Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Job Title: Sr. Manager – Finance Operations Excellence, Finance Shared Services
Location: Manila, Philippines
Position Summary:
The Sr. Manager leads the Finance Operations Excellence team and is responsible for the overall strategy, priorities, governance, and delivery of the FSSC Operations Excellence agenda. The role oversees the team’s Business Analysis, Digital Solutioning, and Operational Reliability capabilities and ensures initiatives are effectively managed from business need through solution delivery and ongoing sustainability.
The Sr. Manager partners closely with the Senior Director – FSSC, FSSC leaders, and other Finance stakeholders to identify and prioritize opportunities, drive transformation initiatives, manage change, and support the continued evolution of a simpler, smarter, and more efficient Finance Shared Services Center.
Key Responsibilities
· Lead the Finance Operations Excellence team, set priorities, manage day-to-day deliverables, and ensure effective execution across Business Analysis, Digital Solutioning, and Operational Reliability.
· Partner with the Senior Director – FSSC in shaping and executing the FSSC Operations Excellence strategy, roadmap, and priorities aligned with broader Finance objectives.
· Own and manage the Operations Excellence portfolio, including prioritization of initiatives based on business impact, strategic alignment, resource capacity, risk, and expected value.
· Lead the end-to-end delivery of assigned FSSC and global transformation initiatives, ensuring clear objectives, ownership, timelines, risks, dependencies, and expected outcomes.
· Provide overall project governance and PMO oversight, ensuring project deliverables are complete, timely, and of high quality while maintaining visibility of progress, risks, issues, and decisions.
· Partner with FSSC leaders and Finance stakeholders to identify business challenges and improvement opportunities and determine the appropriate approach across process improvement, automation, analytics, and digital solutions.
· Provide oversight across the solution lifecycle—from business analysis and requirements definition through solution design, development, testing, implementation, stabilization, and ongoing operational support.
· Ensure appropriate governance over solutions developed by the team, including documentation, controls, access, data integrity, change management, sustainability, and ownership.
· Lead change management and communications for Operations Excellence initiatives, ensuring impacted stakeholders understand the change, are prepared for implementation, and effectively adopt new processes and solutions.
· Establish measures of success and monitor the benefits and business outcomes of implemented initiatives to ensure expected improvements are realized and sustained.
· Drive continuous improvement across FSSC by promoting simplification, standardization, automation, data-driven decision-making, and practical application of emerging technologies, including AI.
· Ensure processes, SOPs, workflows, and other relevant documentation remain accurate, current, and appropriate for present and future operations.
· Build strong partnerships across FSSC and Finance to drive alignment, resolve issues, manage dependencies, and enable effective decision-making.
· Recruit, develop, and retain talent within the Operations Excellence team, building capabilities aligned with evolving business and technology needs while supporting individual career development.
· Foster a collaborative, innovative, accountable, and adaptable team culture that encourages continuous learning, constructive challenge, and new ways of working.
· Perform other duties as assigned.
Qualifications / Skills Required and Preferred
· Bachelor's degree in Finance, Accounting, Business Administration, Information Systems, or a related field.
· Significant experience leading Operational Excellence, Finance transformation, shared services, process improvement, automation, or digital transformation initiatives.
· Minimum of 10 years of relevant leadership and/or progressive project, transformation, or operational excellence experience, including experience leading teams and cross-functional initiatives.
· Proven track record of successfully managing complex projects and transformation initiatives from concept through implementation and benefits realization.
· Strong understanding of Finance operations and Shared Services operating models. BPO/SSC experience is required.
· Strong project and portfolio management capabilities, including prioritization, governance, risk management, dependency management, and resource planning.
· Strong understanding of business analysis, process improvement, automation, analytics, and digital solution delivery, with the ability to provide effective oversight without necessarily being the technical developer.
· Familiarity with ERP systems, data analytics, automation, AI, and other emerging technologies relevant to Finance.
· Strong analytical, critical-thinking, and problem-solving skills, with the ability to translate business challenges into actionable priorities and solutions.
· Excellent written and verbal communication skills, including the ability to communicate effectively with senior Finance and business stakeholders.
· Strong stakeholder management and influencing skills, with the ability to drive alignment across teams and functions.
· Strong change management capabilities, including stakeholder readiness, communications, adoption, and sustainability.
· Demonstrated ability to develop talent, build team capability, and create an environment of accountability, collaboration, innovation, and continuous improvement.
· Ability to manage competing priorities and operate effectively in a fast-changing environment.
· Lean Six Sigma, Project Management, Change Management, or related certifications are preferred but not required.
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.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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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. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
