Advisor, BSO Service Desk

Lego Group; Monterrey; On-site; MXN 420,000 - 720,000; Full time

Benefits offered by this job

Family Care Leave

Life Insurance

Headspace App

Colleague Discount

Bonus Scheme

Play Day

Job summary

LEGO Group in Monterrey seeks a permanent BSO Service Desk Advisor to support Finance Operations including Accounts Payable, supplier management, and Travel & Expense. You will handle inquiries across service channels, drive reconciliation activities, and help ensure a seamless customer experience.

You’ll gain exposure to HR processes, collaborate with global teams, and work with ERP platforms like SAP, Workday, ServiceNow, and Concur to resolve issues and improve service delivery.

Qualifications

• Bachelor’s degree in Finance, Accounting, Business Administration, Human Resources, or related field, or equivalent experience.
• Experience handling Finance Operations, Accounts Payable, or shared services support.
• Experience managing case triage, escalations, and handoffs to Tier 2/3 teams.
• Proficiency with SAP, Workday, ServiceNow, Concur or similar systems.

Responsibilities

• Deliver high-quality Finance Operations support through multiple channels (email, ServiceNow, case management).
• Assist Accounts Payable, supplier management, and Travel & Expense processes with inquiries and reconciliations.
• Provide guidance on expense reporting and Concur transactions; ensure cases meet service levels.
• Collaborate with regional teams to maintain consistent service delivery and drive improvements.

Skills

Finance Ops experience

Customer service

Multi-channel support

Stakeholder engagement

Problem solving

Process improvement

Learning agility

Education

Bachelor's degree in Finance, Accounting or related field

Tools

SAP

Workday

ServiceNow

Concur

Job description

Job Description

About the Role

As a BSO Service Desk Advisor, you'll deliver exceptional support to external vendors, internal stakeholders, and business partners by managing inquiries and service requests across key Finance Operations processes.

In this permanent role, you'll serve as a trusted point of contact for Accounts Payable, supplier management, Travel & Expense, invoice processing, payment inquiries, and reconciliation activities while helping drive a seamless customer experience across multiple service channels.

While Finance Operations will be your primary focus, you'll also develop a working knowledge of HR processes to provide operational support and cross-functional coverage when business needs require. You'll collaborate closely with service delivery teams, Centers of Excellence, and functional experts to ensure efficient issue resolution, strong stakeholder support, and continuous service improvement.

Required Qualifications

• Delivered support within Finance Operations, Shared Services, Accounts Payable, Customer Service, Service Desk, or a related operational support environment.
• Managed complex customer inquiries and resolved issues through effective problem-solving and stakeholder engagement.
• Applied customer service and service management practices to deliver high-quality support and meet service level expectations.
• Supported customers through multiple channels, including ServiceNow, email, and case management platforms.
• Built strong relationships with internal stakeholders, external vendors, and business partners to drive positive service outcomes.
• Bachelor's degree in Finance, Accounting, Business Administration, Human Resources, or a related field, or equivalent professional experience.
• Experience managing case triage, escalations, and handoffs to Tier 2 and Tier 3 support teams.
• Demonstrated ability to learn and support multiple business processes across Finance and HR operations.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Proficiency with systems such as SAP, Workday, ServiceNow, Concur, or similar enterprise platforms.

Preferred Qualifications

• Experience working in a global shared services, finance operations, or service desk environment.
• Supported process improvement, service excellence, or customer experience initiatives.
• Experience working with service metrics, operational reporting, and service level agreements.
• Familiarity with service management frameworks and best practices.
• Experience leveraging automation, digital solutions, or AI-enabled tools to improve operational efficiency and service delivery.

What You'll Build

• Deliver high-quality support for Finance Operations inquiries through email, ServiceNow, and other service management platforms.
• Support vendors and stakeholders with inquiries related to invoice status, payment tracking, accounts payable transactions, supplier accounts, reconciliations, and Travel & Expense processes.
• Review and reconcile supplier statements, resolving discrepancies, outstanding balances, and payment-related issues.
• Support landlord statement review and reconciliation activities for retail lease-related processes.
• Provide guidance to employees regarding expense reporting, reimbursement status, Concur transactions, and corporate travel policies.
• Ensure inquiries and cases are resolved within established service levels while maintaining quality, compliance, and customer satisfaction standards.
• Maintain a working knowledge of HR processes and provide service desk support during peak periods or business continuity events.
• Identify recurring issues, service gaps, and improvement opportunities that enhance the stakeholder experience and operational efficiency.
• Contribute to continuous improvement initiatives that strengthen service quality and streamline business processes.
• Collaborate across regions and functions to deliver a consistent and customer-focused service experience.

If You've Worked in a Similar Environment

If you've supported Finance Operations, Accounts Payable, supplier management, Travel & Expense, or shared services processes, you'll feel at home here. What matters most is your ability to combine operational expertise, customer focus, and problem-solving skills to deliver accurate, timely, and efficient support.

Life on the Team

You'll join the BSO Service Desk team, where we support employees, suppliers, and business stakeholders through critical Finance and operational processes. Our team operates within a collaborative global environment and works closely with regional teams to ensure consistent, high-quality service delivery.

We value professionalism, accountability, customer focus, collaboration, strong communication, attention to detail, and a continuous improvement mindset. It's a place where ideas are welcomed, best practices are shared, and team members are empowered to make a meaningful impact on both stakeholder and business outcomes.

What Success Looks Like

Success in this role means becoming a trusted partner for Finance Operations support while consistently delivering exceptional customer service and operational excellence. Over the next 12 to 18 months, you'll help strengthen stakeholder relationships, improve service delivery processes, and contribute to a more efficient and scalable support model.

You'll confidently manage complex inquiries, ensure compliance with established processes and controls, identify opportunities for continuous improvement, and support effective cross-functional collaboration between Finance and HR operations. Through your contributions, you'll help create a more responsive, consistent, and customer-focused service experience for employees, suppliers, and business partners worldwide

What’s in it for you?

Here are some of what to expect:

FamilyCareLeave -We offer enhanced paid leave options for those important times.

Insurances -All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

ColleagueDiscount - We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

Your workplace -You'll find this at the top of this advert and when you join the team, we'll confirm this with you.

We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing