Manager Shared Services

Job description

What can you expect as a FedEx team member? Career Mobility and Development : When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs. Total Compensation and Benefits Package : We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being. Equal Opportunities Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity. We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities. " Please note that the Job will close at 12am on Posting Close date, so please submit your application prior to the Close Date" Company: INT FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd. City: Hyderabad Scheduled Weekly Hours: 48 Worker Type: Regular Posting Start Date 15-Jul-2026 Posting Close Date: 30-Oct-2026 Job Family: FXE-MEISA: Manager Global Business Services Position Summary: Job Title: Manager – Quality Audit (Order to Cash) Position Summary We are seeking a highly motivated and experienced Manager – Quality Audit to lead the Quality Management Framework for Order to Cash (OTC) operations across Billing, Cash Application, Collections, and Dispute Resolution. This role will be accountable for designing and sustaining a disciplined, repeatable, and data-driven audit program that improves operational accuracy, strengthens internal controls, and connects quality outcomes to measurable business performance. The Manager will collaborate closely with vendor partners and cross-functional stakeholders to define requirements, co-build audit solutions, and drive successful deployment of audit workflows, risk-based sampling, defect management, RCA/CAPA processes, and quality performance reporting across OTC operations. The role will also establish globally aligned audit standards, governance routines, and calibration practices to ensure consistency, transparency, and continuous improvement. The ideal candidate will combine strong OTC process expertise, audit and controls knowledge, leadership capability, and a proven ability to convert quality insights into sustained operational improvement and service excellence. Key Responsibilities Quality Management Framework Leadership: Lead the end-to-end quality audit program for OTC processes and define enterprise standards for audit execution, governance, and continuous improvement across regions and teams. Audit Strategy & Execution: Design and run transaction-level audits across Billing, Cash Application, Collections, and Dispute Resolution using approved scorecards, evidence requirements, and quality dimensions such as SOP adherence, documentation, approvals, coding accuracy, outcome quality, and closure/completion. Sampling Methodology: Establish and maintain risk-informed sampling methodologies by process and subprocess, with clear rules for ramp-up, stabilization, and run-rate operations; increase sample rates based on repeat defects, declining quality trends, new transitions, or elevated business risk. Error Taxonomy & Calibration: Standardize critical and non-critical error definitions, promote consistent scoring through calibration sessions, and resolve audit disputes through fact-based review and governance escalation when needed. Defect Management, RCA & CAPA: Own the defect management process, including centralized defect logging, trend analysis, root cause analysis, corrective and preventive actions, containment, effectiveness validation, and closure discipline. Governance, Controls & Compliance: Strengthen governance by ensuring adherence to internal controls, audit standards, SOX/statutory requirements, and approved operating procedures. Support control documentation, audit readiness, and remediation tracking in partnership with internal and external audit stakeholders. Performance Reporting & Business Insight: Develop and socialize scorecards, dashboards, and management reporting that provide visibility to audit pass rates, defect trends, critical error rates, rework, first-time-right, process accuracy, CAPA closure, and links to business outcomes such as customer experience, revenue protection, working capital, and SLA performance. Stakeholder Management: Act as the primary quality contact for operations leaders, process owners, transition teams, and cross-functional partners. Facilitate daily quality huddles, weekly calibrations, and monthly quality and operations reviews to drive issue resolution and decision-making. Continuous Improvement & Automation: Identify recurring pain points and conversion opportunities for SOP updates, job aids, training refresh, control redesign, and automation of sampling, audit execution, defect tracking, and reporting. Champion use of digital tools and analytics to improve audit efficiency and traceability. Team Leadership & Capability Building: Recruit, coach, and develop quality analysts or auditors; set performance expectations; create capability plans; and build a prevention-led quality culture that drives accountability, consistency, and operational excellence. Transition & Stabilization Support: Provide quality oversight for migrations, scope expansions, and process changes by validating readiness criteria, reviewing documentation, increasing audit coverage where appropriate, and ensuring a controlled handoff to steady-state operations. Customer and Business Outcome Focus: Ensure audit findings are translated into meaningful operational actions that reduce escalations, improve service quality, protect cash flow, reduce revenue leakage, and strengthen overall OTC health. Minimum Qualifications Bachelor’s degree or equivalent in Finance, Accounting, Business Administration, Commerce, Management Information Systems, or a related discipline. 8–10 years of progressive experience in Order to Cash, Accounts Receivable, Finance Shared Services, Quality Audit, Controls, or Operational Excellence roles. Demonstrated experience across key OTC sub-processes such as Billing, Cash Application, Collections, Dispute Resolution, and AR reporting or reconciliations. Working with 3+ years of people leadership or matrix leadership experience in a shared services, GBS, BPO, or complex operations environment. Experience designing or managing audit frameworks, scorecards, sampling plans, defect management, and RCA/CAPA processes. Strong familiarity with internal controls, SOX or compliance requirements, and process documentation standards. Certifications Preferred: CPA, CA, CIA, CISA, Six Sigma Green Belt/Black Belt, Lean, or equivalent quality / audit certification. Certified Internal Auditor (CIA), Certified Information Systems Auditor (CISA), PMP, Quality Management certifications, or other finance controls / continuous improvement credentials. General Accountabilities and Job Information This role typically operates in a global or regional shared services environment and may require collaboration across time zones and functional boundaries. Success in this role is measured through sustained improvements in audit accuracy, reduction in repeat defects and rework, stronger compliance adherence, improved governance effectiveness, and demonstrable impact to OTC business outcomes. Strong coaching and people-development capability with a track record of building high-performing, quality-focused teams. High attention to detail, sound judgment, and a balanced approach to risk, compliance, customer experience, and productivity. Experience with process transitions, shared services, global business services, or outsourced delivery ecosystems is an advantage. Exposure to digital quality monitoring, workflow automation, and analytics-led continuous improvement is a plus. JOB CATEGORY First Line Management JOB PURPOSE To provide advice and guidance at regional/divisional level and effectively manage a team of professionals and/or subject matter experts. Responsibilities may include interfacing with corporate level management PEOPLE AND PERFORMANCE MANAGEMENT Recruits, develops, motivates and manages the team’s performance. Provides guidelines, support and coaching to ensure that team members have the competencies, capabilities, and tools to consistently deliver individual and team objectives PLANNING Coordinates resources with team to ensure the identification and development of goals relating to business initiatives and activities within remit, and in alignment with divisional and corporate goals. Ensures all factors and risks are accounted for in team planning, leads team in communications of initiatives and activities to key stakeholders and secures commitment. Finalizes and presents plans to senior management for approval. Supports teams inside and outside department in the preparation of more complex business initiatives, business cases or plans as required. TECHNICAL EXPERTISE Maintains and develops expert knowledge of relevant FedEx standards and external requirements (including US/EMEA regulations), and managerial areas, including excellent understanding of the internal and external business environment. Builds team capabilities to provides expert advice on complex or unique issues, which often includes exploring new, dynamic or innovative business opportunities and solutions. PROCESSES & PROCEDURES Coordinates and leads the design of process improvements, systems development, or the implementation of best practice within area of expertise. MAXIMISING OPPORTUNITIES Proactively identifies and analyses business issues, opportunities, and constraints. Evaluates and makes decisions on high impact issues (e.g., significant resource investments, business dependent systems or activities, revenue generation). Leads and sponsors the implementation to ensure results are realized RESEARCH & ANALYSIS Supports department by conducting high quality analysis, issues recommendations and contributing to strategic planning, as required, within and across regions. Supports the development and communication of effective reports to key stakeholders, including executive/senior management. PROJECT MANAGEMENT Oversees team projects/initiatives within expertise in order to deliver results within time and budget. Supports the team using project management tools and processes to plan and control various project /programs. Leads and/or participates in the implementation phase of approved solutions. BUDGET MANAGEMENT Manages the departmental budget and takes appropriate actions in order to optimize costs and to remain within agreed parameters. COMPLIANCE Ensures assigned department activities are completed on time and effectively. This involves identifying opportunities to improve department quality and productivity, such as developing more effective ways of working that are consistent with internal priorities, policies, external regulatory and legal requirements, while also assessing potential risks to the department, project or wider business ALIGNMENTS Builds effective networks relationships within own team and with key stakeholders across the business in order to achieve optimal business outcomes. Maintains external alignments with customers, relevant subject matter experts (SMEs) or external bodies as required. Represents company in external organizations Bachelor (Required)