Ap - Helpdesk - Supervisor

1 day ago

Bengaluru, India Koch Global Services Full time

**Description**

**POSITION NAME**: Accounts Payable - Customer Support Supervisor

**DIVISION OR CORPORATE FUNCTION**: Finance & Procurement

**PRIMARY PURPOSE**:
Looking for an Accounts Payable Customer Support Supervisor who can manage 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. Process document creation and management.

**DUTIES & RESPONSIBILITIES**:

- 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 Meausures / Customer Feedback
- Accountable for adherence to Query Management Service levels & measurments
- Accountable for documentation / Audit trail creation for actions performed on query.
- Being proactive and seeking to anticipate customers’ needs & questions
- Accountable for Contonius 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**:

- 5+ years of experience in PTP process coupled with 2+ 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)
- 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
- 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.

**KOCH is proud to be an equal opportunity workplace.

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