Oversee a team of support specialists dedicated to resolving P2P internal / external queries and providing top-notch customer service
Ensure prioritization and incoming inquiry and issue assignment to team based on urgency, complexity and efficiency
Monitor closely and report on team performance metrics, including response time, resolution time, and customer satisfaction
Compliance and accuracy
Ensure adherence to company policies, industry regulations, and compliance standards in P2P processes
Implement and maintain internal controls to prevent fraud, errors, and non-compliance
Coordinate with internal and external auditors to provide required documentation and support for financial audits
Process and technology improvement
Develop and execute a strategic vision for the P2P Support Centre to optimize processes and enhance efficiency
Identify and implement best practices, benchmarks, and innovative solutions to enhance P2P process
Team Leadership
Recruit, lead, mentor, and motivate team, fostering collaboration, accountability and continuous improvement
Set performance expectations, provide regular feedback, and conduct performance evaluations to promote individual and team growth
Communication and stakeholder engagement
Establish strong relationships with relevant internal and external stakeholders to ensure timely dispute resolution and effective communication
Address escalated customer issues and complaints, providing effective solutions
Collaborate with various departments, including Finance, Cycles & Procurement, and IT, to ensure seamless integration and alignment of P2P processes and tools
Key Deliverables
Relationship management with vendor & employee while align with SLA, Quality, in line with local laws & regulations, ASDC practice, Global Core Model, and compliance
Positive NPS results (Net Promoter Score) and proved customer center mindset
Dango controls completion within due time and with appropriate quality
Outstanding workflow management (no long overdue). Need to align with relevant stakeholder to solve the issue.
On time escalation of urgent issue to get support and avoid business disruptions such as stop supply or any negative impact to Danone reputation
About You
Strong knowledge of overall P2P process (including compliance standards), related systems and Continuous Improvement methodology
Proven experience in a similar leadership role within SSC/ BPO environment
Excellent knowledge of accounting principles, tax regulations, and financial reporting
Stakeholder oriented mindset and good interpersonal communication skills
Excellent leadership and team management skills,
Strong problem-solving and analytical abilities, with a proven track record of process improvement and automation
Good organizational skills with an eye for detail and accuracy
Ability to work in a fast-paced, deadline-driven environment
Experience (in years) 8+ year working experience in Finance SSC or BPO industry, 4+ years as team managers
Proficiency in both English and Mandarin is essential for this role, as it involves frequent communication across diverse teams and stakeholders
