Senior P2P Manager

Danone Asia & Service Delivery Centre, Kuala Lumpur; Malaysia; On-site; MYR 120,000 - 160,000; Full time

Job summary

An international service center in Malaysia seeks an experienced leader for P2P management. The role involves overseeing queries, managing a team, and ensuring compliance with standards. Candidates should have over 8 years in Finance SSC/BPO, strong leadership abilities, and proficiency in English and Mandarin. An ideal opportunity for someone looking to drive process improvements and foster stakeholder relationships.

Qualifications

• 8+ years working experience in Finance SSC or BPO industry.
• 4+ years experience as a team manager.
• Proficient in English and Mandarin.

Responsibilities

• Oversee P2P query management and ensure top-notch customer service.
• Develop strategies for process improvement in the P2P Support Centre.
• Recruit and mentor team members for continuous improvement.

Skills

P2P process knowledge

Leadership

Interpersonal communication

Problem-solving

Analytical abilities

Organizational skills

Job description

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 incoming inquiry and issue assignment to team based on urgency, complexity and efficiency
• Monitor closely and report on team performance metrics, including response time, resolution time, and customer satisfaction
• Compliance and accuracy
• 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 process

Team Leadership

• Recruit, lead, mentor, and motivate 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 various departments, including Finance, Cycles & Procurement, and IT, to ensure seamless integration and alignment of P2P processes and tools

Key Deliverables

• Relationship management with vendor & employee while align with SLA, Quality, in line with local laws & regulations, ASDC practice, Global Core Model, and compliance
• Positive NPS results (Net Promoter Score) and proved customer center mindset
• Dango controls completion within due time and with appropriate quality
• Outstanding workflow management (no long overdue). Need to align with relevant stakeholder to solve the issue.
• On time escalation of urgent issue to get support and avoid business disruptions such as stop supply or any negative impact to Danone reputation

About you

• Strong knowledge of overall P2P process (including compliance standards), related systems and Continuous Improvement methodology
• Proven experience in a similar leadership role within SSC/ BPO environment
• Excellent knowledge of accounting principles, tax regulations, and financial reporting
• Stakeholder oriented mindset and good interpersonal communication skills
• Excellent leadership and team management skills,
• Strong problem-solving and analytical abilities, with a proven track record of process improvement and automation
• Good organizational skills with an eye for detail and accuracy
• Ability to work in a fast-paced, deadline-driven environment
• Experience (in years) 8+ year working experience in Finance SSC or BPO industry, 4+ years as team managers
• Proficiency in both English and Mandarin is essential for this role, as it involves frequent communication across diverse teams and stakeholders