Assistant Director, Financial Planning & Analysis

Overview

This leader serves as a strategic finance business partner supporting business leaders across a large Service call-center organization. The role provides financial planning, forecasting, performance reporting, workforce planning, operational performance management, and decision support analysis. Responsibilities focus on translating complex financial information into actionable recommendations to improve resource allocation, expense management, service outcomes, workforce effectiveness, and enterprise value.

The position partners with senior leaders to optimize cost-to-serve, enhance service experiences, support workforce transformation, evaluate AI and automation investments, and ensure resources align with business priorities.

Responsibilities

• Lead annual planning, forecasting, budgeting, and long-range financial planning processes for assigned business areas, ensuring assumptions, timelines, and deliverables align with strategic priorities.
• Serve as a trusted finance partner to Service leadership by translating financial and operational performance into actionable recommendations that improve business outcomes, client and field experience, and organizational effectiveness.
• Develop, monitor, and communicate key performance indicators (KPIs) and financial metrics measuring progress against strategic and operational objectives.
• Develop and review financial models, scenario analyses, business cases, and investment evaluations to support resource allocation, expense management, workforce planning, and strategic decision-making.
• Analyze actual results versus budget and forecast; prepare executive-ready reporting packages; communicate performance insights, variances, risks, and opportunities to leadership.
• Manage workforce and expense planning activities, including headcount forecasts, hiring requests, organizational changes, position management, and alignment of staffing plans to budget and business priorities.
• Build cross-functional relationships with business leaders and influence decisions using sound financial judgment, data-driven analysis, and strong communication.
• Drive process improvement, automation, and operational excellence across planning, reporting, forecasting, and financial management activities to improve efficiency and insight generation.
• Ensure financial plans, forecasts, reports, and expense processes are accurate, timely, and well documented, consistent with finance policies, procedures, and control expectations.
• Develop financial analyses and recommendations supporting cost optimization, service transformation, AI adoption, process redesign, operational efficiency, and workforce modernization efforts.
• Support operational leaders in understanding service demand drivers, workload trends, productivity measures, and resource requirements to improve planning accuracy and operational decision-making.
• Manage, coach, and develop finance team members by setting priorities, providing feedback, supporting career development, and fostering accountability, collaboration, and continuous improvement.

Requirements

• Bachelor’s degree in accounting, finance, business administration, or related degree required.
• Minimum of 7 or more years of demonstrated financial leadership in accounting, finance, or financial reporting and analysis.
• Strong analytical, planning, organization, budgeting, problem solving, negotiation, oral and written communication skills.
• Ability to develop and interpret financial models for complex analysis.
• Attention to detail and ability to operate in a fast-paced, rapidly changing environment.
• Proven ability to develop strong working relationships across all levels of the organization.
• Demonstrated ability to lead through ambiguity, organizational change, and business transformation.

Preferred Qualifications

• CPA or MBA designation.

Compensation & Benefits

Pay Range (Start): $108,160.00

Pay Range (End): $162,240.00

Geographic Specific Pay Structure:

• $118,960.00 USD - $178,440.00 USD (Structure 110)
• $124,400.00 USD - $186,600.00 USD (Structure 115)

Compensation is based on factors including skills and experience, current market, location, and other factors identified during the hiring process. Geographic-specific pay structures, compensation, and benefits may be applicable for eligible locations.

Benefits

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups

Location

Geographic-specific pay structures apply (Structures 110 and 115).