Service Operations Financial Planning and Analysis

About the role

foodpanda, part of the Delivery Hero Group, is hiring a Service Operations Financial Planning and Analysis professional in Kuala Lumpur. The role uses workforce management (WFM) forecasting and contract pricing to build full-year cost projections for Customer Operations, then breaks costs down by market, partner, vertical and version so services can be accurately cross-charged.

Key responsibilities

• Own headcount governance: approvals, monthly adjustments and reconciliation against forecast.
• Partner with WFM and BPO Performance to ensure purchase orders are raised, approved and reflect forecasted costs, track PO transactions and net balances, and escalate serious deviations.
• Ensure partner invoicing is broken down by market, vertical, line of business, channel and agent, and validate that billed hours match hours delivered, including contractual overlays such as penalties.
• Manage payment escalations so contractual payment terms are met and operational risks are avoided.
• Analyse other departmental financial data such as Cost Per Contact and Cost Per Order, and support investment proposals and business cases with ROI and scenario modelling.
• Lead budget communication cycles across CX and Service Ops, and act as a subject matter expert on cost metrics.

Required profile

• Minimum 3 years of proven experience creating, managing and presenting financial models, with full ownership of projections and model approvals.
• General knowledge of accounting, financial and operational principles, with strong discipline in applying GAAP principles.
• Understanding of BPO networks, including outsourcing terms, SLAs, performance metrics, penalties and contact centre terminology.
• Excellent communication and presentation skills, able to influence internal stakeholders and external partners.

Required skills

• Experience with purchase orders, invoices and payment processes for third-party vendors.
• Ability to analyse pricing models in global markets and project their financial impact.