Service Delivery Lead - Finance

You were made to save animals, we take care of the rest. Founded in 2006, VetStrategy is Canada’s largest operator of veterinary hospitals and clinics. The company operates over 340 hospitals and clinics across Canada and employs over 5,500, dedicated veterinary professionals. VetStrategy has undergone a tremendous amount of growth and continues to grow at a rapid pace. Our business model is simple; we work with our veterinary partners to acquire ownership in veterinary hospitals, and then help in the management of these practices. This allows the medical team to focus on practicing first-rate medicine, and allows the clinic’s staff, clients, and patients to benefit from experienced business operators and managers.

Purpose Of Role

This role will be an integral part of enhancing capabilities in the finance function by driving best practice and compliance across THE finance function. As the SPOC (single point of contact) for all senior escalations, you will also have responsibility for delivering fit for purpose solutions, ongoing continuous improvement, and being the key contact between BPO provider and the business. This will include a variety of tasks, such as relationship management and engagement, leading project teams, rectifying issues, monitoring progress, tracking KPIs, and ultimately will ensure services from the BPO provider are delivered in line with SLA’s, the business is compliant with policy and process, and issues are resolved efficiently and in a timely manner.

Key Accountabilities/Responsibilities

• Responsibility for helping to deliver Finance services in line with SLA for the business.
• Engage and influence Business Leads as a trusted advisor, proactively identifying and making recommendations to ensure efficient and effective business operations alongside adequate controls.
• Point of escalation for collection risks/issues and incidents, liaising with the appropriate teams to ensure problems are resolved quickly and stakeholders are kept informed. Take ownership to ensure timely problem solving.
• Make sure operations run smoothly for the business in line with our processes and guidelines with regular feedback cascaded.
• Build and maintain strong stakeholder relationships with the VP, Finance and other stakeholders ensuring compliance to process and optimum service delivery.
• Work with both the business and the BPO provider to increase understanding, awareness and help ensure strong balance sheet accountability, on time statutory reporting as well as to mitigate risk and deliver strong credit control.
• Work with GPO to improve financial reporting within Finance in order to better support the business.
• Support continued growth, driving operational excellence within the region, enhancing the customer service for our colleagues and key stakeholders.
• Engage and inspire fellow finance professionals, driving a high-performance culture.
• Ensure that standard processes are followed, to ensure transformation and standardisation of processes, and compliance to these thereafter.
• Point of escalation for risks/issues and incidents, liaising with the appropriate teams to ensure problems are resolved quickly and stakeholders are kept informed.
• They will also work closely with the BPO Tower Leads to deliver service improvement initiatives, best practise and seamless delivery of all end-to-end processes.
  
  

Experience/Qualification

• Qualified Accountant, with extensive experience working cross country in a multi-tier organisation at a senior level.
• Knowledge of financial accounting and financial management
• Proven experience in a high growth, challenging environment, understanding of pace to meet business demand
• Proven experience in group structures, as well as the complexity this can entail
• Proven track record of project management on complex topics
• Has gravitas and the ability to influence and gain credibility by representing Finance positively with Country Leadership, Board Members and other senior stakeholders.
• Strong analytical capability, complemented with process and governance skills and experience in transformation with a personal drive to enhance development and continuous improvement
• First class bilingual English & French communication skills and an instinctive commercial flair are essential
• Process and workload management skills and experience of working against challenging timescales with multiple priorities in a robust and fast-paced environment
• Experience working in a complex shared service environment
• Customer and service delivery focus
• Must possess the ability to understand and empathise with the customer needs while also driving a standardisation and optimisation agenda
• Use data driven insights to identify areas for improvement
• Be agile, adaptable and comfortable with ambiguity
• Promote cross functional collaboration within the organisation to break down silos and ensure a unified approach to improve the customer experience.
  
  

Our Ideal Candidate Possesses The Following

Cultural Competencies

We are Relationship Focused!

• In every interaction with the hospitals, we build and maintain personal connections and trust. All relationships matter regardless of different levels , functions, cultures or geography.
  
  

We Collaborate!

• Different perspectives are encouraged as we look for the best way to do things. We collaborate with the hospitals and one another to ensure that all work is in the best interest of the hospital and takes into account the unique needs of each location. We are externally focused on our hospitals rather than only internally focused on our processes.
  
  

We Speak the Truth!

• We are honest and transparent. We can question or challenge without fear of negative repercussions. We support one another and take responsibility for ourselves.
  
  

We are Humble!

• We’re all in this together. There is no room for ego or hierarchy mentality here. We are unpretentious and approachable. We support and appreciate one another. We regularly seek feedback without defensiveness. We reflect on our activities and the impact we have on others.
  
  

We Take Care of the Rest!

• We view everything we do through the lens of the hospitals. We seek to understand first. Every decision we make is based on impact to patient care, client service, and hospitals teams. We do what’s best for the hospitals not just Home Office.
  
  

Do not miss out on this unique opportunity to join a fun and dynamic team! VetStrategy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please reach out to [email protected].

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