Role Purpose
Oversee and lead various critical aspects within the global Invoice to Pay function, ensuring exceptional service delivery and customer experience.
- Ensure positive service experience of I2P vendors / end users
- Accountable for the client engagement model & solutions for Invoice to Pay (I2P)
- Champion AI and digital innovation initiatives to streamline processes and improve user experience across the I2P function
- Build strong connections with internal users of I2P and provide them with necessary tools and material which support them with their I2P interactions and learning & information needs
- Deliver interactive, easy to use, training materials to our users
- Establish a continuous feedback loop with users and action any improvement ideas
- Execute regular training sessions independently and ensure all materials are kept up to date and relevant
- Drive/Support the end-user experience initiatives and any other customer centric programs ensuring consistent service standards and user-focused solutions across all regions.
Accountabilities
- I2P Knowledge management oversight: Providing strategic direction and management oversight for knowledge management within the I2P function, ensuring the effective dissemination and utilization of knowledge resources
- Customer and User Experience Leadership
:
Lead and drive all customer experience initiatives and introduce new methods for users to learn and interact with I2P tools and processes, ensuring a seamless and engaging experience - AI Initiative Support and Cross-Functional Collaboration: Support the functional design and implementation of AI initiatives within the I2P space, collaborating closely with IT, Procurement, and other functions to address the broader scope of AI integration and optimize user experience. Provide functional expertise to ensure AI solutions align with business requirements and enhance operational efficiency across the I2P ecosystem.
- Communication and Change management: spearheading regional and global project communication strategies, and change management processes to facilitate smooth transitions and effective project communication.
- Capability Building and Training strategy: Leading the capability building efforts within the global I2P function, focusing on communication, change management, customer centricity, and developing comprehensive training strategies including e-learning modules for I2P.
- Customer feedback and digital presence: designing and implementing mechanisms for client satisfaction surveys, driving client service reviews, overseeing the development of digital platforms, and enhancing the digital presence of the I2P function.
- Integrated Process and governance: establishing integrated processes and governance to ensure regular connection with clients, manage action plans based on client feedback and address client needs effectively.
- Collaboration with I2P Service Desk and Procurement Operations: Collaborating with I2P and Procurement Operations to deliver a seamless experience for both internal and external clients (suppliers) fostering strong relationships and efficient processes.
- Continuous Learning and development: Keeping abreast of all tools and processes in the I2P space, understanding them from both the requestor and supplier perspective, and identifying and developing new training concepts to cater to diverse learning styles.
- Brand Ambassadorship: Acting as a brand ambassador for the I2P function, managing engagement with the wider Finance function, sharing insights on I2P team initiatives and success stories, and fostering a positive brand image.
Capabilities required / expected in the role
We expect that in this role, the Global I2P Experience and Enablement Lead I2P must possess and demonstrate certain key capabilities to enable him-/herself to perform in the role successfully
As a
Driver
, he/she must have - Deliver a high quality training offering to a global user group, bringing new & creative ideas to life and a positive experience for clients
- Conduct Focused group discussions to understand client perspectives & improvement opportunities
- Review client touch points from I2P process to improve efficiency & quality of experience
- Communicate confidently & effectively to all levels of stakeholders
- Champion AI-enabled solutions and digital innovation within the I2P function
As a
Builder
, he/she must be good at -
- Collaborate with clients & respective experts I2P BP, Process management team to design approach for exceptional business requirements that can t be supported through standard process design
- Build trust amongst user group so that they can confidently use the I2P materials
- Securing buy-in for change through collaboration at various levels of the organisation
- Completes remote work successfully and establishes strong relationships with other remote teams
- Learn from other shared service functions what is working well for them
As a
Persuader
, he/she must be -
- Build trust within the user group and peer groups in I2P that our training offering meets the needs of our clients
- Promote the training offering across our client base
- Build sense of ownership & accountability for I2P clients to follow the expected standards of performance while consuming I2P service
