Analyst Pay End User Experience Specialist

2 days ago

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

Fluid Solutions Workforce Solutions is seeking a highly skilled Analyst Pay End User Experience to join our Global P2P Operations team. As a key member of our team, you will be responsible for efficiently managing P2P Service desk queries and improving end-user experience.

Key Responsibilities
  • Process Accounts Payable queries via the Service Now platform within agreed Service Level Agreements (SLA) by maintaining E2E ownership
  • Process and posting invoices basis 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 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 basis the request received on the helpline
  • Ensure all queries received on the helpline are resolved timely and accurately
  • Act as one stop shop for E2E P2P queries
  • Assist EU 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 on working in Service Now/ 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 Workforce Solutions is an equal opportunity employer and welcomes diversity in the workplace.

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