Global Accounts Payable Manager

Recruiter
Baxter
Location
Kuala Lumpur, Malaysia
Salary
Market-competitive pay and benefits
Posted
05 Oct 2022
Closes
05 Nov 2022
Ref
JR - 082309
Contract type
Permanent
Hours
Full time
Experience level
Manager
Global Accounts Payable Manager

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Summary:

  • Responsible for the Global Customer Services teams and is accountable for driving a culture of service excellence
  • Focus on minimizing the administrative cost whilst ensuring services are delivered to the agreed qualify and ensuring performance is managed at a global level in line with the defined controls and service level agreements

Essential Duties & Responsibilities:

  • Balances the workload between multiple Global Customer Service teams
  • Monitors the quality of responses to the customer and is accountable for setting the appropriate escalation policies
  • Creates and enhances existing Customer Service scripts
  • Plan, organize and define roles for team members to ensure that customer service expectations are met or exceeded
  • Provides leadership, ensuring internal customer and supplier enquiries (e.g., webchat, email, scanned correspondence, etc.) are resolved in a timely manner and a good quality of service is always delivered
  • Works with Shared Service Centre (SSC) personnel and vendors, as well as in-country personnel and vendors to address and resolve issues as they surface
  • Work in partnership with the Invoice Processing Manager to ensure the Invoice Processing workload is effectively distributed across the two functions and the performance of the combined Invoice Processing and Customer Service functions is optimized, to minimize errors and promote straight-through processing principles
  • Define performance metrics (for process, customer, employee and financial value profiles)
  • Identify and present solutions for continuous process improvement
  • Work with Procurement, Finance Management and SSC Management to manage compliance issues
  • Assist in tracking and prioritization of new system requirements
  • Responsible for staff training and education
  • Provide staff coaching and reviews and approve employee performance evaluations for completeness
  • Review and modify Accounts Payable policies and procedures as dictated by market and company changes and/or industry. Review and update SOX documentation to reflect changes in personnel, department practices and systems
  • Assist with testing and approving all related system changes
  • Support vendor and market relations – ever striving to improve

Qualifications:

  • Expertise in Contact Center operations including organization, processes and technologies
  • Operates independently and coaches others in complex, unique, strategic situations
  • Has a broad impact on the organization by demonstrating exceptional expertise in Customer Services and the broader Accounts Payable processes and its associated best practices
  • Ability to contribute strategically
  • Understands change management and human resource issues and has the ability to manage these effectively
  • Excellent communication skills, with the ability to engage effectively with stakeholders from across the organization effectively
  • Excellent customer service skills
  • Ability to plan, assign and direct work
  • Excellent knowledge of financial systems
  • Good analytical and interpersonal skills

Education & Experience:

  • Education
    • Broad training in a related field, usually acquired through a college degree level education in Finance or work-related experience
    • CPA, CMA or equivalent certification preferred
    • Lean Six Sigma Black Belt Certification desirable
    • Knowledge of related Accounts Payable technologies desirable including JDE, Coupa, Concur, Canon OCR
    • Knowledge of Business Process Management (BPM) such as PEGA desirable
  • Experience
    • Minimum seven-years Finance experience with a minimum of five-years management experience across all Accounts Payable processes
    • Four+ year’s experience in a Accounts Payable, Customer Service management role
    • Management experience in a large multi-national organization
    • Internal controls experience
    • Experience in customer service processes and demonstrated experience managing performance through service level agreements and key performance indicators
    • Demonstrated ability to collaborate and drive execution at all levels of the organization on a global basis
    • Demonstrated ability to act as a change agent
    • Knowledge of, and experience in designing, implementing, and maintaining processes and their supporting policies and procedures organization wide

For further information, and to apply, please visit our website via the “Apply” button below.

Candidates must be resident in Malaysia, or have the right to work in Malaysia.

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