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Supervisor, PTP Troubleshooting

2 months ago

Quezon City, National Capital Region, Philippines Thermo Fisher Scientific Full time
Work Schedule
First Shift (Days)
Environmental Conditions
Office
Job Description

How you will make an impact:

Global Business Services based in Manila, the Philippines are seeking a Troubleshooting Supervisor, who is an authority in payments related to Accounts Payable.

We own the Customer Service and Troubleshooting functions, which are responsible for resolving all assigned incoming cases quickly and accurately, demonstrating knowledge of the end-to-end process with utmost focus on customer service, issue resolution to build a great end user experience.

This role provides training, administration and oversight of business processes and contact management systems which serve employees and external partners.

This role also monitors, prepares and/or reviews all periodic statistics and reporting and ensures timely and accurate compliance with schedules and metrics.

They plan their team's work plan and evaluation. Also, handle workload to achieve the company goals through the guidance of the team

They will work with a broad number of external and internal business partners, such as Vendors, Warehouses, Distribution Centers, Product Management, Accounting, Rebate Teams, Compliance & Audit.

The focus is on driving a better process every day in their portfolio, using Thermo Fisher's Accounts Payables system.

What you will do:

  • Ensures team's daily operations compliance through meetings, audits, reports and controls, to ensure that all procedures are followed and established objectives and metrics are met, with special attention and adherence on the Global Fraud Prevention Policy.
  • Allocate of workload to team members in accordance with established objectives.
  • Ensures compliance with departmental and organizational objectives, focusing on operational performance and correct guidance of team members.
  • Reviews and provides support with account reconciliations.
  • Take the lead when customer concerns occur from internal or external clients, ensuring the best possible solution.
  • Provides support when disputes arise in scenarios of greater complexity and criticality.
  • Maintains involvement and communication through telephone, email, chat, or other means with customers involved in the processes.
  • Leads and serves as a point of contact in internal and external audit processes, keeping controls of operating procedures and providing necessary information to auditors.
  • Finds opportunities for optimization and continuous improvement of processes related to the department, suggesting new strategies or standard processes.

How you will get here:
Education

  • University or College degree
Experience

  • 8+ years of experience or Relevant working experience
Knowledge, Skills, Abilities

  • Effective training skills and team building capabilities for rapid ramp-up of functional tasks within area of responsibility.
  • Strong oral and written communication, presentation, conflict resolution skills.
  • Experience leading continuous process improvement projects leading to significant time or bottom line savings.
  • Prior experience of work transition/system implementation a plus
  • High attention to detail and accuracy as data entry is a critical component of role