Requisition-to-Pay End to End Support Lead

Requisition-to-Pay End to End Support Lead

Wat we doen

Bij Kenvue realiseren we de buitengewone kracht van dagelijkse verzorging. Gebouwd op meer dan een eeuw erfgoed en geworteld in de wetenschap, zijn we het huis van iconische merken - waaronder NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® en BAND-AID® die je al kent en waar je van houdt. Wetenschap is onze passie; Zorg is ons talent.

Wie we zijn

Ons wereldwijde team bestaat uit ~ 22.000 briljante mensen met een werkcultuur waar elke stem telt en elke bijdrage wordt gewaardeerd. We zijn gepassioneerd door inzichten, innovatie en toegewijd aan het leveren van de beste producten aan onze klanten. Met expertise en empathie betekent een Kenvuer zijn dat je elke dag de kracht hebt om miljoenen mensen te beïnvloeden. We stellen mensen op de eerste plaats, geven er veel om, verdienen vertrouwen met de wetenschap en lossen op met moed - en hebben schitterende kansen voor je klaarliggen! Geef samen met ons vorm aan onze toekomst - en die van jou. Klik voor meer informatie op here.

Rol rapporteert aan:

Global R2P End-to-End Support Manager

Locatie:

Asia Pacific, Philippines, National Capital, Paranaque

Werklocatie:

Hybride

Wat je gaat doen

We are seeking a detail-oriented and customer-focused professional to join our team as a Requisition-to-Pay End-to-end Support Lead. This role combines financial processing responsibilities with customer service support, ensuring timely responses to cases, and assisting business requesters and suppliers with inquiries. The ideal candidate will have strong organizational skills, a high level of accuracy, and excellent communication abilities.

• Actively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall employee experience.

• Adhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer service. Participate in quality monitoring programs and take corrective actions to address areas of improvement.

• Collaborate with cross-functional teams to escalate and resolve complex inquiries or issues that require specialized expertise. Act as an elevated support resource for administrative tasks, process alignment, and point of contact for different functions within the organization, such as HR, Payroll etc.

• Conduct thorough training sessions for new team members and provide ongoing coaching and support to enhance their skills and knowledge. Develop and maintain training materials and ensure consistent and effective training delivery across the team.

• Monitor and evaluate the quality of support provided by the team, identifying areas for improvement and implementing appropriate measures.

• Contribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.

• Monitor real-time contact center performance, including service level adherence, queue management, and agent availability, to make necessary adjustments and ensure optimal customer experience.

• Generate and analyze workforce management reports to identify trends, forecast staffing needs, and recommend appropriate scheduling adjustments to optimize resource utilization.

• Ability to perform a wide range of administrative activities, including workforce management, report generation, and other ad hoc administrative tasks to support the smooth functioning of the contact center operations.

What We Are Looking For

Required Qualifications:

• 5+ years of experience in Contact center operations in a BPO or Shared Services managing a team of at least 5 agents.

• Proven ability to manage and analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations. Manage and improve call center metrics and improve efficiency of the team.

• Exceptional written and verbal communication skills, exhibiting professionalism in internal and external communications

• Demonstrated ability to multitask, efficiently handle multiple tasks simultaneously, and manage time effectively in a fast-paced environment.

• Flexibility to adapt to changing support requirements and willingness to acquire new skills and knowledge.

• Thrives in a fast-paced, self-directed team-based environment, delivering results with efficiency and accuracy.

• Willingness to work in a shift-based schedule, including evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.

Preferred Qualifications:

• Experience in a shared services organization (e.g.  Finance, Procurement, or Accounts Payable resolutions)   

• Understanding of shared service and contact center operations 

• Experience with service center technologies and processes 

• Experience in Accounts Payable an advantage

What’s In It For You

• Competitive Benefit Package

• Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!

• Learning & Development Opportunities

• Employee Resource Groups 

Kenvue is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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