Service and Innovation Senior Manager

About PVH Corp.

PVH is one of the most admired fashion and lifestyle companies in the world. We power brands that drive fashion forward - for good. Our brand portfolio includes the iconic CALVIN KLEIN and TOMMY HILFIGER brands. We market a variety of goods under these and other nationally and internationally known owned and licensed brands. PVH has over 40,000 associates operating in over 40 countries and $9.9 billion in annual revenues. That's the Power of Us. That's the Power of PVH.

The Team

FSSC (Finance Shared Service Center) is a central part of the PVH Finance organization, located in Belgium (Ternat). FSSC will standardise the service delivered to the 5 market hubs and European HQ in Amsterdam, carving out the transactional finance activities .

In scope for FSSC are three transactional finance processes:

• Invoice to Pay (I2P)
  
• Sales to Cash (S2C)
  
• Record to Close (R2C)
  

The aim is that the new FSSC will leverage compliance, cost effectiveness and value creation by grouping transactional processing activities. The FSSC will operate standardised, with best practice processes and consistent quality.

The FSSC management team works collaboratively with one another to ensure the delivery of performance and service objectives. The Service & Innovation Senior Manager is the single point of contact (SPOC) for tactical service issues and the Process Leads are the SPOC for operational service issues. Both the Service & Innovation Senior Manager and the Process Leads have a direct reporting line to the head of FSSC

Transformational activities (such as finance process development) are coordinated by the Service & Innovation Senior Manager and executed by the Process Leads (accountable for implementing change).

The Position

The Service & Innovation Senior Manager is the leader of the Service & Innovation Management function within the FSSC, managing the service objectives (based on agreed SLA's) and performance across all process areas to EHQ and Market Hubs, including the BPO team(s), in accordance with PVH policies and strategic objectives, by ensuring

• SLAs are monitored
  
• Change control and charging mechanisms
  
• Issue escalation and resolution processes
  
• Service reporting and governance forums
  
• Service benchmarking
  

In order to maintain high standards of service, embed a customer led culture and ensure continuous improvement in performance and customer satisfaction.

The Service & Innovation Senior Manager is the single point of contact (SPOC) for tactical service issues and coordinates transformational activities (such as finance process development).

Key Responsibilities:

• Propose and oversee the Service Management strategy for FSSC and ensure business support to the development of the long-term strategy for FSSC, in alignment with PVH policies and principles
  
• Define an operational Service Management plan and budget, derived from the 3 year Service Management plan for FSSC, including annual objectives in line with the FSSC and EHQ/Market Hub Service Management objectives
  
• Govern and implement Service change control processes and charging mechanisms to EHQ and Market Hubs in alignment with the business strategy
  
• Implement and maintain the performance and the service management governance model, policies, processes, tools and templates
  
• Lead the customer relationship at a senior level, ensuring a single point of contact for service management across all process areas for EHQ and Market Hubs
  
• Monitor and report SLAs across functions, processes and teams, on a regular basis, in collaboration with Process Leads and other relevant stakeholders
  
• Conduct periodic service reviews with EHQ, Market Hubs, Process Leads and identify, prioritise and resolve service gaps
  
• Monitor and report standard KPIs in collaboration with Process Leads and other relevant stakeholders
  
• Drive critical analysis of performance and of SLA compliance across functions, processes and teams, on a regular basis, in collaboration with Process Leads and identify, prioritise and resolve performance gaps
  
• Manage standard issue escalation process to be implemented across all process areas and ensure their resolution
  
• Lead issue resolution and personally manage highest priority issues
  
• Lead customer complaints resolution and monitor/measure customer satisfaction
  
• Support benchmarking FSSC services/processes to the development and implementation of lean and standardization programmes
  
• Contribute to the implementation of programmes impacting KPIs and SLAs and measure their results
  
• Provide Service Management advice and analysis to the FSSC Management Team to support decision making, in line with rules, policies, procedures and legislation
  
• Support the transition of Market Hubs into FSSC by ensuring that the PVH service standards are adhered during transition
  
• Contribute to development of efficient and effective audit programs and tools
  
• Keep an overview of internal control improvement progress
  
• Provide and contribute to the development of standards, common audit programs, templates, electronic infrastructure and other tools.
  
• Lead, guide and direct the Service Management team and contribute to the development of a standardization, continuous improvement and a customer focused culture
  
• Manage employees/teams including recruitment, performance management and (career) development
  
• Drive his/her own personal development in leadership, functional competencies and business knowledge by creating, agreeing and implementing his/her Development Plan
  

The Ideal Candidate:

• University degree preferably in Business Administration, Finance or related subject
  
• Consolidated experience in Service Management in Accounting & Transactional Finance (+7 years)
  
• Proven experience in Service Management, preferably in a cross-border pan-European Finance Shared Service Centre
  
• Finance knowledge
  
• Excellent communication and interpersonal skills, ability to build and maintain trusting relationships at a senior level
  
• Experience in defining and governing change control and issue resolution forums
  
• Experience in developing, implementing, monitoring and reporting performance and service management measure.
  
• Excellent business analytical skills to compare FSSC performance with industry best practice benchmarks, identify gaps and drive continuous improvement of service and customer value
  
• Experience in embedding a performance oriented and customer led culture
  
• Proactive in identifying and solving problems/issues
  
• A drive for continuous professional development in self and others
  
• Excellent language skills in English
  

What You Can Expect from Us:

• A company culture that fosters development, offering training and learning opportunities through our very own PVH University
  
• An international environment which respects diversity, equality, and individuality
  
• A smart work program that empowers our associates to work at their preferred location within a flexible schedule
  
• A chance to unwind with weekly social activities
  

PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity, and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.