Invoice Issue Resolution Team Lead - Procurement (APAC)

Merck Group; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Merck Group in the Philippines is seeking a supervisor to lead the Invoice Issue Resolution team, ensuring efficiency and high-quality service in line with SLA.

You will plan daily operations, manage escalated inquiries, review KPIs, drive process improvements, coach associates, and collaborate with internal teams to meet organizational goals.

This role offers opportunities to mentor staff and contribute to performance reviews.

Responsibilities

• Supervise direct reports assigned in Invoice Issue Resolution team to ensure efficiency and meet a high quality service according to SLA

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 Agreemens (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 aand 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 organizations objectives.


• Provide operational visibility to management and key stakeholder thru periodic operational performance review.


• Collaborate with other internal or external Teams to address operations issue and challenges


• Drive SOP, Policy and Work Instruction completion and regular updates for compliance


• Execute other tasks and projecs 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!