ROHQ - ESC - Operations Accounting Manager
Citigroup Inc
Manila, National Capital, PHL
36d ago

Position Summary :

  • This is a role to manage a team of SMEs responsible for acting as the focal point of coordination between ESC Operations and business users within APAC.
  • This role is responsible of leading the team to provide one-stop solutions on the complex purchase to pay related queries (received by mail or phone) from P2P users and third parties;
  • gathering data, probing and providing solutions, including rejections and processing. This role has an extensive and deep knowledge of Citi’s procure to pay system;
  • Supply Chain procedures, Citi policies

  • This role is highly involved in key transformation activities driven by the results gathered from customer feedback. Role is highly involved in information dissemination to assist awareness of implemented processes resulting in a positive customer experience
  • Key Roles and Responsibilities :

    Leadership and Management :

  • Leads the team and serves as liaison between ESC Operations and county stakeholders
  • Acts as the bridge to speed up the exception management and resolution process
  • Actively identifies and leads user education initiatives including new technology implementation (ex. RPA, P2P Xpress, iSupplier, Account Standardization, paperless initiatives)
  • Champions knowledge sharing within impacted business groups and ESC
  • Regular formal and informal leadership role is assumed whenever there is a need to influence customer behavior or ESC CSC processes
  • Actively participates in the creation and execution of a consistent communication process (as needed)
  • Effectively monitors customer service desk’s performance including workload distribution, resource allocation, sets action plan to address any performance issue observed
  • Strives for continuous improvement by referencing subject matter expertise and industry standards
  • Biz Operations :

  • Ensure that all quires, requests and escalations are addressed on the highest level of quality, integrity and within agreed SLA
  • Acts as an end to end owner of the supply chain operational process
  • Follows through of customer inquiries, requests and complaints ensuring that those are adequately documented, monitored and efficiently addressed
  • Considers a number of possible alternatives by evaluating with a high level of understanding of the issue on hand
  • Makes appropriate decisions independently within the realm of personal responsibility by exercising good analytical skills and recognizing potential impacts of decisions made
  • Risk and Control :

  • Anticipates high level of scrutiny for all proposed and implemented changes
  • Provides feedback to operation team and ensures that agreed control processes and procedures are implemented
  • Qualification :

  • Bachelor’s Degree required
  • 8+ years of Purchase to Pay Invoice processing and procurement background is a must
  • 6+ years of first line managerial experience required
  • Strong time management, documentation and organizational skills
  • Strong problem-solving skills; is able to grasp complex issues and provide solutions
  • Strong interpersonal skills
  • Strong stakeholder management skills
  • Able to rapidly learn technical and business techniques and knowledge
  • Committed to excellence
  • Action-oriented, logical and rational
  • Analytical and organized with attention to details
  • Client-focused for exemplary customer service
  • Has a strong sense of urgency
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