Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

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Position Summary

The role is responsible for bridging the gap between operational teams and client for all related invoicing activities that requires escalation/close monitoring for proper completion. The ideal candidate will have relevant experience in business processes outsourcing, process optimization and work prioritization. 

Required Qualifications

• Foreign languages skills: Advanced English language skills (written, reading, and spoken)
• Professional qualifications in the fields of order management, supply chain, logistics
• Computer skills, MS Office package.
• Advanced Excel skills – Formulas, pivots, charts.
• Experience in reporting and data analysis.
• Gather and analyze data from many sources to spot patterns, trends, and insights that can help identifying improvements opportunities.
• Use data analytics to evaluate processes, identify requirements, and provide data-driven reports to internal leadership.
• Problem analysis and problem solving.
• Client orientation.
• Proactivity: assuming responsibilities, active implication
• Self-Motivated and directed.
• Time driven approach with a sense of urgency.
• Strong written and verbal communication skills.
• Analytical and process analysis skills.
• Teamwork focused.
• Precise and accuracy in style.
• Synthesis capacity.
• Professional motivation.
• Self-confidence and independence in making decisions.
• Punctuality.                                                                                                                      "                            

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Key Responsibilities
•    Monitors key deliverables and provide visibility to internal leadership.
•    Ensures delivery for all complex process related issues as per the defined support model.
•    Understands process metrics and linkage of KPI to SLA metrics.
•    Is responsible for the month closing and quarter closing activities in accordance to the agreed standards.
•    Identifies areas of improvement and sets action plans; leads projects and initiatives at regional and global level.
•    Takes ownership and ensure completion of milestones without any extension or time delay.
•    Supports with reducing invoices backlog and resolves issues/escalations.  
•    Conducting discussion sessions as part of knowledge acquisition and document the same.
•    Taking ownership and ensure completion of milestones without any extension or time delay.
•    Communicate complex and at risk situations to direct manager.
•    Identify process gaps/inefficiencies and recommend improvements.
•    Ensure Document management rules are adhered to as per policy.
•    Maintaining complete knowledge of all service tasks and programs through assigned trainer.
•    Attention to the quality of details is a must, including the ability to clearly document the work done and to manage high volumes of work in a precise manner.
•    Identify process improvement based on the findings/ data collected from multiple sources as per agreed process.
•    Providing relevant feedback to the assigned trainer in order to update existing training material.

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Required Work Experience:

• Minimum 24 months of previous work experience.
• Previous work experience in Services Ourtsourcing, Order Management.
• Previous work experience in Reporting represents an advantage.

Work Environment & Availability

• This role may require availability during off-hours or weekends in case of critical incidents.
• Hybrid or remote work flexibility, based on team and business needs.

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Deliver