Internal Client Services- Finance- Administrator Service Management

  • 5 Magwa Cres, Waterval City, Midrand, 2066, South Africa
  • Full-time

Company Description

About Deloitte

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organization”) serves four out of five Fortune Global 500® companies. Learn how Deloitte’s approximately 312,000 people make an impact that matters at

About the Division

It takes a high-powered network of internal support professionals to keep Deloitte going strong. The internal services function provides a wide variety of support services to our organisation and people.

Rewarding career opportunities are available in:

  • Human resources
  • Information technology
  • Marketing and Communications
  • Financial support services, and much more.

As with all the functions in Deloitte, a core set of competencies is associated with each internal service area. An overall understanding of value-added client service, the experience to work in multifunctional and cross-border teams, strong business acumen, and the instinct to think and act globally are essential for advancement within Internal Client Services.

Job Description

Main Purpose of Job

Responsible for performance management reporting, continuous improvement, operations support and relationship management.

Responsible for answering and redirecting calls where not automatically directed through IVR.

Key Performance Areas:

Strategic Impact

  • Completes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service area

Budgets and Profitability

  • Effective use of time, equipment and resources

Differentiators for this specific role

Responsibilities across Africa include, but are not limited to:

  • Updates Service Level Agreements (SLAs) through ensuring updates to SLAs, reporting on SLAs, highlighting missed SLAs and agreeing mitigation plans with the SSC management team
  • Maintains the SSC service catalogue
  • Reports on SSC performance management and SLA achievement/progress
  • Answers contact centre phone and manages central mailbox where automatic routing does not resolve client queries
  • Support the Manager: Service Management in driving culture activities for the SSC (creating a customer centric and an innovation culture)


  • Communicates and updates the Service Management Manager on Country/ Regional Service Management considerations
  • Attends Africa-wide SSC: Service Management team meetings and training
  • Complies with standardised processes and controls implemented by the SSC 

Cash book processes

  • Upload daily bank statements onto SAP
  • Allocate bank receipts on a daily basis
  • Address cashbook queries and notify the supervisor of any unresolved queries requiring further attention
  • Allocate bank entries for responsible bank accounts
  • Foreign trading and accepting of incoming foreign deposits

Bank reconciliations

  • Reconcile the main bank accounts for the firm
  • Collate and compile bank recon file for all bank accounts
  • Follow up on reconciling differences

Daily Cashman

  • Prepare daily funding reports and determine funding requirements
  • Submit payments for processing to accounts payable
  • Transact with bank for necessary call transactions

Foreign trading and accepting of incoming foreign deposits

  • Receive telegraphic notifications received from bank
  • Send response to bank accepting the funds and providing reason for business being paid as per the BoP categories
  • Deal online to convert funds into acceptable currency
  • Attend to queries from BU's and manager
  • Check bank statement to ensure that funds are reflecting, otherwise follow up with bank

Debtors Management

  •  Assist the cash management supervisor with the follow up procedures on overdue debtor accounts where possible


Talent Management

Ownership and accountability of self-development




National Diploma in Finance / Accounting

1 years in finance


Degree in Finance/Accounting

Experience in a Shared Services Environment

Additional Information

Key Competencies required / Talent Standards Capabilities:

Leadership Capabilities

Living our Purpose - Builds own understanding of our purpose and values; explores opportunities for impact

Influence - Actively focuses on developing effective communication and relationship-building skills

Performance drive - Understands expectations and demonstrates personal accountability for keeping performance on track

Strategic direction - Understands how their daily work contributes to the priorities of the team and the business

Talent development - Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent


Professional Capabilities

Knows the business and industry - Knows how member firm business works and keeps up-to-date on industry activities, marketplace trends and leading practices

Manages to results - Takes responsibility for assigned areas and contributes to the successful realization of common goals

Manages and executes projects - Prepares and manages work plans to ensure efficient and timely completion of work

Solves problems - Identifies and solves problems objectively using analysis, experience and judgment

Manages quality and risk - Understands and applies quality assurance and risk management procedures in all areas of work performed

Manages change and ambiguity - Is adaptive and flexible in the face of change and ambiguity

Technical Competencies

  • In-depth knowledge of work routines and processes
  • Good skills in the processing of information
  • Solid knowledge of programs relevant to the role
  • Good understanding of business principles


Behavioural Competencies


  • Communicates effectively both in writing and verbally
  • Good interpersonal skills
  • Participates actively in self-development
  • Focuses on delivery
  • Is adaptable
  • Ability to solve problems that are out of the ordinary



    *Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities

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