Invoice Issue Resolution EMEA Team Lead

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

Work Your Magic with us! Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

• Supervise direct reports assigned in Invoice Issue Resolution team to ensure efficiency and meet a high quality service according to Service Level Agreements (SLA) set.
• Plans and prepares daily operational activities and priorities, contingency plans and work schedules of the Team ensuring coverage in key areas.
• Manage and resolves escalated customer complaints or queries within the turn-around time agreed. Monthly review of Key Performance Indicators (KPI) reports to track the Team's performance. Execute corrective actions to maintain adherence to KPIs.
• Oversees AP Month-end activities and ensures accurate and timely submission of reports and other requirements.
• Manage and communicate individual associate performance and areas for improvements.
• Do regular coaching and mentoring to ensure associate growth and development.
• Execute training or arrange training requirements as deemed necessary. Review and update training plan and training materials for new hire to ensure coverage of whole process and country specific requirements.
• Manage behavioral issues of Team and recommend appropriate corrective action.
• Able to drive process improvements and projects to align with the organization's objectives.
• Provide operational visibility to management and key stakeholder thru periodic operational performance review.
• Collaborate with other internal or external Teams to address operations issues and challenges.
• Drive SOP, Policy and Work Instruction completion and regular updates for compliance.
• Execute other tasks and projects that may be assigned.

What we offer:

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!