Accounts Payable - Customer Support/Query Management

Position Overview:

The candidate will be responsible for ensuring customer satisfaction, efficient problem-solving, and maintaining high standards of customer engagement. This role requires a deep understanding of procurement, sourcing, and payables processes, as well as proficiency with ticketing tools such as ServiceNow, Salesforce, and Jira. Exceptional communication and interpersonal skills are essential for effective collaboration and relationship-building across diverse teams and stakeholders.

Key Responsibilities:

• Lead the AP Customer Support team to ensure timely resolution of vendor and internal queries across global locations.
• Champion the implementation and optimization of e-invoicing platforms, ensuring compliance with regional regulations and supplier onboarding.
• Drive AI-powered automation initiatives to enhance ticket resolution, and exception handling.
• Develop and maintain Power BI dashboards to monitor KPIs, SLA performance, and customer satisfaction metrics.
• Collaborate with Procurement, IT, and Finance teams to streamline Payable processes and reduce cycle times.
• Manage cross-functional projects focused on digital transformation, system upgrades, and process harmonization.
• Ensure adherence to internal controls, SOX compliance, and audit readiness.
• Act as a change agent, promoting a culture of continuous improvement and innovation.
• Demonstrate excellent understanding of procurement, sourcing, and payables processes to provide accurate and relevant support.
• Analyze data-based trends and partner with various functions to improve relationships and processes.

Qualifications:

• Masters degree in Business Administration, Finance, or related field. PMP certification preferred.
• 12+ years of experience in customer support, preferably in source-to-pay.
• Exceptional communication and interpersonal skills.
• Strong leadership and team management abilities.
• Proven project management experience in shared services or global operations.
• Excellent analytical and problem-solving skills.
• Deep understanding of procurement and payables processes.
• Fair understanding of system and SOX controls.

Preferred Skills:

• Lean Six Sigma certification (Green Belt or higher).
• Experience with automation tools (RPA, Power BI, etc.).
• Experience with ERP systems like SAP or Oracle.
• Knowledge of compliance and internal control standards.
• Familiarity with process improvement methodologies.
• Knowledge of global e-invoicing compliance.
• Ability to lead virtual teams across geographies.

Why Join Us: