Situation Vacant – Business Support Manager

Job Purpose (Job Summary): 
Responsible for EMEA customer relationship management and controls oversight over processes across Order-to-Cash (O2C) and Procure-to-Pay (P2P); working closely with internal and external customers to provide business support and improve customer interaction

Key Responsibilities/Duties:

  • Provides regional business support for core activities within P2P and O2C for Business Unit and FCS
  • Functions where hands-on coordination is required such as implementation of new policies impacting employees, integration of acquired companies or business lines, policy and technology original and refresher training, and handling of sensitive escalation issues such as ensuring reinstatement of interrupted services due to payables issues
  • Keeps up to date with EMEA regulatory requirements impacting P2P and O2C, and leads compliance, leveraging the Global Business Services (GBS) Shared Service Centers (SSC)Partners with End-to-End (E2E) Leads and Performance Management team to identify continuous improvement opportunities and execute upon those opportunities
  • Serves as the liaison between the EMEA customer and the Global Business Services teams for P2P and O2C
  • Co-ordinates and leads various EMEA onsite employee trainings on P2P and O2C policies and technology as required
  • Understands integration within/across the P2P and O2C processes to maintain internal controls
  • Enforces policies and maintains oversight of controls, providing reporting to management
  • Serves as a member of the P2P and O2C E2E operating teams
  • Reviews monthly GBS metrics compiled for areas of responsibility, provides analysis of trends, and recommends remediation plans for areas that are not meeting established service level obligations
  • Manages customer issue escalation processes for P2P and O2C inquiries in line with the GBS interaction model
  • Uses critical thinking to perform root cause analysis of escalated issues and ensures appropriate and timely resolution of issues, including coordination with SSC locations and other FCS functions as necessary
  • Monitors aged transactions dashboard reporting and identifies need for escalation to senior management
  • Ensures team executes all assignments in accordance with established Service Level Agreements (SLAs)Identifies and supports improvements in customer communications and internal escalation processes
  • Participates in special projects as required by the EMEA Financial Controller or P2P/O2C Lead, including but not limited to strategic initiatives and software implementations
  • Interviews, hires, orients, trains, motivates, evaluates, and develops team in conjunction with the EMEA Financial Controller and E2E Lead
  • Manages performance cycle for staff, including but not limited to setting goals, completing performance evaluations, and managing work schedules

Work Experience/Knowledge:

  • Significant accounting experience, preferably in a Customer Relationship Management role;
  • Experience working across O2C and P2P process streams
  • Experience in project & change management
  • Experience with accounting and financial systems, preferably Oracle;
  • Experience in process improvement and application systems implementation
  • Experience working in a shared service center supporting global operations is required
  • Knowledge of Microsoft Office suite

Skills/Other Personal Attributes Required:

  • Knowledge and understanding of Generally Accepted Accounting Principles (GAAP)
  • Understanding of internal control elements; familiarity with Sarbanes-Oxley requirements
  • General understanding of the integration components and impacts across the O2C and P2P processes
  • Strong problem solving and analytical skills
  • Good interpersonal skills
  • Good written and oral communication skills
  • Highly organized
  • Ability to meet strict deadlines and when faced with changing situations
  • Ability to interview, hire, and train employees
  • Excellent customer service skills
  • Ability to plan, assign, and direct work

Formal Education: (minimum requirement to perform job duties)

  • Knowledge of Financial Services Industry preferred
  • Bachelor’s Degree or similar working experience

License/Registration/Certification: (minimum requirement to perform job duties)

Accountancy certification/qualification highly preferred but not required

Working Conditions:

Monthly travel across Continental Europe likely; some international travel required

Apply here


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