| Job Information |
Manage Company’s Corporate Sourcing Operations Processing and Customer Service departments, including purchasing and accounts payable activities. Develop and implement control functions, operating standards and policies and procedures to ensure the integrity of the financial data and maximizing corporate cash flows through controlled disbursement of funds. Manage the Processing department in supporting the needs of the Strategic Sourcing group, including utilization of preferred and single source suppliers, contract commodities, account coding, approval authorization, supplier reconcilement and purchase orders. Manage daily functions performed within the Customer Service Department. This included Sr Customer Service Reps and research clerks to answer questions and requests for assistance from suppliers and Company employees in matters relating to the procurement process, invoice payment and expense reports. Provide communication support throughout the approval process. Direct and manage corporate employee training for on-line requisition and expense report system. Manage and direct user acceptance testing projects during system upgrades or enhancements. Direct consolidation projects in regards to accounts payable. Proactively champion change within organization relating to procurement process. Develop and implement control functions, operating standards and policies and procedures to ensure the integrity of the financial data and maximizing corporate cash flows through controlled disbursement of fund. Direct the Customer Service Unit in championing change, resolving problems, responding to internal and external inquiries, special handling and corporate employee training for on-line requisition and expense report system.
DIMENSIONS
- $xxx Billion in purchasing/payment transactions processed annually for all Company business units.
- Direct sourcing consolidation after affiliate acquisition.
- Manage xxx direct reports.
- Corporate-wide support of purchasing processing
- Providing flexible hours to accommodate different time zones.
- Xxxx calls per year
- xxxxx research requests per year.
COMPANY STRATEGIC ELEMENTS/OBJECTIVES
Align operating strategy with Corporate Sourcing Strategies.
- Assist in influencing sourcing-driven change management across Company through processing silos vertically integrated with strategic sourcing portfolio managers
- Monitor and improve performance of the customer service and processing groups by reporting of operating benchmarks and other performance measures.
- Manage and align strategic goals and SLA’s for call center statistics, research requests, invoice tracking and processing workflow to ensure timely resolution, response and optimal resource allocation.
- Manage call service center to ensure consistent Corporate Sourcing communication and client experience.
- Provide training and counseling for customer service and processing staff.
- Direct corporate employee training related to procurement process including Source-to-Pay application and assist in development of Sourcing’s self help web tools.
- Drive continuous improvement throughout processing and customer service departments by implementing industry “best practices”.
CUSTOMERS AND THEIR EXPECTATIONS
- Coordinate with other managers to ensure appropriate coverage and cross training. Support projects/initiatives for Corporate Sourcing.
- Strategic Sourcing expects understanding of business processes within portfolios of spend and accurately and timely process of requests.
- Business Unit Finance expect reports of unusual or unique circumstances; reporting unprocessed or unaccounted for requests; understanding and communication of business processes and timely and accurate information.
- Company Managers and Employees expect accurate and timely processing of requests; expedient issue resolution; prompt response to calls; information to provide enhanced decision support.
- Suppliers expect accurate and timely processing of requests resulting in reduced payment cycle time and expedient issue resolution, prompt response to calls and accurate information.
MAJOR CHALLENGES OF THE JOB
- Balancing a multitude of tasks and projects at once.
- Delegating responsibility to xxx direct reports.
- Understanding the interrelation of all systems, processes and departments involved in the procurement, payment and posting of expenses and purchases throughout Company.
- Dependencies upon various groups both within Corporate Sourcing and Company.
- Overcoming resistance to Company policies.
- Interfacing with many different personalities, managing conflict and handling irate employees of all levels across Company’s xxxx employee base.
- Handle system outages and problems.
- Manage staffing shortages & scheduling conflicts.
DESIRED TECHNICAL/MANAGERIAL CAPABILITIES
Leadership/Managerial
- Ability to communicate at all levels of the organization
- Creative problem solving
- Critical Thinking
- Project Management
- Benchmarking and Analysis
- Detail Oriented
- Strong ability to manage relationships and build teams
- Strong coaching skills for employee development
- Ability to delegate, empower, and motivate
- Deals well with ambiguity
Technical
- Statistical reporting experience required
- Automated call distribution systems experience
- Knowledge and experience in Source-to-Pay and Source-to-Pay applications
- Proficient in Word & Excel required
- Proficient in Access preferred
SCOPE OF RESPONSIBILITIES (INCLUDING SUPERVISORY)
Management/Leadership
- Strategically align performance goals for both processing and customer service departments in regards to Finance balanced scorecard. Establish and monitor operational performance management standards and metrics. Prepare reporting structure for senior management. Recommend and implement change for continuous improvement.
- Develop, document and Implement operating standards, policies and procedures to ensure the integrity of the financial data, maximizing corporate cash flow through controlled disbursement of funds and ensure compliance with internal control and regulatory requirements associated with an accounts payable operation. Provide operational insight into the development of procurement systems and processes, based on extensive knowledge of the procurement business process.
- Manage the customer service department, this includes but isn’t exclusive to: Sourcing Help Desk calls, special handle processing, research requests and invoice approval support within Corporate Sourcing. These areas serve as the information repository for how to procure goods and services corporate-wide and serve as focal point for answering questions and requests for assistance from suppliers and Company employees in matters relating to the procurement process, invoice payment and expense reports.
- Manage corporate-wide processing of purchasing and accounts payable transactions (including travel and entertainment expense reporting processing, audit and policy compliance).
- Manage and coordinate workflow for entry into Company’s Purchasing System for requisitions, purchase orders and payments. Identify and communicate systems issues.
- Support simultaneously the customer service and processing units and drive continuous improvement by implementing industry “best practices” to reduce operating costs. Including collecting, analyzing, and reporting of operating benchmarks and other performance measures. Supervise, manage, coach and develop 20 direct reports.
- Coordinate with other managers to ensure appropriate coverage and cross training within the operation.
Customer Service
- Handle and diffuse difficult customer situations. Communicate to clients regarding problem resolution.
- Liaison with Sourcing Strategists and Lines of Business regarding customer satisfaction of the sourcing process.
Project Management
- Manage and organize user acceptance testing and training projects related to procurement reengineering and/or support system enhancements and upgrades
- Direct consolidation projects in regards to accounts payable. This includes coordinating with Company’s corporate conversion team during process of new affiliate purchase and developing consolidation tasks, managing assignments and directing sourcing training for new employees.
- Direct efforts of project teams or assigned staff within sections of complex projects
- Various internal projects as assigned
Training & Development
- Develop and direct employee training and communications support for new and revised processes and procedures.
- Develop and direct all employee training and communications support for system upgrades relating to the web-based application.
- Direct and manage new acquisition training of Company’s expense policies/procedures and the process and functionality of our e-procurement web site
- Provide training and counseling for customer service and processing staff
Technical / Systems
- Understand the technical foundations and basic language between the operating systems utilized within the Corporate Sourcing Operation Source-to-Pay and other systems enhanced to operate with these systems.
- Report and test problems related to Source-to-Pay application software.
- Monitor and manage the Automated Call Distribution system and implement adjustments to maintain service levels.
DECISION MAKING AUTHORITY
Day-to-day decision making authority in resolving:
- Internal customer issues
- Exception processing
- Implementation of new purchasing-related processes
- Performance management standards
CONTACTS WITHIN/OUTSIDE THE COMPANY
- Suppliers
- Corporate Sourcing Employees
- Business Unit support personnel (including Finance)
- Senior Managers and Executives
COMPETENCIES FOR SUCCESS
- Communications — delivers presentations, fosters open communications, listens to others, speaks effectively, and translates technical material, written communications.
- Interpersonal — answers questions, builds relationships, displays organizational savvy, empowers others, human relations, networking, manages disagreement, negotiations.
- Organizational/Business—innovates, knows the business, staffing, uses technical/functional expertise
- Personal Effectiveness—acts with integrity, demonstrates adaptability, detail orientation, develops oneself, drive for results, personal organization, shows work commitment, stress tolerance.
- Leadership—champions change, coaches and develops, fosters teamwork/leadership, influences others, leads courageously, management execution, motivates others, provides direction, thinks strategically, uses sound judgment, visionary thinking.
- Management—cross-trains, delegates effectively, diversity management, project management, performance measurement/feedback, sets goals.
- Problem-Solving/Decision Making—analyzes issues, decision/solution effectiveness, decisive, follows through, uses financial/quantitative data. Sales/Service – client service, handles difficult clients, needs identification, product knowledge
EDUCATION/SKILLS/EXPERIENCE
4-year college degree—Accounting, Finance or Business Administration/Management. CPA preferred. 5-7 years experience in an operations environment. 2-4 years supervisory experience, Customer Service experience a must. Excellent working knowledge of Microsoft Outlook or equivalent e-mail system. Project management experience, preferred. Source-to-Pay, Financials and Purchasing/AP application experience preferred. Knowledge of word processing and spreadsheet applications.
EQUIPMENT USED
PC, General Office Equipment.
TRAINING REQUIRED
On the job, Source-to-Pay procurement software, Source-to-Pay on-line requisition and expense report software, External training as required.
REPORTING RELATIONSHIP
Reporting to Chief Sourcing Officer.
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