Shared Services Analyst I/Team lead, Issue Resolution Operations

Role Purpose

• Provide daily operational and functional support through customer engagement and issue resolution
• Support driving complex operational process issues to closure
• Investigate and identify root-cause issues for issues self-identified or highlighted by customers
• Engage across the CSS service portfolio to proactively understand and meet customer needs
• Build cross stream knowledge across the CSS service portfolio
• Build and maintain the engagement with EMEA data entry team and Issue Resolution Operations
  • Liaison for escalation and process improvements between EMEA and NA regions
• Lead team of IRO coordinators focusing on operational priorities such as:
  • Timely responses to changing business needs (i.e. invoice volume fluctuations)
  • Forecasting and assigning work allocations (i.e. S4L, Salesforce, MEs, Workflow) in support of achieving daily volume targets
  • Oversee team calendar and mailbox (i.e. phone coverage/out of office)
  • Main POC for Finesse and CUIC reporting responsibilities
• Support the development of team talent by identifying opportunities for enhancing skills through training and experiential learning
• Main POC for customer/supplier escalations tied to calls, emails, Salesforce cases etc. that require triaging within IRO/RTP/DE/OTC/HTR/CTR

Key Responsibilities

• Lead team of IRO coordinators ensuring operational support coverage
• Establish daily work allocation goals
• Ensure the timely reporting of metrics
• Represent IRO as primary project receiver and coordinating support with team as necessary
• Supports complex operational processes
• Provides support for inquires, issues, and requests from assigned areas
• Assists operations in achieving and maintaining compliance with policies, procedures, and standards
• Supports CSS Operations and appropriate functional groups with solutions to problematic areas and operational need by identifying root cause of issues and applying corrective/preventative actions
• Match Exceptions management and customer facing issue resolution
• Phone line coverage
  • Answer phone lines according to assigned schedules
  • Build competency in Knowledge Management to appropriately respond to customer inquiries/needs
  • Create and update Knowledge Base Articles in a controlled approach as new information becomes available
• Case Management/ Root cause analysis/escalations
• Demonstrates process control and process discipline
• Ability to propose and implement solutions for routine problems with little direction from Manager
• Champions capabilities (PBI, RPA, DAaR, PEx/BPE, etc.) to improve efficiency and effectiveness of processes served
• Supports service expansion and global service delivery strategy
• Ad hoc support across all service areas

Experiences/Education - Required

• Bachelor’s degree in business administration, Finance, or related field
• Experience working on cross functional teams to solve complex business problems
• 2 or more years of relevant experience in Finance-related operations
• Excellent problem solving, analytical and decision-making skills and exceptional follow through
• Possesses continuous improvement mindset
• Ability to prioritize work, manage multiple priorities, meet deadlines, and work proactively and independently in a fast-changing environment
• Strong organization skills, process rigor, attention to detail, responsiveness
• Ability to work well in a team and independently
• Proficient with Microsoft Office products including Word, Excel, Power Point 
• Strong communication skills (written, verbal) in both English and Spanish

Desired & Soft Skills

• Working experience with PeopleSoft, SAP, Salesforce
• Performance Excellence knowledge (Six Sigma, lean processes)
• Proactive and confident, with the ability to influence others 
• Possesses strong communication skills including ability to communicate effectively across various levels of the organization
• Highly collaborative

Travel Requirements: <5% domestic/international travel possible; depending on business need