Senior Associate-Query Management

Job Description

Tesco India • Bengaluru, Karnataka, India • Hybrid • Full-Time • Apply by 07-Jul-2025 About the role Plays an instrumental role in improving the resolution to supplier/stakeholder queries within agreed SLA by identifying pattern in the queries and performing RCA to provide permanent solution for issues & enhance customer experience What is in it for you At Tesco, we are committed to providing the best for you. As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day. Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits. Total Rewards offered at Tesco is determined by four principles - simple, fair, competitive, and sustainable. Salary - Your fixed pay is the guaranteed pay as per your contract of employment. Performance Bonus - Opportunity to earn additional compensation bonus based on performance, paid annually Leave & Time-off - Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company’s policy. Making Retirement Tension-FreeSalary - In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF. Health is Wealth - Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws. Mental Wellbeing - We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents. Financial Wellbeing - Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request. Save As You Earn (SAYE) - Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan. Physical Wellbeing - Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle. You will be responsible for Resolving supplier payment and invoicing queries in a timely manner & have attention to detail to identify issues. Ensure that the query / issue is understood correctly “the first time” round and therefore, resolution should be accurate and address the query / issue adequately To do a quality check on tickets resolved and the responses given to queries by team members Accountable to identify high risk suppliers based on number of queries raised with help-desk; understand process gaps and provide solutions with better controls. Confirm balance with suppliers periodically to ensure both Tesco and Supplier accounts are reconciled. Identify opportunities for improving controls, recognising financial benefits. Support Lead to manage volume of queries & workload distribution within the team. Highlight areas where there are control gaps & work through to build strong controls while documenting the same. Look at ways to improve supplier satisfaction scores Should be pro- active and resilient in order to work with all the various teams involved in resolving the queries. To be able to create various management reports through various data bases to summarize the problem Responsible for completing tasks and transactions within agreed KPI's Following our Business Code of Conduct and always acting with integrity and due diligence You will need Preferred experience in P2P/ C2C/ R2R processes. Preferred knowledge of P2P/ C2C/ R2R processes. Preferred Hands-on experience on ticketing tools, preferably Zendesk or Talisma. Ability to highlight any issues or areas of improvement in the process. Experience working on any ERP, preferably Oracle. Interpersonal and presentation skills. About us Tesco in Bengaluru is a multi-disciplinary team serving our customers, communities, and planet a little better every day across markets. Our goal is to create a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility through technological solutions, and empowering our colleagues to do even more for our customers. With cross-functional expertise, a wide network of teams, and strong governance, we reduce complexity, thereby offering high-quality services for our customers. Tesco in Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 3,30,000 colleagues. Tesco Business Solutions: Established in 2017, Tesco Business Solutions (TBS) has evolved from a single entity traditional shared services in Bengaluru, India (from 2004) to a global, purpose-driven solutions-focused organisation. TBS is committed to driving scale at speed and delivering value to the Tesco Group through the power of decision science. With over 4,400 highly skilled colleagues globally, TBS supports markets and business units across four locations in the UK, India, Hungary, and the Republic of Ireland. The organisation underpins everything that the Tesco Group does, bringing innovation, a solutions mindset, and agility to its operations and support functions, building winning partnerships across the business. TBS's focus is on adding value and creating impactful outcomes that shape the future of the business. TBS creates a sustainable competitive advantage for the Tesco Group by becoming the partner of choice for talent, transformation, and value creation