Advisor/Financial Shared Service Liaison-OTC

The FSSC Liaison-OTC serves as the key point of contact between our business units and the Finance Shared Service Center ("FSSC") for order-to-cash related activities related to high-value accounts.

This role leverages analytics, reporting, and visualization tools to monitor and identify risks or opportunities that impact our stakeholders.

Serving as a liaison between internal BU teams and FSSC, this role ensures service excellence by managing service center requests & feedback, analyzing key data points, and delivering clear, actionable insights through frequent, professional communication, tracking identified issues through to proven completion to the satisfaction of both Customers & BU Sales teams.

Proven ability to adopt new technologies quickly, design, track & uphold SLAs, and build lasting stakeholder relationships is essential to success in this role, along with the ability to coordinate FSSC OTC team members, FinSys & IS&T Teams to design and implement process improvement opportunities.

This position is based in our Jersey City, NJ global headquarters, which has a flexible hybrid work model.

This role requires 3 days per week onsite.

Key Responsibilities:


* Acting as the primary point of contact, answering questions and addressing concerns raised by our customers or internal stakeholders.


* Monitor service levels within FSSC, client satisfaction, and activity to proactively identify data quality issues or opportunities.

Recommend corrective actions and ensure data integrity.


* Identifying and addressing any issues or problems that clients may have and working to find and implement solutions in collaboration with the FSSC team.


* Collaborating with cross-functional teams (BU stakeholders, client facing teams, Corporate Finance, etc) to support the new solution and ensure clients receive the best possible service.


* Keeping BU stakeholders and our client facing teams informed of the status or changes in our OTC services within FSSC.


* Develop and maintain complex reports and dashboards using Excel, Power BI, Oracle FDI, Salesforce, and internal systems.


* Escalate operational and technical issues to internal teams to resolve billing, technology, or operational challenges.


* Test product enhancements or features to ensure successful implementation for client programs.


* Keep client fact sheets updated and relevant to reflect changing needs.


* Address and resolve customer escalations promptly.


* Client Liaison Skills


* The skills that are important for this role included the following:


* Strong communication skills: Able to clearly and effectively communicate with clients and internal teams is crucial.


* Interpersonal skills: Able to build and maintain positive relationships with clients and other stakeholders.


* Problem-solving skills: Identify and address any issues or problems that clients may have.


* Adaptability: Work in a fast-paced and dynamic enviro...