Job purpose

To manage the operational activities of the Account Service Helpdesk and ensure all escalations and queries are competently and accurately completed within SLA.

Duties and responsibilities

• Manage all operational activities of the Account Service Helpdesk
• Able to effectively collaborate with teams within and outside the GSC.
• Maintain and review process documentation to ensure they are complete and up to date.
• Able to mentor, coach and provide feedback on both good traits and areas for development of people
• Responsible for the timely closure of all queries and escalations; L2 escalations completed in < 1 day
• Ticket Distribution & FIFO monitoring of requests; Monitoring of Handling Time, Aged Open Tickets
• Monitor Quality Issues & address root cause errors
• Provide feedback & conduct coaching session as part of performance review discussion
• Ensure process documentations are updated as needed
• Escalation of critical issues to manager to help reach a quick resolution
• Ensure business continuity and training of team members
• Lead Brainstorming sessions and nurture process improvement ideas

Qualifications

• University degree or college diploma, preferably in the field of Accounting, Finance, or Business.
• At least 7 years direct work experience in Finance and Accounting, preferably managing Accounts Receivable, Accounts Payable or Billing processes within a multinational, shared service environment.
• At least 5 years’ experience of managing professional teams in a multinational, shared services environment, 3 years of which were spent directly managing at least 5 individuals.
• Strong problem-solving, process root cause and improvement skills.
• Strong written and verbal communication skills.
• Strong stakeholder management skills, able to collaborate well with others and teams to attain an objective.
• Capable Team builder and able to coach and train behavioural development in team members