IDB Invest - Service Level Agreements Manager - Lead Officer

Resource Planning & Administration
2000000232 Requisition #

Service-Level Agreements (SLA) Manager- Lead Officer

Background: We are currently looking for a highly qualified Service Level Agreements Manager, reporting to the Division Chief of Controllership (FNA/CTR) within the Finance and Administration Department (FNA) at IDB Invest.

The FNA Department is responsible for supporting and contributing to the execution of the operational program mandate in Latin American and the Caribbean, through the delivery of corporate products & services, human and financial resource mobilization, as well as financial reporting, operating processes & robust policies.

The team: The Controllership team oversees accounting and financial reporting, portfolio administration, financial planning & budget and service-level agreements (SLA) management. It develops and implements high quality controllership standards and sound and effective policies that ensure the IDB Invest’s financial integrity, discipline, and long-term financial sustainability. We are also responsible for strengthening the overall governance, responsiveness, and accountability of the SLA framework and encouraging coordination and collaboration between the IDB Invest and the IDB.

What you’ll do:

  • Oversee and monitor service delivery and implement costs efficiencies, using performance indicators and best in class standards. Report and analyze SLA metrics.

  • Identify business, systems, or process changes likely to impact SLAs; communicate these to providers, coordinate adjustments, and integrate to exceed customer expectations and meet SLA levels.

  • Manage protocol of escalated disputes in a timely manner and ensure resolution of issues.

  • Support continual service improvement efforts across business units and in partnership with clients, to optimize operations for technical and cost efficiencies. Document business processes, rules, and procedures.

  • Conduct annual reviews of the entire Service Level Management Process and Agreement and negotiate, agree with, and control any amendments necessary with the provider.

  • Support business unit project initiatives, including preparation of project schedules, tasks involved and responsible parties, relevant materials, as well as monitoring and reporting on status and identified issues.

  • Cultivate a partnership approach in working with other teams across the organization and the IDBG.

  • Assist in the facilitation of team sessions to encourage involvement and understanding of all aspects of project initiatives, including roles and responsibilities of team members.

  • Develop strategies for analyzing, evaluating, and exploring new initiatives that support budgeting and acquisition processes, to meet emerging requirements.

  • Participate in the preparation, coordination, and presentation of current policies and potential adjustments, as required, for the consideration of IDB Invest Management.

  • Review, analyze, and process transactions related to administrative payments, collections, or refunds and adjustments.

  • Participate with systems analysts in the design, development, and testing of improvements to financial systems.

  • Prepare financial/accounting/budgeting analyses, reports, and reconciliations.

Skills you’ll need: 

Master’s degree (or equivalent) in accounting, finance, business administration, or another relevant field. Experience in management consulting would be highly valued. CPA or PMP preferred.

Experience: At least 7 years of relevant professional experience working on accounting, finance, project management initiatives or related field.

Languages: Oral and written professional proficiency in English and Spanish required

 Link to Core & Technical Competences (← please Ctrl + Click)

Opportunity Summary: 

- Type of contract: Staff
- Length of contract: 3 Years
- Starting date:
- Location: Washington DC

Our culture: Working with us you will be surrounded by a diverse group of people who have years of experience in all types of private investment development fields, including infrastructure and energy, corporates, financial institutions, financial and non-financial products and services, gender and diversity, communications and much more.

About us: IDB Invest, a member of the Inter-American Development Bank (IDB) Group, is a multilateral organization, committed to the development of the private sector of Latin America and the Caribbean by financing loans, equity investments, and guarantees. In addition, IDB Invest partners with clients to provide advisory and training services.

The IDB Invest offers a competitive remuneration and benefits package.

The IDB Invest is committed to diversity and inclusion and to providing equal opportunities in employment. We embrace diversity based on gender, age, education, national origin, ethnic origin, race, disability, sexual orientation, and religion. We encourage women, Afro-descendants and persons of indigenous origins to apply.

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