Control Tower Analyst

SBM MALAYSIA SDN BHD; Kuala Lumpur; On-site; MYR 48,000 - 75,000; Full time

Job summary

SBM MALAYSIA SDN BHD is seeking a P2P Support specialist in Kuala Lumpur to respond to internal and external stakeholders' queries related to the P2P process. The role focuses on meeting and exceeding Service Level Agreements and customer expectations, while supporting the Help & Support Centre strategy.

The candidate will maintain process documentation, provide system-based support to employees and suppliers, and ensure timely response to requests.

Qualifications

• Bachelor's degree or equivalent in related field.
• Fluency in English is essential for communicating with internal and external parties.
• 1–3 years of experience in accounts payable or customer service within a corporate environment.

Responsibilities

• Support the implementation of the Help & Support Centre strategy for P2P.
• Prepare and keep process documentation and knowledge base up to date.
• Provide support to the employees and suppliers using official communication channels (ticketing system).
• Drive effectively and timely all incoming requests, acting as a first point of contact per SLAs.
• Ensure quality of response by seeking information and delivering effective answers or following up with SMEs.
• Contribute to the optimization, standardization & efficiency of processes and systems.

Skills

Communication skills

Stakeholder mapping

P2P process knowledge

Data entry

Education

Bachelor's degree in Accounting, Finance, Business Administration, or related field

Tools

Ticket management system

Job description

• To drive / answer to internal and external stakeholders queries related to P2P process.
• To be responsible for meeting and exceeding Service Level Agreements and customer expectations.

Purpose

• To drive / answer to internal and external stakeholders queries related to P2P process.
• To be responsible for meeting and exceeding Service Level Agreements and customer expectations.

Responsibilities

• Support the implementation of the Help & Support Centre strategy for P2P.
• Prepare and keep process documentation and knowledge base up to date.
• Provide support to the employees and suppliers using official communication channels (mainly but not only through a ticket management system).
• Drive effectively and timely all incoming requests, acting as a first point of contact, according to the predefined SLAs.
• Ensure quality of response, by seeking information and delivering effective answers to employees and suppliers or following up with the relevant SMEs when necessary.
• Contribute to the optimization, standardization & efficiency of processes and systems.

Education

• Bachelor's degree in Accounting, Finance, Business Administration, or a related field.
• Fluency in English is essential for communicating effectively with internal stakeholders and external parties

Experience

• Candidates should have 1-3 years of experience in accounts payable or customer service, preferably within a corporate environment or accounting firm.
• Effective written and verbal communication skills

Functional Competencies

Compliance

Stakeholder mapping

P2P support process and vendor management

Data collection and entry