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AP - Reporting - Manager

 

Description

POSITION NAME: Accounts Payable - Customer Support Manager

DIVISION OR CORPORATE FUNCTION: Finance & Procurement

PRIMARY PURPOSE:

Looking for an experienced Accounts Payable Customer Support Manager who can manage a group of first line supervisors managing a team providing support by answering queries revolving around the entire function of Accounts payable. The queries would be raised by Internal and external parties. The queries would revolve around Invoices, payments & VMD scope of operations. Should be able to handle and manage escalations, perform RCAs and drive process changes to mitigate errors and escalations. The role revolves around ensuring smooth delivery of operations, people management & lead the team in SLA attainment. Drive process efficiencies and improvements to attain a robust process & vision of the business.

DUTIES & RESPONSIBILITIES:

· Operational Management of team supporting Customer Queries on P2P functions (Emails / Calls)

· Ensure adherence to query management / workflow tools to ensure ticketing is done accordingly

· Exhibit Attention to detail in understanding the query and answering the same

· Workflow / Queue management for queries with operational Workforce planning

· Accountable on Quality Measures / Customer Feedback

· Accountable for adherence to Query Management Service levels & measurements

· Accountable for documentation / Audit trail creation for actions performed on query.

· Being proactive and seeking to anticipate customers’ needs & questions

· Accountable for Continues Improvement on overall operational delivery

· Customer & Stakeholder management

SCOPE:

Accounts Payable Helpdesk for Global Business

EDUCATION:

REQUIRED: Bachelor in Commerce

PREFERRED: Master in Commerce

WORK EXPERIENCE:

REQUIRED:

8+ years of experience in PTP process coupled with 4+ years of people management experience

Proven Experience in ensuring smooth delivery of operations, people management & lead the team in SLA attainment.

Customer service experience

Core knowledge of the areas of Accounts Payable (VMG, Invoice processing, payments etc)

General Financial / Business Analysis experience – gathering data, understanding business drivers

Proven skills on driving First time resolution

Proven skills on driving Customer satisfaction

Providing voice support

PREFERRED:

Business compliance management

Client & Stake holder management

Proven skills set to manage remote transitions

Experience working on Service Now

Experience working on ERP like SAP Ariba/ S4

SKILLS & ABILITIES:

REQUIRED:

Supervisory skills

Proficient written and verbal communication skills

Analytical

Strong communication and interpersonal skills

Detail oriented and assertive when dealing with external and internal customers

Effective problem-solving skills to help identify root cause

Excellent in Excel, Word, and presentation skills

Strong sense of internal control, SOP and accuracy

Proficient with current computer applications such as Word, Excel, PowerPoint, Outlook, etc.

Hands on experience in SAP (mandatory)

Ability to work with high volume in systematic way

Ability to work in a high performing team.

Quick learner and ability to work under stringent timelines

High degree of professional integrity

Willingness to work in shifts

PREFERRED:

Extensive knowledge of Microsoft Excel, Ariba and SAP

Experience in Transitioning Global Helpdesk Operations (onsite or remote)

Ability to Report work on Trackers accurately on time.

FOR HUMAN RESOURCES USE ONLY:

JOB TITLE: JOB SHORT TEXT:

GRADE: FLSA STATUS:

SIGNATURES:

HUMAN RESOURCES: MANAGER:

The above information is intended to describe the general nature and level of work to be performed in this position. This description is not intended to be interpreted as a complete list of all duties, responsibilities or requirements for this position.

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