MISSION STATEMENT & CUSTOMER SERVICE CHARTER FINANCE DIVISON April 2016
FINANCE DIVISION MISSION STATEMENT The divisin aims t prvide ethical and effective management f the Schl s financial resurces, t ensure the high quality finance services fr ur internal and external custmers that are necessary t achieve wrld class teaching and research. Visin We will be an innvative and pr-active Finance Divisin that: Prvides leadership t ensure the Schl cntinues t be financially sustainable. Aligns ur services with the delivery f the Schl Strategy, delivers services t supprt the Schl in achieving its stated aims and bjectives. Supplies timely management infrmatin and analysis. Meets its Custmer Service Charter. Has a culture f cntinuus imprvement. Values Adaptability, being receptive and enthusiastic. Resilience, Curage and Prfessinalism. Integrity and Hnesty. Teamwrk, Trust and Belief in each ther. Talent Management. Relatinship Building (with peers and acrss the Schl cmmunity).
Custmer Service Charter DIVISIONAL OBJECTIVES The Finance Divisin aims t deliver superir service and supprt t its large and cmplex custmer base acrss the Schl. The primary bjective fr the Finance Divisin is t ensure that the Schl s financial perfrmance is delivered & sustained, and that the decisin-making prcesses deliver best value acrss the Schl. This is delivered via a number f areas f fcus: Supprt f ur stakehlders in the use f financial infrmatin thrugh specialist advice, expertise and accurate and timely peratins. Insightful financial reprting and review Effective risk identificatin & mitigatin Cash management & maximisatin Infrmative feedback and cntinuus imprvement Rbust and prfessinal develpment SERVICE COMMITMENTS GENERAL 1. Respnd t all Finance Cmments e-mails within three days f receipt. 2. On a termly basis t request further feedback frm a sample f Finance Cmments emails. 3. T include in the plicies f the Finance Divisin, that all staff cpy the FD feedback link int their email electrnic signature, this will make it easier fr all custmer t give feedback if they feel it is required (this plicy will be advised at inductin). FINANCIAL PLANNING AND ANALYSIS (FP&A) 1. Meet each service leader regularly t review spend t date and prjectins fr the rest f the year. 2. Meet Academic Department, EMSC, Institute, APCC managers at least quarterly. 3. Cmplete all Establishment / MSL fund checks within 2 wrking days f receipt. 4. Lad all agreed annual budgets by 31 st July. 5. Lad all agreed carry frward balances by 31 st Octber. 6. Respnd t all emails within tw wrking days f receipt. 7. Ensure that Schl staff are supprted in drawing up their budgets, frecasts and financial plans t ensure that underlying assumptins are rbust and deliver best value 8. Prvide an early warning system t the Finance Directr t identify any areas where perfrmance is 'ff track' vs financial plans. 9. Issue the mnthly management accunts & cmmentary in line with the Finance timetable which is published annually. 10. Ensure that the Budget Cntrller are supprted in drawing up their financial plans t ensure that underlying assumptins are rbust and deliver best value.
11. Ensure that all staff are supprted n all administrative aspects f pst award research grants & cntracts allwing staff t manage their resurces in an effective manner. (prject accunting, invicing, salary recups, prgress reprting) 12. Ensure that an early warning system is in place t help Schl staff in identifying any areas where perfrmance is 'ff track' vs financial plans. 13. Issue the mnthly management accunts & cmmentary t SMG by wrking Day 15 in each mnth t allw peratinal issues t be debated and reslved. FINANCIAL ACCOUNTING AND COMPLIANCE (FA&C) 1. Respnd t emails within 2 wrking days f receipt. 2. Prepare and pst jurnal requests within 2 wrking days f receipt. 3. Pst all internal debit ntes and internal sales ntes within 2 wrking days f mnthend. 4. Prepare a detailed timetable fr the financial year-end prcess and share with all stakehlders by the end f June. 5. Enter all timesheets crrectly within 2 days after timesheet deadline t ensure cmplete payrll payments at the end f the mnth. 6. Issue mnthly payslips n r befre pay day every mnth. 7. Issue duplicate payslips within a week f request. 8. Issue duplicate P60 within a week f request. 9. File statutry and external returns in a timely fashin. 10. Prvide high quality financial reprting fr ur external stakehlders t ensure lngterm financial sustainability f the Schl. 11. Meet the expectatins f ur internal custmers in delivering guidance and supprt they require t achieve their bjectives. 12. Ensure successful mitigatin f financial risks by establishing and perating an effective cntrl envirnment. FEES, INCOME, CREDIT CONTROL & CASHIERS 1. Our aim is t enrich the custmer experience by adpting a principled centred apprach t debt management. Custmer service, quality and a clear cmmitment t ur custmers and stakehlders are ur cre central bjective. 2. Debt management. 3. Credit Cntrl services and advice. 4. US Federal Lans riginatin and prcessing. 5. US Private lans certificatin. 6. Canadian Lan validatin. 7. Fee Incme management. 8. Early Payment Reward and Student discunt. 9. Student Fee Payment advice and query management. 10. Management f central refunds service. 11. LSE Online stre prduct & service. 12. Invicing. 13. Recnciliatin.
14. Ensure that a full telephne advisry Service is available t stakehlders during wrking hurs (9am - 5pm). 15. Ensure Service Level agreements are met cnsistently: Respnse is based n: High: Medium: Lw: Respnse: 48 hurs Reslutin: 72 Hurs Respnse: 72 hurs Reslutin: 120 Hurs Respnse: 96 hurs Reslutin: 168 Hurs 16. Ensure Student Fees Plicy and Credit Management Plicy is adhered t. 17. All calls/cmmunicatins received frm students/spnsrs and custmers shuld be lgged in Nexum applicatin and fllw up email sent within 24 hurs. ACCOUNTS PAYABLE (paying invices and expenses) 1. Prviding a prfessinal custmer service respnse t queries and request, whether by the use f ur issue tracking system, telephne r face t face cntract. 2. Cntinue t explre new prcesses and systems that will streamline the invice settlement jurney and enhance custmer experience. 3. Measure Accunts Payable staff perfrmance using key metrics and service level agreements such as: 4. Office hurs cver 9:00 t 17:00hr. 5. Custmer visiting times 11:00 t 15:00hr. 6. Setup new suppliers within 10 wrking days f ntificatin. 7. Register invices n the Finance System (Apts) within 3 wrking days f receipt. 8. Bth freign and UK payment runs t be cmpleted by at least Wednesday in a nrmal wrking week. 9. First respnse t queries lgged n IssueTrak within 24 hurs. 10. Reslve queries lgged n IssueTrak within 5 wrking days (excludes waiting time utside the cntrl f the Accunts Payable Team). 11. Prvide clear and useful guidelines via the Accunts Payable webpage presence. 12. Refine ur annual bjectives thrugh bth internal and external custmer feedback, with engagement thrugh liaisn meetings, frums, fcus grup r surveys. FINANCIAL SYSTEMS 1. Ensure that the Apts/Statements 5 platfrm is available t all users during wrking hurs (9.00 17.00hr). 2. Ensure that all Apts/Statements 5 users receive training apprpriate t their use f the system. 3. Prvide quick slutin t any Apts/Statements 5 issues thrugh prvisin f a help desk facility. 4. Ensure that the Apts/Statements 5 platfrm cntinues t meet the needs f the user grup (maintenance, prcess imprvement, reprt enhancement, upgrades, and system administratin). 5. All calls t the Apts/Statements 5 supprt desk received by 12.00hr will receive a respnse by 17.00hr.
6. All calls t the Apts/Statements 5 supprt desk received after 12.00hr will receive a respnse by 12.00hr the fllwing day. PROCUREMENT 1. T prvide high quality advice and guidance t users n all f their prcurement requirements. 2. Respnd t all e-mails within 2 wrking days f receipt. 3. Prvide internet guidance dcuments t explain the LSE s tendering and qutatin prcesses and when and where t seek advice. 4. Ensure suitable cntracts are put in place t prvide prtectin t the LSE, reducing the risk f legal challenge, but als cnsidering risk against cst. 5. Discuss and agree requirements with users t ensure that LSE cntracts prperly reflect their requirements. 6. Manage the tendering prcess via the LSE s e-tendering system in line with the apprpriate Financial Prcedures. EXPECTATION FROM OUR CUSTOMERS T allw the department t respnd within the specified timescales. T be curteus and respectful in all cmmunicatins t the Finance Divisin. T wrk cllabratively t meet any deadlines as set ut by the sectins within the Divisin. That any Accunts Payable queries are raised via IssueTrak. T cntact the Prcurement team as sn as a requirement is identified t ensure advice can be prvided n the mst suitable prcurement rute. T mnitr supplier perfrmance against cntractual service levels. Feedback Prcedure Any cmpliments r cncerns n the level f service prvided shuld be addressed t the relevant staff member as apprpriate: FP&A Andy Gladin: a.gladin@lse.ac.uk FA&C Ashley Wang: a.wang@lse.ac.uk Payrll Ben Hancck: b.hancck@lse.ac.uk FICC & Cashiers: g.ruane@lse.ac.uk Accunts Payable - Mike Black: m.black@lse.ac.uk Systems Accunting Keith Adams: k.adams@lse.ac.uk Prcurement Glen Humbles: g.humbles@lse.ac.uk If yu d nt receive a satisfactry respnse the issue shuld be raised with: Finance Directr - Mike Fergusn: M.Fergusn@lse.ac.uk