EMEA Invoice Resolution Lead - Team Growth & Ops

Merck Group; Taguig; On-site; PHP 720,000 - 1,080,000; Full time

Job summary

Merck Group is seeking a dedicated supervisor to lead the Invoice Issue Resolution team in a fast-paced environment. You will ensure SLA adherence, manage daily operations, and drive performance improvements across KPI metrics.

You will also oversee AP month-end activities, coach associates for growth, and coordinate trainings to keep the team aligned with country-specific requirements and company policies.

Qualifications

• Experience supervising direct reports in an operations or shared services environment.
• Ability to plan daily activities, priorities, and contingencies for a team.
• Strong problem solving to resolve escalated customer inquiries within set turn-around times.

Responsibilities

• Supervise direct reports in Invoice Issue Resolution to meet SLA standards.
• Plan daily activities, priorities, contingencies, and schedules to ensure coverage.
• Resolve escalated customer issues and monitor KPI performance monthly.
• Oversee month-end AP activities and timely submission of reports.
• Provide coaching and mentoring for associate growth and development.
• Lead training initiatives and update training materials for new hires.

Skills

Team supervision

SLA management

KPI reporting

Coaching & mentoring

Process improvement

Job description

Merck Group is seeking a dedicated supervisor to lead the Invoice Issue Resolution team in a fast-paced environment. You will ensure SLA adherence, manage daily operations, and drive performance improvements across KPI metrics.

You will also oversee AP month-end activities, coach associates for growth, and coordinate trainings to keep the team aligned with country-specific requirements and company policies.