Analyst Pay End User Experience – Fluid – Solutions de Talents/Workforce Solutions

Title of the Job: Analyst Pay End User Experience

Location: Montreal, QC

Job Description: Role: Analyst Pay End User Experience (EuX)Lenght : 12 monthsLieu : Montréal, QuébecRequirements:About the roleWe are looking for an Analyst Pay EuX, experienced in Accounts Payable processes to efficiently manage the P2P Service desk queries as well as improve end-user experience. The selected individual will work as part of a global P2P team with the overall ambition of improving P2P service delivery.What the role entailsThis position is an excellent opportunity to join the Global P2P Operations team. This dynamic team plays an integral role in managing and improving the end user experience via the Concierge Helpdesk. Working in a collaborative environment, the team is responsible for ensuring efficient P2P ticket management whilst managing high standard of service delivery and technical know-how.Scope: Your scope will include (but not limited to) below:

• Process Accounts Payable queries via the Service now platform within the 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 yourselfWe 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 vous remercie de l’intérêt que vous portez à cette opportunité. Toutefois, seuls les candidats possédant les compétences requises seront contactés.Fluid souscrit aux principes d’égalité d’accès à l’emploi et d’action positive. Nous accueillons et encourageons la diversité sur notre lieu de travail.Les candidats doivent être qualifiés pour travailler au Canada.

Company Name: Fluid – Solutions de Talents/Workforce Solutions

Salary:

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