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,