Shared Services Manager I, Issue Resolution Operations

Role Purpose

• Provide leadership, oversight, and strategy for issue resolution operations
• Drive complex operational process issues to closure
• 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 analyst and coordinators focusing on operational priorities such as:
  • Timely responses to changing business needs (i.e. invoice volume fluctuations)
  • Forecasting and assigning work allocations utilizing S4L, Salesforce, MEs, Workflow in support of achieving daily volume targets and exceed customer expectations
  • System access owner (i.e. approve, audit)
• Develop team talent by identifying opportunities for enhancing skills through training and experiential learning
• Work closely with various departments and key purchase-to-pay stakeholders to streamline processes, improve efficiency, identify operational risks, provide root cause analysis, and make recommendations to process owner’s policies, processes, procedures, technology, training, and communications
• Assist operations in achieving and maintaining compliance with policies, procedures, and standards
• Identifies potential financial risks associated with unresolved issues and proposes strategies for risk mitigation.

Key Responsibilities

• Oversee risk management, process improvements, and stakeholder interactions
• Acts as main point of contact for IRO escalations requiring CSS leadership engagement, conducting root cause analysis for areas within scope, and ensuring completion of the necessary corrective/preventative actions
• Monitors and reports on key performance indicators (KPIs) related to issue resolution
• Performs regular quality checks, audits, and validation of IRO processes and systems to ensure alignment with organizational goals, company policies, and financial regulations
• Collaborates with other departments and teams such as procurement, accounts payable, and finance in support of Finance initiatives
• Engages across geographical regions, with various management levels and business partners 
• Identifies patterns and trends in real time to preempt escalations and urgent issues
• Attracts, leads, mentors, and develops a high-performing team, fostering an environment of continuous improvement and succession planning
• Actively engages in transformation projects (S4) from an operational effectiveness standpoint, taking actions relative to cutover process risks, organizational readiness concerns, control gaps, etc.
• Supports service expansion and global service delivery strategy
• Champions capabilities (PBI, RPA, DAaR, PEx/BPE, etc.) to improve efficiency and effectiveness of processes served

Experiences/Education - Required

• Bachelor’s degree in business administration, Finance, or related field
• Experience working on cross functional teams to solve complex business problems
• 3 or more years of relevant leadership experience in Finance-related operations

• Strong leadership skills with a demonstrated track record of developing successors
• Possesses continuous improvement mindset
• Ability to prioritize work, manage multiple priorities, meet deadlines, and work proactively and independently in a fast-changing environment
• Excellent problem solving, analytical and decision-making skills and exceptional follow through
• Strong organization skills, process rigor, attention to detail, responsiveness
• Ability to work well in a team and independently
• Stakeholder management experience
• 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