Invoice Issue Resolution Lead – Ops & KPI Focus

Biopharma Careers; Philippines; Remote; PHP 720,000 - 900,000; Full time

Job summary

Biopharma Careers is seeking a supervisor to lead the Invoice Issue Resolution team in the Philippines. You will supervise direct reports, plan daily operations, and ensure timely escalation handling within SLA parameters.

The role involves monthly KPI reviews, coaching for associate growth, and driving process improvements to align with organizational goals. Collaboration with cross-functional teams and adherence to SOPs will be essential.

Responsibilities

• Supervise direct reports in Invoice Issue Resolution to ensure efficiency and high quality service per SLA.
• Plan and prepare daily operational activities, priorities, contingency plans and work schedules ensuring coverage in key areas.
• Manage and resolve escalated customer complaints or queries within the turn-around time agreed.
• Review KPI reports monthly to track performance and implement corrective actions to meet KPIs.
• Oversee Month-end AP activities and ensure timely submission of reports and requirements.
• Coach and mentor associates for growth and development.
• Arrange training and update training plans/materials to cover processes and country requirements.
• Address behavioral issues and recommend corrective actions.
• Drive process improvements and projects aligned with organizational objectives.
• Provide operational visibility to management and stakeholders via performance reviews.
• Collaborate with internal or external teams to address operational issues and challenges.
• Drive SOP, Policy and Work Instruction completion and updates for compliance.
• Execute additional tasks and projects as assigned.

Job description

Biopharma Careers is seeking a supervisor to lead the Invoice Issue Resolution team in the Philippines. You will supervise direct reports, plan daily operations, and ensure timely escalation handling within SLA parameters.

The role involves monthly KPI reviews, coaching for associate growth, and driving process improvements to align with organizational goals. Collaboration with cross-functional teams and adherence to SOPs will be essential.