Ap - Helpdesk - Supervisor - Bengaluru, India - Koch Business Solutions India
Description
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.
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.
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