Supplier Care Team Lead

Merck Group; Taguig; Hybrid; PHP 700,000 - 1,100,000; Full time

Job summary

Merck Group in the Philippines seeks a Supplier Care Team Lead to manage a group handling Accounts Payable inquiries across SAP, Oracle, Ariba and ServiceNow, ensuring timely, accurate support and KPI targets. The role emphasizes coaching, process governance and continuous improvement in a fast-paced shared-services environment.

You will develop staff, drive service quality, coordinate with Invoice Processing, Operational Purchasing and other partner teams, and lead initiatives to enhance

Qualifications

• 2–3 years in a Team Lead or supervisory role.
• Experience in Accounts Payable, Purchasing, Procure-to-Pay or Requisition-to-Pay.
• ERP/Procurement platforms such as SAP, Oracle and Ariba are preferred.
• Proficiency in spoken and written English.
• Willingness to support EMEA & North America operating hours when required.

Responsibilities

• Lead, coach, develop and motivate team members; set clear expectations and conduct performance conversations.
• Drive delivery of KPIs: service quality, timeliness, productivity and customer satisfaction.
• Oversee day-to-day inquiry management for AP topics, including payment-status and remittance queries.
• Coordinate with Invoice Processing, ACA, Orders, Payments and other teams for end-to-end requests.
• Manage escalations; perform root-cause analysis and document corrective actions.
• Monitor workload, risks, and recurring drivers; initiate mitigation actions.
• Execute global, regional and local priorities; ensure SOPs and controls are followed.
• Lead or support continuous-improvement initiatives and knowledge management.

Skills

People leadership

Accounts Payable experience

Analytical thinking

English proficiency

ERP/Procure-to-Pay knowledge

Process improvement

Time management

Microsoft Office (Excel/PowerPoint)

Lean/Six Sigma knowledge

Tools

SAP

Oracle

Ariba

ServiceNow

Salesforce

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.

Your Role:

Supplier Care manages approximately 20,000 Accounts Payable inquiries each month across multiple legal entities and platforms, including SAP, Oracle, Ariba and ServiceNow. The Supplier Care Team Lead leads a team that provides timely, accurate and customer-focused support for supplier and internal stakeholder inquiries, while coordinating effective resolution with Accounts Payable, Operational Purchasing and other partner teams.

The role is accountable for team performance, people development, service quality, operational governance and continuous improvement. The Team Lead serves as an active role model, creating a positive and inclusive environment while ensuring delivery against customer, business and employee KPIs.

• Lead, coach, develop and motivate assigned team members; set clear expectations, conduct performance conversations and recognize positive behaviors and achievements.
• Drive delivery of operational KPIs, including service quality, timeliness, productivity, customer satisfaction, employee engagement and adherence to agreed service levels.
• Oversee day-to-day inquiry management for Accounts Payable topics, including payment-status and processing requests, remittance advice, statement-of-account requests, supplier guidance, ticket triage and other pay-related queries.
• Ensure appropriate ownership and end-to‑end follow‑up of requests, coordinating with Invoice Processing, ACA, Invoice Issue Resolution, Operational Purchasing, Payments and other teams as required.
• Manage escalations and issue resolution; facilitate root‑cause analysis and ensure corrective and preventive actions are documented, implemented and followed through.
• Monitor workload, capacity and service trends; identify risks, bottlenecks and recurring inquiry drivers, and initiate timely mitigation actions.
• Execute global, regional and local business priorities, company policies, standard operating procedures and control requirements within the team.
• Lead or support continuous‑improvement initiatives, including process simplification, knowledge management, automation opportunities and service‑experience improvements.
• Represent Supplier Care in operational calls and stakeholder forums; communicate clearly, professionally and constructively with internal customers, suppliers and colleagues.
• Support audit, compliance and control activities by providing required evidence, ensuring process adherence and addressing identified gaps.
• Prepare and present performance reports, operational assessments, trend analysis and recommendations to leadership and stakeholders.

Who You Are:

• At least 2–3 years of experience in a Team Lead, people management or comparable supervisory role.
• Experience in Accounts Payable, Purchasing, Procure-to-Pay or Requisition-to-Pay processes; shared-services experience is preferred.
• Experience using ERP and procurement platforms such as SAP, Oracle and Ariba is preferred.
• Experience using ticketing and request‑management tools, such as ServiceNow or Salesforce, is preferred.
• Proficiency in spoken and written English.
• Flexibility to support EMEA & North America operating hours when required.
• Strong customer focus and commitment to high‑quality service delivery.
• Effective people leadership, coaching and stakeholder‑management skills.
• Strong analytical, problem‑solving and decision‑making capability.
• High attention to detail, diligence and a controls‑minded approach.
• Proactive, improvement‑oriented mindset with the ability to work independently and under pressure.
• Clear written and verbal communication skills, with proficiency in Microsoft Office, particularly Excel and PowerPoint.
• Experience with process improvement methodologist suc as Lean or Six Sigma is advantageous for identifying opportunities to enhance efficiency.

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!