Senior P2P Manager

Danone; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading food company in Kuala Lumpur is seeking a Senior P2P Manager to oversee a team that resolves procurement queries. The role includes managing compliance and improving P2P processes while fostering stakeholder relationships to ensure service excellence. Candidates should have experience in query management and a strategic mindset for process improvement.

Responsibilities

• Oversee a team of support specialists dedicated to resolving P2P internal/external queries.
• Ensure prioritization and assignment of incoming inquiries to the team.
• Monitor and report on team performance metrics, including response and resolution times.
• Ensure adherence to company policies and compliance standards in P2P processes.
• Develop and execute a strategic vision for the P2P Support Centre.
• Establish strong relationships with internal and external stakeholders for effective communication.

Job description

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Danone Asia & Service Delivery Centre-Kuala Lumpur is an organization delivering unparalleled service experiences across China, North Asia & Oceania (CNAO) and India-South East Asia (ISEA) geographies with the mission to be the BEST IN CLASS by enhancing the experience at every touchpoint, driven by our dedication to quality and innovation for our valued Danoners, customers and suppliers.

We are seeking an experienced Senior P2P Manager, responsible for ensuring timely resolution of operational support requests from both internal and external customers. The role also oversees compliance with P2P processes, safeguarding Danone’s reputation and managing relationships with key stakeholders.

Responsibilities

Internal and External Query Management

• Oversee a team of support specialists dedicated to resolving P2P internal/external queries and providing top‑notch customer service.
• Ensure prioritization and assignment of incoming inquiries and issues to the team based on urgency, complexity and efficiency.
• Monitor and report on team performance metrics, including response time, resolution time and customer satisfaction.
• 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 processes.
• Recruit, lead, mentor and motivate the 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 Finance, Cycles & Procurement and IT departments to ensure seamless integration and alignment of P2P processes and tools.
• Maintain vendor and employee relationships while aligning with SLA, quality standards, local laws & regulations and Danone’s global core model.
• Drive positive NPS results and cultivate a customer‑centered mindset.
• Ensure timely resolution of urgent issues to prevent business disruptions such as supply stops or reputational damage.

Danone is committed to creating and living an inclusive & diverse environment, fostering growth as a business, as teams, as members of communities & as individuals. We recognize diversity as an asset and ensure all employees and applicants receive equal opportunity.

For more information, please visit our website at careers.danone.com