In July 2024, Delivery Hero SE merged its market-leading food delivery businesses, namely foodora and Yemeksepeti in Europe, and foodpanda in Asia. Together, all three businesses now form the second-largest organization within Delivery Hero, following Woowa in South Korea. Powered by Delivery Hero's Pandora platform technology, the newly formed organization will continue to be known by the respective brands to customers, vendors and partners.
Our Finance Business Services Team is seeking a highly motivated Director, Finance Shared Service Centre, to lead our finance process towers for 3 brands: foodpanda (APAC), foodora (Europe), and Yemeksepeti (Turkey), with operations across 17 locations. This role oversees the full suite of Finance Operations—including Order-to-Cash (O2C), Procure-to-Pay (P2P), Record-to-Report (R2R), and related support functions—while acting as the operational anchor of our Philippines-based Shared Service Centre (SSC). Currently, the SSC operates on two shifts - a day shift (9-6 pm) and a mid-shift (2-11 pm)
We are looking for a modern SSC leader who embraces digitalisation, analytics, and continuous improvement. You are curious, adaptable, and always looking for better ways to deliver value. You bring a hands-on approach to execution when needed, while maintaining a long-term strategic view. Above all, you operate with integrity, lead by example, and raise the standard of excellence for the entire SSC.
What you are responsible for;
- Lead the mid to long-term strategy for scaling the SSC to support future business growth, including new markets, platforms, and service extensions
- Ensure timely, accurate, and efficient delivery of Finance processes, whilst being within the functional budget
- Accountable for day-to-day operations, SLA/OLA compliance, issue resolution, and stakeholder engagement.
- Provides management oversight of resources and talent planning
- Acts as the site head and operational anchor for the SSC
- Collaborate with the Regional/Global Process Owners and the Transformation & Automation Teams to support the identification and implementation of process improvement initiatives
Scope:
- Order-to-Cash (O2C)
- Procure-to-Pay (P2P) - specifically: Accounts Payable (AP), Travel & Expenses (T&E) and Master Data
- Record-to-Report (R2R)
- Support in administrative, regulatory, and statutory responsibilities for the SSC entity with relevant Philippine authorities (e.g., BOI, BIR, SEC)
SSC Leadership & Strategy
- Shape and execute the multi-year strategy for the Philippines SSC, aligned with the global Finance transformation agenda
- Lead the long-term strategy for scaling the SSC to support future business growth, new markets, and service extensions
- Own the SSC operating model, governance structure, service catalogue, resource strategy, and workforce planning
- Ensure scalability and resilience to support additional markets and process migrations
- Lead formal governance rhythms with global stakeholders to align priorities and maintain performance transparency
End-to-End Ownership of Service Execution
- Accountable for performance across all towers: O2C, P2P, R2R, MDM, and Billing
- Drive SLA/OLA compliance, operational KPIs, continuous improvement, and service resilience
- Ensure robust compliance with internal controls and external regulations across all countries supported by the SSC
- Provide executive oversight over escalations, risks, issues, and cross-functional dependencies.
- Foster strong and proactive relationships with internal business stakeholders
- Own the development and testing of comprehensive business continuity plans to ensure service resilience
Operational Excellence & Transformation
- Champion digitalisation, standardisation, and automation to reduce manual work and improve throughput
- Lead deployment of global/regional process standards, SOPs, control frameworks, and metrics
- Deliver productivity gains and optimise operating costs
- Drive a data-centric approach to performance management through real-time dashboards, trend analytics, and decision support
People Leadership & Culture
- Lead a 200+ FTE SSC, including senior managers, tower leads, and functional specialists
- Build a high-performance culture focused on accountability, collaboration, capability development, and employee engagement
- Strengthen leadership bench, succession planning, and internal mobility
- Maintain a strong SSC identity and a positive employee experience
- Lead organisational change management efforts to embed new ways of working and build team resilience
Key Performance Indicators (KPIs)
- Overall SLA performance across all process domains
- Escalation resolution & management
- Team engagement (eNPS)
- Audit performance and management action plans
- Customer Satisfaction (cNPS)
- Benchmarking against SSC productivity, quality, and cost metrics
- Change adoption metrics (process standardisation, automation uptake
