Manager - Managed Services (US Hours)

Role Overview This role is responsible for end-to-end service delivery, financial data integrity, and team performance within a matrixed global model supporting North American clients. The position requires strong financial acumen, operational discipline, and the ability to drive utilisation, quality, and client outcomes through a team of analysts. We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the  Cape Town office. Responsibilities include but are not limited to: 1. Operations & Service Delivery Client Delivery & Financial Oversight Oversee accurate and timely processing of financial source documents, including interims, audits, tax returns, budgets, and rent rolls. Ensure data integrity, completeness, and audit readiness across all client deliverables. Drive adherence to SLAs, turnaround times, and quality standards aligned to NA client expectations. Act as a primary escalation point for complex client queries and service issues, ensuring resolution and stakeholder alignment. Performance & Utilisation Management Monitor and actively manage team utilisation, capacity, and workload distribution to optimise delivery efficiency. Track and report on key operational KPIs (e.g. turnaround time, accuracy, backlog, utilisation). Identify trends and implement corrective actions or process improvements to improve performance Stakeholder & Matrix Collaboration Build and maintain strong cross-regional relationships (leads, analysts in NA and India, directors and other managers). Participate in client forums, governance calls, and cross-department initiatives. Ensure effective communication across the matrix, filtering and directing queries to the appropriate team members. Operational Excellence & Continuous Improvement Lead and support process improvement initiatives (e.g. data clean-ups, workflow optimisation, automation opportunities). Identify and implement technology and process solutions to improve efficiency, scalability, and control. Contribute to department-wide initiatives, operating rhythms, and innovation programmes. Resource & Coverage Management Manage PTO planning and scheduling to ensure continuous service delivery and adequate coverage. Oversee administrative processes including Workday inputs (attendance, payroll alignment, etc.). 2. People & Performance Management Team Leadership & Culture Provide full oversight of the team, creating a high-performance, accountable, and inclusive culture. Embed MRI core values into daily team behaviours and decision-making. Foster an environment that encourages ownership, innovation, and continuous improvement. Performance Management & Development Set clear expectations and monitor individual and team performance against KPIs. Conduct regular 1:1s, performance reviews, and ongoing feedback conversations. Diagnose performance challenges and implement targeted coaching and development plans. Talent Development & Retention Identify, develop, and retain high-potential talent, building strong succession pipelines. Track and support career progression, skills development, and capability building within the team. Create customised development goals aligned to both individual aspirations and business needs. Recruitment, Onboarding & Training Lead or support recruitment efforts to attract top talent aligned to business requirements. Oversee structured onboarding and training programmes to accelerate time to proficiency. Ensure continuous upskilling aligned to technical (finance) and operational needs. Team Engagement & Wellbeing Promote a positive and engaged team environment through regular communication, team sessions, and engagement initiatives. Proactively address team issues, risks, and morale challenges. Organise team building activities and forums to strengthen collaboration and culture. Role Requirements & Qualifications Education & Professional Qualifications Bachelor’s degree in Accounting, Finance, Business, or a related field, or an equivalent relevant professional qualification (e.g. SAIPA, SAICA, ACCA, CIMA) preferred. Additional training in people leadership, performance management, or process improvement would be beneficial. Experience 2–5 years’ people management experience, with demonstrated ability to lead teams, manage performance, and drive accountability in a matrixed or multi-stakeholder environment. Solid experience in property accounting, managed services, or finance operations within a client-facing environment. Experience working with financial data and data processing in a multi-client environment. Experience overseeing service delivery metrics, workload planning, escalations, and continuous improvement initiatives. Exposure to North American real estate accounting processes, client requirements, or time-zone aligned support models is advantageous. Skills & Competencies Strong understanding of accounting principles, financial reporting, reconciliations, and control requirements. Excellent organisational, prioritisation, and problem-solving skills, with the ability to manage competing deadlines. Strong communication and stakeholder management skills, including the ability to lead difficult conversations and resolve escalations professionally. High attention to detail, sound judgement, and a strong sense of ownership and accountability. Comfort working in a fast-paced, evolving environment with a focus on quality, client service, and team development. Strong technical systems proficiency, the ability to work confidently across complex products and tools, and advanced Excel skills are essential. We’re obsessed with making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group Have confidence in your health with our offered Medical Aid Scheme. Invest in our competitive Personal Pension plan and help set you up for your future. Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s). Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose! Further your professional development with our Tuition Reimbursement Schemes Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!