Senior P2P Manager

Key Responsibilities

• You will play a crucial role in ensuring timely and accurate responses to queries, maintaining high levels of customer satisfaction.
• You will be responsible for identifying and implementing improvements in the query management process to enhance efficiency and effectiveness. You will utilize data analytics to track query trends and identify areas for process improvement.
• You will also be responsible for ensuring all query resolutions comply with company policies and relevant regulations, reporting non-compliance issues to relevant stakeholders, and taking corrective actions as necessary. Additionally, you will maintain accurate records of all queries and resolutions for audit purposes.
• You are responsible for providing training and support to employees on query management processes and tools, developing training materials, conducting workshops to improve query handling skills, and staying updated on best practices in query management to incorporate them into training programs.
• Lastly, you will maintain effective communication with stakeholders to understand their needs and expectations by providing regular updates on query management performance and improvement initiatives, and fostering a collaborative environment to ensure stakeholder satisfaction.

Qualification & Requirements

• Strong knowledge of overall P2P process (including compliance standards), related systems and Continuous Improvement methodology
• Proven experience in a similar leadership role within SSC/ BPO environment
• Excellent knowledge of accounting principles, tax regulations, and financial reporting
• Stakeholder oriented mindset and good interpersonal communication skills
• Excellent leadership and team management skills,
• Strong problem-solving and analytical abilities, with a proven track record of process improvement and automation
• Good organizational skills with an eye for detail and accuracy
• Ability to work in a fast-paced, deadline-driven environment
• Experience (in years) 8+ year working experience in Finance SSC or BPO industry, 4+ years as team managers
• Proficiency in Bahasa Indonesia is mandatory (ie. reading, writing and speaking)

Benefits

No information available.