IBM BTO BCS in Cracow is one of the leading international companies providing business process support services. In our center we are providing accounting and financial services to foreign customers in three core processes: Accounts Payables, Accounts Receivable and General Ledger.
Work location: Cracow
P2P Operations Manager is a role designed to manage the VMD Operations and Global Help Desk activities for the in-scope geographies where the ultimate purpose is to deliver excellent service to employees and vendors to the defined service levels and deadlines. Also to support Client’s employees’ queries related to P2P. To achieve this P2P OM will be required to liaise and collaborate with various stakeholders and be the prime focal point for P2P operations management.
On top of seamless operations the P2P Operations Manager is expected to play a key role in collaborating with teams in Manila and Bangalore as well as in effective search for process improvement and process standardization opportunities, project sizing and implementation.
This role involves managing of team of 15+ people and reports to Help Desk & VMD Global Operations Manager (GOM) within IBM organization.
Scope of responsibilities
- Establish and maintain efficient and productive working relationship with client and other stakeholders vital for seamless delivery
- Prepare and give status of HD & VMD operations on request and periodically through pre-defined governance process
- Cooperate with Bangalore and Manila team on daily basis
- Oversee solving of tickets and answering queries - evaluate impact of identified process issues, bring them to client attention on time
- Ensure that ad-hoc and infrequent tasks are initiated and completed always on time
- Monitor SL/KM attainment (intra-month wherever applicable) and initiate corrective action immediately if required
- Initiate Root Cause Analysis in case of error or omission, ensure completion of containment and corrective actions.
- Ensure high control posture of operations team
- Promote the use of and support the creation of rich, usable and up-to-date process documentation
- Promote process change ideas from the team, provide initial evaluation with cooperation
- Suggest and advocate for process improvement and standardization ideas
- Collaborate within project team; offer subject matter support, consultative guidance on the project impact on operations; support by making operations teams resource available for the projects
- Ensure team size and structure is adequate, scalable, with potential to absorb and accommodate additional projects, momentary workload increases and unexpected absences as well as team attrition
- Initiate discussion on additional staffing and take administrative action to staff the team on time
- Ensure timely and comprehensive communication through regular team and 1:1 meeting; drive good team spirit
- Lead and motivate team by committing time to team development through coaching and mentoring
- Conduct new joiner onboarding and monitor the training /knowledge transfer execution, flag potential risks to GOM and Site Lead with proactive actions.
- Establish structure to effectively support all people management and admin tasks including but not limited to: labour claim, holidays, training and development, team goals and appraisal, compensation etc.
- Be the stand-in for P2P Global Operations Manager (GOM)
- Background: business, preferably finance and accounting
- At least 5 year experience in P2P operations
- At least 3 year experience at independent P2P team/people/process manager position
- Experienced in driving groups to work in a service oriented customer focused environment
- Demonstrated exceptional interpersonal, communication and influencing skills
- Able to synthesize, prioritize and drive results with a high sense of urgency
- Fast learner - expected to comprehend large amount of highly variable data and process details
- Excellent analytical skills - ability to process large amount of data from miscellaneous sources to support well informed decision
- Ability to view process holistically to support strategic idea generation as well as process standardization efforts
- Able to generate process improvement ideas; proven record of process improvements or automatisation, preferably in P2P area
- Outstanding work organization, prioritization and ability to work under high time pressure to deliver to tight deadlines
- Experience in working with global teams in multicultural enviroment
- Fluent command of English
- Readiness to work flexible hours to attend calls with client in the different times zones