Responsibilities: Team Leadership & Development
- Lead and mentor a team of P2P & AR helpdesk professionals.
- Foster a collaborative and high-performance culture.
- Conduct regular performance reviews and provide coaching.
Operational Management
- Oversee daily P2P & AR helpdesk operations ensuring SLA adherence.
- Monitor ticket volumes, resolution timelines, and quality metrics.
- Implement process improvements to enhance efficiency and accuracy.
Client & Stakeholder Engagement
- Serve as the primary point of contact for client escalations and issue resolution.
- Build strong relationships with internal and external stakeholders.
- Ensure timely and professional communication across all channels.
Process Improvement & Analytics
- Analyze helpdesk data to identify trends, gaps, and opportunities.
- Drive automation and standardization initiatives.
- Prepare and present operational dashboards and reports to leadership.
Compliance & Risk Management
- Ensure adherence to internal controls, policies, and regulatory requirements.
- Support audits and compliance reviews as needed.
