Director – Finance Shared Services

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee AskFinance operations, encompassing intake and triage, case management, escalations, and daily service delivery.

• Manage staffing, workload distribution, and resource planning.

• Track service volumes, cycle times, backlog, quality, and customer feedback.

• Set service levels, operational metrics, dashboards, and reporting standards.

• Direct AskFinance governance, including escalation pathways, service reviews, prioritization, and leadership communications.

• Define and refine the AskFinance service model, including service scope, intake pathways, routing logic, service catalog, escalation criteria, and ownership.

• Ensure alignment of operational controls, documentation, standard procedures, Finance policies, service expectations, and audit requirements.

• Create standardized procedures, workflows, decision trees, and knowledge resources.

• Collaborate with technology and process owners to enhance tools, workflows, reporting, and user experience.

• Drive continuous improvement and formulate a strategic roadmap to develop, expand, and scale AskFinance services.

• Collaborate with Finance leaders and subject matter experts to clarify ownership, enhance handoffs, and resolve issues.

• Cultivate relationships across Stanford Medicine and work alongside operational, technical, and enabling partners.

• Facilitate readiness, communications, training coordination, and adoption of new processes, tools, and service enhancements.

• Collect stakeholder and customer feedback and manage service communications.

• Lead, mentor, and develop staff while promoting a customer-focused, accountable, and continuously improving culture.

• Conduct interviewing, hiring, training, performance management, employee relations, and other personnel actions.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Bachelor's degree from an accredited college or university.

• Eight (8) years of progressively responsible experience in shared services, finance operations, customer support operations, or related operational leadership roles.

• Proven experience leading service-oriented operations with accountability for performance, staffing, workflow management, and measurable outcomes.

• Demonstrated experience enhancing operational processes, service delivery models, reporting, knowledge resources, or customer support practices in a complex organization.

• Preferred experience in finance shared services, ERP support, service desk operations, or business operations within healthcare, an academic medical center, or a similarly matrixed environment.

• Familiarity with service management, case management, workflow, or reporting tools is preferred.

• Capability to lead service-oriented operations with an emphasis on service quality, responsiveness, operational discipline, and measurable outcomes.

• Extensive knowledge of intake, triage, case management, workflow oversight, escalation management, service metrics, reporting, dashboards, service model design, governance, process standardization, knowledge management, operational controls, documentation standards, policy compliance, and audit readiness.

• Ability to establish service standards, intake and routing frameworks, service catalog definitions, escalation paths, and operating routines.

• Competence in identifying improvement opportunities and implementing operational enhancements.

• Strategic mindset concerning service maturity, scalability, and roadmap development.

• Proficient in building partnerships across finance, operational, technical, and program teams in a complex, highly matrixed organization.

• Excellent skills in collaboration, facilitation, problem-solving, stakeholder engagement, communications, and training coordination.

• Exceptional written, verbal, facilitation, and presentation abilities.

• Proven track record of leading, mentoring, and developing teams.

• Strong judgment, prioritization, and leadership capabilities.

🏝️ Benefits

• Comprehensive health coverage, including medical, dental, and vision.

• Generous retirement plan with employer contributions.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements to promote work-life balance.

• Engaging work environment with a focus on collaboration and innovation.