Senior Manager, Performance Management

Job Description

Get to Know the Team

Our Finance Business Services (FBS) team is a true regional powerhouse, dedicated to driving value creation for local finance teams through four pillars: Strategic Sourcing, Transformation & Automation, Process Design, and Service Delivery. We leverage a sophisticated hub-and-spoke model to service our global markets economically and efficiently.

Our Philippines-based Shared Service Centre (SSC) acts as the vital operational anchor for three iconic Delivery Hero brands—foodpanda, foodora, and Yemeksepeti—supporting 16 locations across APAC, Europe, and Turkey. We are a team defined by our embrace of cutting-edge digitalization and analytics, constantly committed to raising the bar in global finance operations.

Get to Know the Role:

As a Senior Manager in the Finance SSC, you will assume leadership of a high-performing organization exceeding 200 FTEs. Your mission is critical: to strategically scale our operations to support future growth while guaranteeing the timely and accurate delivery of all core O2C, P2P, and R2R processes. You will serve as the strategic architect of our Philippines SSC, ensuring our local operational excellence is fully aligned with our’s ambitious Finance transformation agenda.

Key Responsibilities: Your Strategic Mandate

As a Senior Manager in the Finance SSC, you will be the strategic architect driving our global competitive edge. Your mandate goes beyond execution; it’s about transformation.

• Architecting the Future (Strategy & Scalability): Shape and execute a bold multi-year strategy for the SSC, building scalability and resilience that directly aligns with our ambition to "Grow faster than the market in every market."

• Driving Operational Excellence & Automation: Champion efficiency by constantly challenging the status quo. Drive operational excellence through aggressive digitalization, standardization, and automation, focusing on accelerating value delivery.

• Guaranteeing Accountability and Service Delivery: Ensure impeccable day-to-day operations. Maintain strict SLA/OLA compliance, swiftly resolve complex issues, and proactively manage stakeholder engagement. This guarantees the timely and accurate delivery of O2C, P2P, and R2R processes while optimizing core metrics like Overall SLA performance and Escalation resolution.

• Mastering Compliance and Risk: Maintain a strong commitment to robust compliance, adhering strictly to internal controls and regulatory requirements (BOI, BIR, SEC).

• Championing Data-Driven Leadership: Shift the organization to a proactive mindset. Champion a data-centric approach to performance management using real-time dashboards and analytics. Success will be measured against rigorous KPIs, including Benchmarking against SSC productivity, quality, and cost metrics and achieving high Customer Satisfaction (cNPS).

• Leading Transformational Change: Collaborate seamlessly with Regional/Global Process Owners and the Transformation & Automation Teams to support the identification and implementation of high-impact process improvement initiatives. Furthermore, lead organizational change management to embed new ways of working, build team resilience, and foster a culture of continuous improvement and high Team engagement (eNPS).

Key Performance Indicators (KPIs): Measuring Your Impact

Your success will be quantified across key areas of performance, transformation, and talent:

• Overall SLA performance across all process domains

• Escalation resolution & management efficiency

• Team engagement score (eNPS)

• Audit performance and timely resolution of management action plans

• Customer Satisfaction score (cNPS)

• Benchmarking against leading SSC productivity, quality, and cost metrics

• Change adoption metrics (process standardization rate, automation uptake)

Qualifications

We are looking for a visionary leader with a deep operational foundation:

• Experience: 8+ years of SSC/Global Business Services (GBS) experience, including at least 3 years in a senior leadership role

• Proven Scale Leadership: A track record of successfully leading 150+ FTE multi-tower operations (spanning O2C, P2P, and R2R)

• Technology Fluency: Knowledge of major ERP systems (SAP), procurement tools (Ariba), expense management (Concur), and various workflow/automation tools is strongly preferred

• Executive Communication: Exceptional stakeholder management and C-suite communication skills, capable of influencing global partners

• People Development: Demonstrated strong people leadership and cultural development capability, driving engagement and performance

Desirable Qualifications: The Edge You Bring

• A professional accounting qualification (CPA, Chartered Accountant) or an MBA is highly valued.

• A background in Engineering or Data Science (, undergraduate degree) is highly desirable, reflecting an analytical, process-driven mindset.

• Extensive experience in end-to-end transformation, migrations, automation, and operating model redesign.

• Lean Six Sigma certification (, Green or Black Belt) is a significant advantage, demonstrating a deep commitment to continuous process improvement and operational efficiency.

Life at Delivery Hero: Our Leadership Principles

Our Leadership Principles (LPs) are the essential DNA for how we act, do business, and lead as one unified team. These six principles don't just guide us—they empower every individual to actively shape our culture and drive transformative impact:

• Own It: We solve problems end-to-end and champion a long-term view.

• Dive Deep: We rigorously challenge data, ensuring we fundamentally understand the mechanics of our success.

• Deliver Value Fast: We operate with urgency, moving quickly and adapting instantly for maximum impact.

• Bring Good Vibes: We actively cultivate a positive, trusting environment by celebrating both effort and success.

• Raise The Bar: We set and pursue ambitious goals, obsessively building high-performing teams.

• Stay Humble: We commit to keeping an open mind, learning relentlessly, and knowing that our journey of improvement never ends.