Senior AP Problem Resolution Process Expert

Role based in BSv organisation. Leveraging deepening to expert knowledge of Problem Resolution, The Problem Resolution Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They ensure the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. May temporarily back up or be the Team Lead and is the key Subject Matter Expert in the team to resolve operational issues that would be raised by more junior team members. Their domain expertise means they are responsible for problem identification and resolution of accounts payable invoices

General Responsibilities / Accountabilities:

Service Delivery:

• Delivers a high quality, professional and proactive day to day service to client, within agreed SLA’s.
• Responsible for contractual documentation, extension of scope, change requests
• Reports to the manager potential the risk related with operations performed.
• Ensures that agreed level of financial result is achieved
• 2nd level of contact and operational communication with the client
• 2nd point of escalation for the Client
• Participates in negotiations with the client

Project Management:

• Participates in project planning and project executing.
• Participates in discussions with the Client on objectives, targets, and deadlines for service delivery.
• Identifies and reports issues/risks and problems as well as recommends potential solution to those at operational level.

Continuous Improvements:

• Continually strives to simplify, standardize and improve processes (subject to approval of the Manager).
• Continually considers improvement opportunities and encourages the team to do the same (subject to approval of the Manager).
• Focuses on continuously developing business relationships.

Team Management:

• Managing the team of approx.. 30 team members
• Direct supervisor for team leaders
• Participates in recruitment process.
• Monitors workload assigned to employees and advises Team Leaders on allocating work to the team members. Promotes cooperation, teamwork and knowledge sharing.
• Participates in employees’ development by coaching, delegating and constructive feedback practices. Identifies areas for employees’ development.

Years of experience : 6 - 10