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Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.
Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
Senior Finance Manager – Global customer experience
About the role and the team:
The Senior Finance Manager – Global Customer Experience (GCX) is responsible for ensuring that business decisions are appropriately based on accurate and reliable metrics and financial information. You will drive cost awareness and efficiency of the GCX teams, whose mission is to help eBay’s customers and tackle their problems in the quickest, simplest, easiest, and most cost-effective way possible…while making them feel great about eBay along the way!
What you will accomplish
- Responsible for oversight of spend and enabling the business to manage spend as part of the monthly forecasting, annual budgeting processes
- Develop standardised automated presentation content for Monthly Business Review of key metrics and expense drivers including providing insightful and actionable monthly reports comparing actual trends against budget and forecast assumptions
- Responsible for the execution of the monthly financial close, journal entries, accurate financial reporting of expenses, and the hiring plans for all the Global functions
- Be fully accountable for partnering with Capacity Planning, Partner Management, and leadership to align monthly and quarterly spend and ensure there is clarity on what we can afford to invest/what we need to save in the customer service organisation
- Own relationship with our shared service centre Genpact to identify where they can support streamlining processes and accuracy
- Be an active business partner who helps guide decisions and resource allocations by providing a deep understanding of return on investments on business decisions: ability to draw out insights and challenge based on trends and variance analysis
- Drive work with analytics, Global customer insights and the business to develop return on investment models which enable data driven decision making on where to spend their budget with a focus on long term sustainable profitable growth
- Use initiative to organise, interrogate large quantities of data, and draw out valuable insights by using Excel, SQL, and Tableau
- Be a GCX story teller understanding the business in depth along with its challenges, priorities and business related metrics and understanding the levers that might unlock valuable customer retention and loyalty
- Be an advocate for the business to be seen and to measure themselves as a profit centre that brings value to the organisation as opposed to just a cost centre providing service for customer queries
- Manage team members
What you will bring:
- Professional qualification (ACCA, CIMA or ACA) preferred
- Strong experience in FP&A/finance business partnering
- Leadership experience and experience leading a team
- Strong MS Excel command
- Ability to present and drive decision-making at all levels of the organisation
- Strong interpersonal skills and proven ability to partner effectively with all functions and levels within the organisation
- Excellent written and verbal communication skills
- Ability to multi-task and deliver on tight timelines
- Ability to perform in a matrix organisation with a high degree of complexity and ambiguity
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