Service Operations Financial Planning and Analysis

Delivery Hero
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsSkills: ["Communication","Presentation","Stakeholder management","Attention to detail","Analytical thinking"]

Own full-fiscal-year financial projections for Customer Operations by using WFM forecasting and contract pricing, then break costs down by market, partner, vertical, and service versions to enable accurate cross-charging. Govern headcount adjustments, manage Purchase Order submissions and tracking, validate invoicing against delivered hours (including penalties), and handle partner payment escalations. Develop insights from operational KPIs and lead budget communication cycles, plus support ROI business cases and scenario modeling.

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FursaFursa
Delivery Hero
Delivery Hero
5 days ago

Service Operations Financial Planning and Analysis

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Own full-fiscal-year financial projections for Customer Operations by using WFM forecasting and contract pricing, then break costs down by market, partner, vertical, and service versions to enable accurate cross-charging. Govern headcount adjustments, manage Purchase Order submissions and tracking, validate invoicing against delivered hours (including penalties), and handle partner payment escalations. Develop insights from operational KPIs and lead budget communication cycles, plus support ROI business cases and scenario modeling.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Build full fiscal year projections of Customer Operations costs using WFM forecasting and contract pricing, and break down costs for accurate cross-charging.
  • •Own headcount governance, including approvals, monthly adjustments, and reconciliation against forecasts.
  • •Partner with WFM and BPO Performance teams to ensure Purchase Orders are raised/approved and reflect forecasted costs; track PO transactions and escalate deviations.
  • •Validate partner invoices by ensuring billed hours align with hours delivered and incorporate contractual overlays such as penalties.
  • •Lead budget communication cycles across CX & Service Ops and support investment proposals/business cases using ROI and scenario modeling.

Key Requirements

  • •Minimum 3 years of experience creating, managing, and presenting financial models with end-to-end ownership of projections and approvals.
  • •Proficiency in WFM forecasting and contract pricing to build full fiscal year cost projections.
  • •General knowledge of accounting/financial/operational principles and the ability to follow GAAP principles.
  • •Experience with Purchase Orders, invoices, and payment processes for third-party vendors.
  • •Strong understanding of BPO/outsourcing terms, SLA/performance metrics, penalties, and contact center terminology.
Experience:3+ yearsBPOOutsourcingContact center
Skills:CommunicationPresentationStakeholder managementAttention to detailAnalytical thinking
Languages:English

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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