I2P Strategic Business Lead

Job Summary

• This is a critical leadership role within the global Invoice to Pay function. The successful candidate will oversee and lead various aspects of the I2P function, ensuring exceptional service delivery and customer experience.

The Global I2P Experience Lead will champion AI and digital innovation initiatives to streamline processes and improve user experience across the I2P function.

Key Responsibilities

1. Ensure positive service experience of I2P vendors/end users
2. Accountable for the client engagement model & solutions for Invoice to Pay (I2P)
3. Champion AI and digital innovation initiatives to streamline processes and improve user experience across the I2P function
4. Build strong connections with internal users of I2P and provide them with necessary tools and material which support them with their I2P interactions and learning & information needs
5. Deliver interactive, easy-to-use, training materials to our users
6. Establish a continuous feedback loop with users and action any improvement ideas
7. Execute regular training sessions independently and ensure all materials are kept up to date and relevant
8. Drive/support the end-user experience initiatives and any other customer-centric programs ensuring consistent service standards and user-focused solutions across all regions.

1. I2P Knowledge Management Oversight: Providing strategic direction and management oversight for knowledge management within the I2P function, ensuring the effective dissemination and utilization of knowledge resources
2. Customer and User Experience Leadership: Lead and drive all customer experience initiatives and introduce new methods for users to learn and interact with I2P tools and processes, ensuring a seamless and engaging experience
3. Ai Initiative Support and Cross-Functional Collaboration: Support the functional design and implementation of AI initiatives within the I2P space, collaborating closely with IT, Procurement, and other functions to address the broader scope of AI integration and optimize user experience. Provide functional expertise to ensure AI solutions align with business requirements and enhance operational efficiency across the I2P ecosystem.
4. Communication and Change Management: Spearheading regional and global project communication strategies, and change management processes to facilitate smooth transitions and effective project communication.
5. Capability Building and Training Strategy: Leading the capability building efforts within the global I2P function, focusing on communication, change management, customer centricity, and developing comprehensive training strategies including e-learning modules for I2P.
6. Customer Feedback and Digital Presence: Designing and implementing mechanisms for client satisfaction surveys, driving client service reviews, overseeing the development of digital platforms, and enhancing the digital presence of the I2P function.
7. Integrated Process and Governance: Establishing integrated processes and governance to ensure regular connection with clients, manage action plans based on client feedback and address client needs effectively.
8. Collaboration with I2P Service Desk and Procurement Operations: Collaborating with I2P and Procurement Operations to deliver a seamless experience for both internal and external clients (suppliers) fostering strong relationships and efficient processes.
9. Continuous Learning and Development: Keeping abreast of all tools and processes in the I2P space, understanding them from both the requestor and supplier perspective, and identifying and developing new training concepts to cater to diverse learning styles.
10. Brand Ambassadorship: Acting as a brand ambassador for the I2P function, managing engagement with the wider Finance function, sharing insights on I2P team initiatives and success stories, and fostering a positive brand image.