Girl Scouts of the USA

Girl Scouts Overseas - Senior Business Services Manager

US-NY-New York - National Office
2 months ago
Job ID
2017-1105
# of Openings
1
Category
Overseas
Type
Full-Time

About Us

USA Girl Scouts Overseas (USAGSO) brings the Girl Scout Experience to the daughters of Military, Foreign Service and American expats in over 90 countries around the world and to all girls in American or International schools. Staff teams are located in New York, Italy, and Japan.

 

We are seeking to hire a Senior Business Services Manager to work in the National Office in New York City. This is a key position that leads and develops an internal team to support finance, data analysis, business planning, budgeting and Customer Care Contact Center responsibilities for USAGSO. Be part of a Global Movement to build girls of courage, confidence, and character who make the world a better place.

 

You Are:

  • A leader and model high levels of motivation, performance, dedication, and commitment and can manage staff in different countries.
  • Results-oriented and ensure people have the support and tools they need to meet current and longer-term organizational objectives.
  • Flexible and respond positively to change by embracing and using new practices or values to accomplish goals.
  • A problem solver and identify and analyze existing and potential problems systematically and thoroughly
  • Customer-focused and acknowledges the views and ideas from customers; identifies, prioritizes, and balances customer issues; takes time to answer questions and explain decisions; follows through on commitments to customers in a timely manner; maintains a commitment to continuous improvement.

You Will

  • Lead and develop an internal team to support the following areas: finance, data analysis, business planning, budgeting and customer care.
  • Analyze and present financial reports in an accurate and timely manner; clearly communicate monthly and annual financial statements; collate financial reporting materials for all donor segments, and oversee all financial, project/program and grants accounting.
  • Coordinate and lead the annual audit process, liaise with GSUSA’s finance team; assess any changes necessary.
  • Oversee and lead annual budgeting and planning process in conjunction with the Senior Director; administer and review all financial plans and budgets; monitor progress and changes; and keep the leadership team abreast of the organization’s financial status.
  • Manage organizational cash flow and forecasting.
  • Manages the day-to-day Contact Center and customer care functions:
    • Manages all aspects of the Contact Center - including staff training and supervision, resolution of customer issues, implementation of organizational customer service strategies, development of reference materials and standard operating procedures, oversight of quality control and call monitoring processes; evaluates team performance and customer satisfaction.
    • Implements efficient department workflow process.
    • Develops, implements and manage departmental Standard Operating Procedures.
    • Manages response to messages in department distribution lists.
    • Supervises Customer Care Specialists
      • Provides direction that results in maximized productivity and excellent customer service
  • Oversees the implementation of technology including the council customer relationship management system to ensure optimal utilization in providing customer support. Continually assess effectiveness and processes that impact the Customer Care team.

You Need

  • A minimum of 10+ years of relevant experience (experience working with Girl Scouts is a plus);
  • 5+ years in a management level position; Experience managing/working with a virtual team preferred
  • A Bachelor’s degree is required.
  • Thorough knowledge of Financial Accounting - Generally Accepted Accounting Principles and Practices (GAAP) and experience overseeing financial accounting.
  • Business technology expertise - experience with at least one complex business system (ERP, CRM, or the like). CRM user experience highly desirable. In addition to strong PC and MS office skills.
  • Ability and experience in training people on business processes and systems use
  • Problem-Solving - identifies and analyzes existing and potential problems systematically and thoroughly. Then, makes independent decisions and exhibits strong resourcefulness in finding solutions.
  • Group facilitation and presentation skills - the ability to: develop a clear, dynamic presentation that informs, inspires, or persuades; speak before an audience; and ability to facilitate groups of people with diverse needs and opinions to create common goals and solutions.
  • Project Management skills – demonstrated ability to coordinate multiple projects while managing conflicting priorities and deadlines; formulates short- and long-term project goals, objectives, schedules, and priorities in line with council goals; anticipates issues, obstacles, or opportunities that may impact plans or actions; establishes courses of action for accomplishing goals while attending to and incorporating information obtained during day-to-day administrative tasks.
  • To establish rapport with others at all organizational levels; respects others; considers and responds to the needs, feelings, and capabilities of others; establishes and maintains an open dialogue with others.
  • Oral and Written Communication abilities (i.e. In person, verbal, written); expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; and communicate information effectively to non-technical people which includes a diverse group of girls, volunteers, and staff. 

 

Girl Scouts of the USA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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