Process Developer - Accounts Payable
- Genpact
- 5 to 11 Yrs
- Kolkata
- 4 years ago
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Job Description
Accounts Payable - Helpdesk Senior Process Associate with English
The Accounts Payable team is part of the Finance Operations pillar which is responsible for executing day-to-day operations (sourcing, procurement, accounts payable, payroll, general ledger accounting, and financial reporting) for our clients. We protect and oversee corporate assets by establishing a control framework and audit environment and ensure those frameworks are implemented and followed. Accounts Payable Associates are ultimately responsible for ensuring vendors are paid within contractual terms; that invoices are processed accurately and paid with appropriate approvals and support. AP Associates will also oversee the travel and expense program to ensure that reimbursements adhere to company policy, paid timely and processed accurately.
Responsibilities
Provide expert guidance to end-users on PR, PO, AP, MDM and T&E process as well as How To type help requests;
Provide assistance to customers end-users on PR, PO, AP, MDM, T&E process issues and stuck transactions;
Perform delegation role on problem transactions according to processes and procedures in place (exceptional ones such as where an approver is absent for a long period or has left the company or is missing).
Provide outbound telephony support in the agreed languages and english where needed.
Redirect queries received but not in scope of helpdesk to other support areas according to agreed procedures (which may in some cases require the helpdesk to raise a technical ticket).
Manage in-scope queries through to resolution and update the ticketing system throughout.
Define SLAs and critical metrics for the helpdesk operations including reporting and escalation responsibilities.
Generate reports and dashboards on helpdesk performance according to above KPIs/SLAs.
Find opportunities for efficiency improvements of helpdesk processes including improved load balancing and FTE reduction over time as well as the use of LEAN methodology and automation where feasible.
Recommend target updates to training or help materials and new training requirements based on high frequency calls to helpdesk (type of call, business areas etc.) with the aim of reducing helpdesk calls and increasing the percentage of self-service.
Implement processes for securing and reporting quantitative and qualitative customer (of helpdesk) satisfaction assessments including regular feedback (post-call), periodic surveys and corrective action plans based on findings.
Maintain helpdesk scripts and standard operating procedures for team to ensure up to date with the latest service requirements and any tool changes/enhancements.
Qualifications we seek in you
Minimum Qualifications:
Good written and verbal English language skills.
Should have good attention to details and self-discipline, possessing the ability to connect the dots.
Demonstrated intellectual curiosity and ownership mentality, displays a willingness to challenge the status quo leading to the creation and implementation of excellent processes.
Demonstrates the ability to think at the goal level (smart, agile, demonstrates common sense).
Interpersonal skills and the capacity to work independently and with a team.
Previous experience in the AP and T&E fields represents an advantage for future applicants.
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Finance / Accounts / TaxFunctional Area: Not ApplicableRole/Responsibilies: Process Developer - Accounts PayableContact Details:
Company: GenpactLocation(s): Kolkata
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Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes primarily for Global Fortune 500 companies. We think...
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