:Continuous Improvement & Process ExcellencePartners operational teams to identify process improvement opportunitiesLeads problem-solving initiatives using Lean, Six Sigma, or continuous improvement methodologiesDrives standardization and harmonization efforts across regions and service centersSupports automation, workflow enhancement, and digital transformation initiativesFacilitates root cause analysis sessions and implement corrective action plansGovernance & ComplianceEnsures adherence to internal controls, accounting policies, and compliance standardsMonitors operational compliance with established proceduresSupports internal and external audit activitiesTracks remediation activities and ensure closure of audit and control issuesParticipates in governance councils and leadership reviewsTransition & Transformation SupportLeads migrations of RTR and ATR work into the GBS organizationAssists with service stabilization efforts following transitionsParticipates in transformation initiatives, ERP enhancements, and operating model changesCollaborates with project teams to ensure operational readiness and successful adoption of new processesOther duties as requiredSupervisory Responsibilities:N/AQualifications, Knowledge, Skills & Abilities:Education:Bachelor’s degree required; focus in Finance, Accounting, Business, or Operations, requiredExperience:Seven (7) or more years of experience in Accounting, Finance Operations, Shared Services, or Global Business Services, requiredExperience supporting RTR (Record to Report) and/or ATR (Acquire to Retire) processes in a Shared Services or GBS environment, requiredExperience managing offshore or global delivery teams, requiredProven experience driving service delivery performance and stakeholder management, requiredExperience with SLA (Service Level Agreement) governance, KPI (Key Performance Indicator) management, and operational reporting, requiredLicense/Certifications:Six Sigma Green Belt, preferredSoftware:Proficiency with Microsoft Office Suite, specifically Word and Excel, required Oracle Financials or similar software experience, preferredLanguage:N/AOther Knowledge, Skills & Abilities:Exceptional stakeholder management and influencing skillsStrong executive communication and presentation abilitiesAbility to manage through influence without direct authorityStrong analytical and problem-solving capabilitiesCustomer-centric mindset focused on service excellenceAbility to navigate complex global organizations and matrix structuresStrong project and change management capabilitiesIndividual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate’s qualifications, experience, skills, and geography.National Range: $125,000 - $150,000Maryland Range: $125,000 - $150,000NYC/Long Island/Westchester Range: $125,000 - $150,000At BDO, how we show up matters. We build strong relationships by supporting one another, our clients, and our communities with care, curiosity, and a commitment to helping one another grow and succeed. Here, you’ll find meaningful work, leaders invested in your success, and opportunities to build a career around what matters most to you.Our purpose is to be the people our clients count on to grow with confidence and achieve what matters most. Our values guide how we bring that purpose to life each day. Together, they shape how we work with one another, serve our clients, and create meaningful impact.BDO provides assurance, tax, and advisory services to clients across the U.S. and around the world. No matter your role, you’ll be part of a team helping clients navigate complexity and move forward with clarity.We are proud to be an ESOP company, offering participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being. As a qualified retirement plan, the ESOP is a meaningful addition to our comprehensive compensation and Total Rewards benefits* offerings. It also reinforces an ownership mindset that strengthens our connection to one another, our clients, and the future we’re building together.Learn more about our benefits: BDO Total Rewards encompass more than traditional benefits. Click here to find out more!*Benefits may be subject to eligibility requirements.Equal Opportunity Employer, including disability/vetsClick here to find out more!Full timePosting Date: 2026-09-17