P2P Operations Analyst

4 weeks ago

Montreal, Quebec, Canada Fluid - Solutions de TalentsWorkforce Solutions Full time
About the Role

We are seeking a highly skilled P2P Operations Analyst to join our Global P2P Operations team. As a key member of this team, you will play a vital role in managing and improving the end-user experience via the Concierge Helpdesk.

Key Responsibilities
  • Process Accounts Payable queries via the ServiceNow platform within agreed Service Level Agreements (SLA) by maintaining E2E ownership.
  • Process and post invoices based on the query on SAP.
  • Ensure all compliance requirements are followed in the AP process.
  • Support regional queries related to Vendor Master, Expense Management, etc.
  • Communicate with requestor/end user keeping customer satisfaction in mind.
  • Familiar with the E2E P2P Process to resolve escalation internally where and when possible, limiting the amount of time spent and stakeholder involvement in resolution.
  • Perform RCA on escalations/issues to identify gaps and propose sustainable solutions to improve CSAT (Customer Satisfaction) score.
  • Collaborate with multiple teams to provide end-to-end solutions to the end-user as well as identify scope for process improvements.
  • Ensure sound P2P processes are followed, and ticket management is completed in accordance with pre-established process, documentation, and governance requirements.
  • Meet pre-determined Key Performance Indicators (KPIs).
  • Leverage strong process expertise and awareness to drive best practices.
  • Resolve problems with an open mind, viewing them as challenges rather than obstacles.
  • Relationship and stakeholder management at different levels within the organization.
  • Answer inbound calls for customer queries via the concierge helpline.
  • Perform necessary actions based on the request received on the helpline.
  • Ensure all queries received on the helpline are resolved timely and accurately.
  • Act as a one-stop shop for E2E P2P queries.
  • Assist end-users in P2P process familiarization surrounding their query.
  • Act as an advocate for P2P service delivery model service standard.
  • Take accountability for own performance and understand the impacts of behaviors and actions on others.
About You

We are looking for passionate candidates having:

  • Bilingual French/English required where Spanish seen as a strong asset.
  • 2-4 years of work experience in P2P domain with experience in Invoice Processing, Vendor Payments, and Reconciliation processes.
  • Experience working in ServiceNow/RTTMS environment and SAP.
  • Prior experience in customer experience/end-user experience/customer satisfaction roles.
  • A process improvement mindset.
  • Ability to influence stakeholders.
  • Proven experience in delivery of process standardization and implementing best practices.
  • Ability to work in a fast-paced environment and adhere to tight deadlines.
  • Flexibility to support different geographies by working in different shifts.
  • A collaborative approach, ability to work across organizational lines, as a team.
  • Strong exposure to global business environments and global roles.
  • Effective interpersonal and communication skills.
  • Analytical and problem-solving skills.
  • A self-driven, proactive, result-oriented, structured attitude.
  • Excellent proficiency in Microsoft Office products.
  • Willingness to work in different time zones as per business requirements.

Fluid - Solutions de Talents/Workforce Solutions is committed to the principles of equal employment opportunity and affirmative action. We welcome and encourage diversity in our workplace.

Candidates must be qualified to work in Canada.

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