Senior Financial Analyst, Customer Service Finance

Senior Finance Analyst — Customer Service Finance (CSF) — Hyderabad work from office

Role Summary

Function: Finance
Team: Worldwide Customer Service Finance (CSF)
Role: Senior Finance Analyst
Reports to: Finance Manager, Customer Service Finance
Experience: 3+ years of relevant business finance, accounting, FP&A, controllership and analytical experience
Qualification: Qualified Chartered Accountant (CA) — Mandatory

About Amazon Finance

Finance at Amazon is about much more than numbers. It is about understanding the story behind the data, challenging assumptions, identifying risks and opportunities, and partnering with business leaders to make informed, timely decisions.

Our Finance teams work closely with Operations, HR, Technology, Retail, and other cross-functional organizations. Finance professionals serve as trusted business advisors, combining financial expertise, data-driven analysis, business judgment, and strong communication skills to influence decisions and improve business outcomes.

We are seeking a highly analytical, commercially minded, and proactive Chartered Accountant to join the Worldwide Customer Service Finance (CSF) team. The ideal candidate will bring strong controllership fundamentals along with experience in financial analysis, reporting, forecasting, process improvement, automation, and stakeholder management.

About Customer Service Finance

Customer Service Finance (CSF) is a strategic finance partner to one of the world's largest Customer Service organizations. The team supports business leaders through financial analysis, controllership, planning, forecasting, and data-driven decision-making.

Working across geographies and functions, CSF partners with Customer Service Operations, Retail, Technology, HR, and other Finance teams to optimize costs while maintaining and improving customer experience.

This is an excellent opportunity for a Chartered Accountant who thrives in a fast-paced, international environment and wants to operate as a strategic finance partner rather than focus solely on traditional accounting activities.

Role Overview

The Finance Analyst will support the Customer Service organization across financial controllership, planning, forecasting, reporting, and business analysis.

The role will serve as the financial owner and trusted advisor for assigned sites or business areas. This includes partnering closely with operational leadership to understand business performance, identify risks and opportunities, and drive actions that improve financial outcomes.

The successful candidate will go beyond reporting historical results to explain what happened, why it happened, what is likely to happen next, and what actions should be taken.

Key areas of responsibility include:

Financial controllership
Month-end close and reporting
Forecasting and financial planning
Variance and root-cause analysis
Financial modeling
KPI and metrics analysis
Business partnering
Cost optimization and productivity
Process improvement and automation
Data analytics and reporting
Risk and opportunity management
Management reporting

Key Responsibilities

1. Financial Controllership

Own controllership activities for assigned Customer Service sites or business areas.
Support month-end, quarter-end, and year-end close processes.
Prepare and review monthly financial metrics and management reports.
Ensure financial information is accurate, complete, timely, and aligned with accounting and controllership standards.
Analyze performance against plan, forecast, and prior periods.
Identify financial risks, anomalies, and control gaps and drive corrective actions.
Partner with Accounting and business teams to resolve discrepancies.
Establish and maintain effective financial controls and mechanisms.

2. Financial Planning & Forecasting

Support annual operating plans, budgets, and periodic forecasting cycles.
Develop financial models for business planning and investment decisions.
Analyze actuals against budget, forecast, and prior-year performance.
Identify key drivers of financial movements and communicate them clearly to leadership.
Develop forward-looking views of business performance.
Support scenario planning and sensitivity analysis.
Assess the financial impact of operational initiatives, investments, and cost-saving opportunities.

3. Variance Analysis & Business Insights

Conduct detailed variance analysis across costs, headcount, productivity, and other financial and operational KPIs.
Identify the underlying business drivers behind financial performance.
Perform deep dives to uncover trends, risks, opportunities, and root causes.
Translate complex financial and operational data into clear, actionable insights.
Present findings and recommendations to senior management.
Challenge assumptions and proactively highlight areas requiring management attention.

4. Business Partnering

Act as a trusted financial advisor to Customer Service Operations and site leadership.
Partner with Operations, HR, Technology, Retail, and Finance teams.
Build strong relationships with senior stakeholders and influence decisions through data and financial insights.
Understand operational processes and connect business drivers with financial outcomes.
Provide timely financial guidance to business leaders.
Help stakeholders understand the financial implications of their decisions.
Constructively challenge assumptions and recommend alternative solutions where appropriate.

5. "CFO of Your Sites" Ownership

For assigned sites or business areas, operate as the CFO of the site, taking end-to-end ownership of financial performance.

This includes:

Owning the financial performance narrative.
Partnering directly with site leadership.
Understanding the operational drivers of financial performance.
Identifying and quantifying risks and opportunities.
Tracking financial actions through completion.
Establishing effective finance mechanisms.
Driving accountability for financial performance.
Ensuring leadership has timely and accurate financial information.
Recommending actions that improve both cost efficiency and customer experience.

6. Cost Optimization & Productivity

Identify opportunities to reduce costs while maintaining or improving customer experience.
Partner with Operations to understand cost drivers and productivity metrics.
Evaluate the financial impact of operational and process changes.
Develop business cases for cost-reduction and productivity initiatives.
Track benefits realization and ensure savings are measurable.
Benchmark performance and identify opportunities for standardization and scalability.

7. Data Analytics & Reporting

Analyze large volumes of financial and operational data.
Build recurring reports, dashboards, and financial metrics.
Identify trends, patterns, anomalies, and opportunities through data analysis.
Develop automated reporting solutions to reduce manual effort.
Use SQL and other analytical tools to extract and transform data.
Partner with Data and Technology teams to improve data quality and accessibility.
Ensure reporting is consistent, scalable, and aligned with stakeholder needs.

8. Process Improvement & Automation

Identify opportunities to simplify, standardize, automate, and improve Finance processes.
Eliminate unnecessary manual activities and reduce reporting complexity.
Design scalable solutions that can be adopted across multiple sites or businesses.
Lead automation initiatives that improve accuracy, efficiency, and controllership.
Standardize financial reporting and business mechanisms where appropriate.
Measure and communicate the impact of process improvements.
Challenge existing mechanisms and develop better solutions as business needs evolve.

9. Reconciliation & Financial Systems

Reconcile financial reports across businesses, systems, and reporting sources.
Investigate and resolve discrepancies between financial and operational data.
Work with financial systems such as Oracle, SAP, Lawson, JD Edwards, Essbase, Cognos, or similar platforms.
Maintain data integrity across reporting mechanisms.
Identify recurring reconciliation issues and implement sustainable solutions.
Support system and process changes that affect financial reporting.

10. Management Reporting & Communication

Prepare regular financial reviews and business performance updates.
Present results, risks, opportunities, and recommendations to senior leadership.
Communicate financial concepts clearly to non-finance stakeholders.
Develop concise narratives explaining key financial and business movements.
Ensure leaders understand both the numbers and the underlying business drivers.
Influence decisions through fact-based analysis and strong financial judgment.

Key Performance Indicators

The role may involve analyzing and reporting on metrics such as:

Actual vs. Budget and Actual vs. Forecast
Month-over-month and year-over-year performance
Operating expenses and cost per contact/transaction
Cost per customer interaction
Headcount and labor costs
Productivity and capacity utilization
Staffing efficiency
Forecast accuracy
Financial controllership metrics
Cost savings and productivity benefits
Process efficiency
Customer-experience-related financial metrics

Basic Qualifications

Qualified Chartered Accountant (CA) — mandatory.
Bachelor's degree in Finance, Accounting, Economics, Business, Engineering, Statistics, or another quantitative discipline.
3+ years of relevant experience in finance, accounting, controllership, financial analysis, FP&A, business finance, or a related analytical role.
Strong understanding of accounting and financial principles.
Proven experience in financial analysis, variance analysis, forecasting, and management reporting.
Experience working with financial KPIs and business performance metrics.
Advanced proficiency in Microsoft Excel, including formulas, PivotTables, financial modeling, and data analysis.
Strong analytical and quantitative skills.
Excellent written and verbal English communication skills.
Ability to work effectively with senior stakeholders and cross-functional teams.

Preferred Qualifications

MBA, Master's degree in Finance, or equivalent advanced qualification.
Experience in a multinational, technology, e-commerce, shared-services, or high-growth environment.
Experience with SQL and large-scale data analysis.
Experience with Tableau, Power BI, or similar visualization tools.
Experience with Oracle, SAP, Essbase, Cognos, JD Edwards, Lawson, MS Access, or other financial/reporting systems.
Experience in financial controllership and month-end close.
Experience in FP&A, budgeting, forecasting, and long-range planning.
Experience leading process improvement or Finance automation initiatives.
Experience working with large datasets and developing automated reporting solutions.
Experience with Lean, Six Sigma, continuous improvement, or process re-engineering.
CPA, MBA, or equivalent professional qualification in addition to CA is an advantage.

Core Competencies

Financial Acumen

Strong accounting and finance fundamentals.
Ability to understand financial statements and business drivers.
Strong financial modeling and forecasting capabilities.

Analytical Thinking

Ability to analyze complex datasets.
Strong root-cause analysis skills.
Ability to distinguish meaningful insights from low-value details.

Business Judgment

Understands the commercial and operational implications of financial decisions.
Balances cost, risk, operational efficiency, and customer experience.

Stakeholder Management

Comfortable working with senior leaders and cross-functional teams.
Able to influence without direct authority.
Builds credibility as a trusted Finance partner.

Problem Solving

Takes ownership of ambiguous and complex problems.
Uses data to identify root causes.
Develops practical, scalable solutions.

Process Improvement

Continuously seeks opportunities to simplify, automate, standardize, and scale.
Demonstrates measurable impact from improvement initiatives.

Communication

Converts complex financial analysis into clear and compelling business narratives.
Confidently presents findings and recommendations to senior leadership.

Ideal Candidate Profile

We are looking for a qualified Chartered Accountant who combines strong accounting fundamentals with commercial awareness and analytical thinking.

The ideal candidate:

Thrives in a fast-paced and dynamic environment.
Independently owns financial deliverables from data gathering through executive communication.
Has strong controllership and financial analysis experience.
Understands how operational decisions translate into financial outcomes.
Is comfortable working with large datasets and financial systems.
Uses data to challenge assumptions and identify opportunities.
Demonstrates strong ownership and a bias for action.
Can simplify complex financial problems.
Enjoys collaborating across functions and geographies.
Is comfortable with ambiguity and changing priorities.
Has a continuous-improvement mindset.
Communicates effectively with both Finance and non-Finance stakeholders.
Wants to grow into a strategic business partner rather than remain focused solely on traditional accounting.

What Success Looks Like

Success in this role means:

Financial reporting is accurate, timely, and well controlled.
Forecasts and financial plans are reliable and supported by clear assumptions.
Leadership has clear visibility into financial risks and opportunities.
Variances are understood at their root cause rather than simply reported.
Finance insights translate into measurable business decisions and outcomes.
Cost-reduction and productivity opportunities are proactively identified and delivered.
Finance processes become increasingly automated, scalable, and efficient.
Manual reporting and reconciliation activities are reduced.
Site and business leaders view Finance as a trusted strategic partner.
Financial risks and opportunities are identified early and driven through to closure.

Why Join Customer Service Finance?

This role sits at the intersection of Finance, Operations, Technology, Data, and Customer Experience. As a Finance Analyst and qualified Chartered Accountant, you will have the opportunity to:

Serve as a trusted Finance advisor to a global Customer Service organization.
Work directly with senior business and operational leaders.
Influence significant business and investment decisions.
Analyze large-scale financial and operational datasets.
Build and automate Finance mechanisms.
Drive measurable cost and productivity improvements.
Gain exposure to a highly international and cross-functional environment.
Develop from a Finance specialist into a broader business leader.
Make a measurable impact on both customer experience and business performance.

Ideal Candidate at a Glance

Qualification: Qualified Chartered Accountant (CA) — Mandatory
Experience: 3+ years of relevant finance, accounting, or analytical experience
Finance: Controllership, FP&A, forecasting, budgeting, variance analysis, and financial modeling
Analytics: Advanced Excel; SQL preferred; Tableau/Power BI preferred
Systems: ERP/financial systems experience preferred, including Oracle, SAP, Essbase, or Cognos
Business Skills: Business partnering, stakeholder management, cost optimization
Process Skills: Automation, standardization, and continuous improvement
Communication: Strong English communication and executive presentation skills
Mindset: Analytical, curious, ownership-driven, customer-focused, and comfortable with ambiguity

Work Hard. Have Fun. Make History.

Amazon is an Equal Opportunity Employer.

Basic qualifications

- professional tax, accounting or legal qualification (e.g., Chartered Accountant (CA), Associate Chartered Accountant (ACA), Chartered Tax Adviser (CTA), Chartered Institute of Taxation (CIOT) or similar), or LL.M. (Taxation)
- 3+ years of business or financial analysis experience
- Experience delivering forecasting, budgeting, and variance analysis, and data interpretation of results, or experience in finance role where you owned financial reporting for a business area
- Experience developing financial models in Excel with advanced functions (pivot tables, macros, VBA, Power Query), or experience in financial modeling
- Experience applying key financial performance indicators (KPIs) to analyses, or experience using financial models, KPIs, and data analysis to support business decisions
- Experience working with stakeholders, or experience in commercial finance business partnering or FP&A
- Experience in English-language communication skills, both written and verbal

Preferred qualifications

- 4+ years of participating in continuous improvement projects in your team to scale and improve controllership with measurable results experience
- MBA, or CPA
- Experience working with large-scale data mining and reporting tools (examples: SQL, MS Access, Essbase, Cognos) and other financial systems (examples: Oracle, SAP, Lawson, JD Edwards)

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