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Relationship Manager

Contract Type
Education, Media & Communications
Belfast, GBR
Expiry Date
Relationship Manager Description Pearson: Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 50 years of experience ...

Job Description

Relationship Manager



Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 50 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose.

We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education. We’re here to help people make progress in their lives through access to better learning. By helping them along their journey of discovery and inspiration, we aim to cultivate a lifelong love of learning that enables them to enjoy a robust and fulfilling life - whether that’s through employment or simply the ongoing joy of learning.

Pearson Finance Services:

Pearson Finance Services (PFS) is a dedicated captive finance shared service centre established in 2016 as part of a major efficiency programme across Pearson’s global finance function. PFS is a central part of the ‘FInance Operations’ organisation within Pearson which is accountable for the delivery of all finance services, including financial control for the business.

The services provided by PFS to its internal customers are Financial Reporting & Control; Financial Planning & Analysis; Project Accounting & Fixed Assets and Operational Finance. PFS receives transactional finance services (P2P, O2C, R2R) from Pearson’s Business Process Outsourcing centre in Bangalore, with PFS being responsible for reviewing the quality, completeness and timeliness of these services.Both the Reporting Centre of Expertise and Intelligent Automation functions are also located at the Belfast site.

There are currently over 120 employees in PFS delivering services across the finance spectrum to support four Senior Vice Presidents (SVPs) across Pearson finance who are accountable for finance for the UK, North America and a number of Pearson businesses.

Job Title:PFS Relationship Manager - Reporting to Head of PFS

Summary of role:

Each Senior Vice President and their team of business partners (BPM) in Finance may be in receipt of services from a number of teams across PFS, including the Reporting CoE and the Intelligent Automation CoE. Additionally all financial control relating to their area of responsibility falls under the remit of the Finance Operations organisation in Pearson and is therefore co-ordinated by PFS.

This role is critical to the successful adoption and operation of our new organisation structure, global processes and finance systems, and to keep our stakeholders well informed about operations and transformation across our organisation.

The Relationship Manager will act as the single point of contact for the Senior Vice President and their BPM team within Pearson Finance who receives services from Pearson Finance Services, with respect to all operational and transformation activities.

In performing this role, the successful candidate will act as a focal point for co-ordinating all communications into and out of PFS on behalf of the SVP and their BPM team. They will provide independent feedback from the stakeholder groups to PFS on the quality of the service being providedand similarly will act as an advocate for PFS promoting the governance and service delivery approach to the customers.

The Relationship Manager will be part of the PFS leadership team, and will be responsible for leading meetings with the BPM teams to discuss PFS service, taking actions and delivering on outcomes for their SVP.

The Relationship Manager will also be included as part of the SVP’s leadership team to allow them to understand the current business priorities and issues to be able to translate them into needed services to be provided by PFS.

Main activities/responsibilities:

The role will report into the Head of PFS, liaising with the PFS Delivery Director and PFS Governance Manager to ensure an optimum service is delivered across the Shared Services organisation.

The Relationship Manager will become a trusted advisor for the stakeholder groups through delivering the following:

Key Deliverables & responsibilities

  • Responsible for building relationships across all business functions pertaining to the SVP and their team in respect of the services provided to their stakeholder by PFS, and other delivery capability including, for example, the Business Process Outsourcing centre in Bangalore, the Reporting Centre of Expertise and the Intelligent Automation Centre of Expertise
  • Responsible for leading Service Operations meetings where PFS report on service delivered to SVP’s and their teams, taking actions and co-ordinating resolutions of service problems/incidents;
  • Very commercially aware, build a deep understanding of the business of the stakeholder and their strategic priorities, feeding this back to PFS allowing continuous improvement of the service being provided;
  • Share understanding of the business of the stakeholder in order to increase and consolidate Pearson institutional knowledge within PFS;
  • Understand the full service catalogue for PFS and the scope of the services being provided to their stakeholder at all times, additionally understanding any services being performed within other areas of the Finance Operations organisation in Pearson that impact upon the stakeholder’s business;
  • End to end stakeholder engagement with/for their allocated stakeholder
  • Consult / Inform Centres of Expertise and Global Capability Leads in the Finance Operations organisation on related topics.
  • Main “ go to “ person for relationship queries that fall outside of the defined process for service enhancements
  • Work closely with the PFS Project Management Office to review and implement change requests within the correct processes; feed outcomes back to the stakeholder group.;
  • Work closely with the PFS Governance Manager, to bring service issues highlighted by stakeholders to PFS for resolution; providing stakeholder feedback throughout on the resolution
  • Provide feedback from the stakeholder community back into PFS, and work with the service delivery teams to identify process and service improvement opportunities;
  • Identify opportunities to expand service delivery for PFS in line with strategic priorities;
  • Use knowledge of stakeholder business to assist PFS in prioritising key areas for delivery;
  • Accountable for co-ordinating the delivery of reliable and relevant operational data to the customer with supporting metrics/key performance indicators reflecting the performance of the teams that make up the overall service
  • Work supportively and collaboratively with all other teams
  • Build ‘trusted advisor’ with key stakeholders both internally and externally to PFS

Information systems

Ensures the team and self:

  • Obtain working knowledge of the organisation’s information systems environment (hardware, software and networks).
  • Monitor the applications and effectiveness of the organisation’s information systems.
  • Proactively share knowledge across the business to streamline systems.

Expected results:

Service being delivered in accordance with agreed key metrics and PFS targets set for SVP business area;

Positive customer relationship survey results across PFS

Problem/incidents raised by SVP or team are resolved within agreed targets and timescales;

Integrated member of the PFS leadership teams

Single point of contact fully established with Relationship Manager fully briefed on all aspects of service across the Finance Operations organisation

Stakeholders understand and agree key metrics, with continuous improvement plans in place and being implemented

Regular cadence of meetings/governance and communication media established and delivered

Increased awareness and knowledge of the business of the customer across PFS

Relationship manager network established within PFS



Qualifications/experience required:

Qualified accountant with a minimum of 5 years PQE working at a senior leadership level. Note that consideration given to non qualified candidates with a minimum of 5 years experience working at a senior level in a finance shared services environment, who has demonstrable knowledge of the areas listed below.

Note that some travel will be required for this role, in order to build and maintain strong relationships and business knowledge. This would be approximately 50% in the first six months, with a minimum of one trip per month on an ongoing basis.

Background in the following areas and the ability to leverage these skills in support of the role:

Finance function and accounting operations, financial management and management accounting

Budgeting, planning, forecasting and management reporting (including variance analysis)

Project management & business case development

Product development, product profitability, investment analysis and capital asset evaluation & product pricing;

Detailed knowledge around finance function processes (RTR, PTP, OTC)

Broad knowledge/experience of ERP systems, preferably Oracle eBusiness Suite; Oracle Hyperion Planning

Strong commercial acumen and ability to utilise this to train others, and improve service outcomes.

Change management and project management

Outstanding relationship builder and communicator (using a variety of media/channels), ability to influence at a senior level without authority. Can communicate effectively across all levels of the business and across all disciplines tailoring messages appropriately for the audience;

Ability to deliver difficult messages sensitively and effectively;

Takes an independent and objective outlook to issues in order to drive the optimum solution

Thinks strategically, and across all sections of an organisation, can pull disparate parts of a process together to report on the whole;

Pragmatic, solution driven approach focusing on outcomes and change rather than issues and roadblocks;

Experience working in a multi-national matrix organization.

Strong understanding of materiality and ability to prioritize across competing agendas

Ability to identify business risks and implementation of mitigating actions

Ability to identify & implement process optimization opportunities

Embraces diversity and adapts to multiple cultures understanding how this impacts on ways of working.

Fluent English speaker.

Primary Location: GB-GB-Belfast

Work Locations: GB-Belfast-Millennium House Millennium House, 1st Floor Great Victoria Street Belfast BT2 7AQ

Job: Finance

Organization: Finance

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Mar 6, 2018

Job Unposting: Mar 30, 2018

Schedule: Full-time Regular

Req ID: 1803902