Cashier Manager

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

Role Purpose

The role has overall strategic as well as day-to-day operational responsibility and ownership for the performance of the Cashiering processes in line with LRQA’s key objectives. The role holder leads, influences and manages the outsourced service with the BPO Partner to ensure that the service delivery is provided in line with LRQA’s Finance Strategies, Policies and Procedures, contracted Service Level Agreements (SLAs) and Key Performance Indicators (KPI’s), including issue escalation and resolution. The role is responsible for driving continuous improvement, working in partnering with BPO on process improvement and standardisation.

Location - Hybrid (2 days per week office based in Birmingham or London)

Key Responsibilities

• Provides leadership, acting as an ambassador within LRQA for the outsourced service promoting its benefits to the LRQA organisation and deliver training and education as necessary. Ensure that process delivery from BPO is supported by adherence to inbound/outbound process steps from other areas of LRQA e.g. SDS, Sales, Account Managers
• Drive Process (re)design, process mapping, process improvement and process monitoring where applicable
• Be recognised within and across LRQA as the ‘go-to’ expert for all Cashiering processes
• Manages and influences multiple stakeholders including expectations management.
• Lead, influence and manage the strategic and operational relationship with BPO for the global Cashiering processes ensuring that it meets or exceeds the contractual SLA and KPI targets, attending stakeholder and BPO/LRQA governance meetings as required
• Drive, shape, sponsor and influence Continuous Improvement initiatives by working with the BPO counterparts and also lead larger scale Cashiering Projects.
• Manage and drive resolution in any escalated operational delivery risks or issues. Act as the second point of escalation in the event that an issue with service provision has been raised and cannot be appropriately dealt with by Infosys
• Manage the process of LRQA approvals as per any escalation matrices and advice on risk mitigation
• Build sustainable partnership relationships and provide guidance and advice to the Infosys team to help them navigate: LRQA processes and culture (including business insights), requirements of service provision, improvements to service delivery, process exceptions not covered by Standard Operating Procedures (SOP)
• Lead the review and approve process and process documentation ensuring that both process and documentation is: Fit for purpose, standardised to deliver value, continually reviewed, is clear and concise, adopted by the LRQA Business
• Ensure the successful solutions are agreed for the implementation of any Change Requests in line with agreed project proposals and business case
• Provides leadership, acting as an ambassador within LRQA for the outsourced service promoting its benefits to the LRQA organisation and deliver training and education as necessary. Ensure that process delivery from BPO is supported by adherence to inbound/outbound process steps from other areas of LRQA e.g. SDS, Sales, Account Managers
• Drive Process (re)design, process mapping, process improvement and process monitoring where applicable
• Be recognised within and across LRQA as the ‘go-to’ expert for all Cashiering processes
• Manages and influences multiple stakeholders including expectations management.

The successful candidate should be able to demonstrate the following:

• Specific global knowledge and experience of Cashiering
• Excellent MS Office skills and preferably working knowledge of SAP ByD
• Tenacious in understanding the root cause of any issues or degradation in service delivery. Ability to pick up systems quickly and able to drive improvements
• Analytical / diagnostic skills with ability to analyse large quantities of data, identify issues, propose and present actions
• Strong planning, analysing, monitoring, reporting and risk identification and mitigation skills
• Good communication skills with ability to lead, influence, persuade
• Relevant in Finance/Business/Process domain. Fluent in English