Job Description Summary
Reporting to Energy ERP Transformation & Run Leader, this role is responsible for driving best-in-class customer support services to resolve payment issues on behalf of internal and external stakeholders.
Single point of contact for a region / business for payment related issues, responsible for coordinating issue resolution across functions within expected SLA’s.
Build partnerships with upstream and downstream stakeholders to establish shared accountability in order to continuously improve payments process performance and quality.
Influence run teams to ensure best-in-class processes to sustain superior customer service.
Leverage ERP expertise to guide payment team members in completing root cause analysis and developing effective countermeasures to problems.
Commitment to a LEAN culture that facilitates risk mitigation and operational efficiency to meet customer expectations for SLA’s and Quality and to meet productivity goals.
Leverage lean tools to continuously improve processes to eliminate defects. Exhibit the GE behaviors of humility, transparency and focus.
Lead Daily Management meetings on Payment Issues. Drive and report out on KPI’s.
In collaboration with ERP Payments Leader & Program & Governance Leader, identify and support strategic projects to reduce payment failures and improve customer service.
Manage and escalate critical system and bank production issues requiring interface with Bank, IT and Product Management leaders to ensure timely resolution and contingency planning.
Ensure accountability for issue resolution & SOD; review and approve payment requests as needed
Qualification / Requirements
Bachelor's degree in business administration, finance, accounting, or related area.
Minimum of 5 years of financial services experience or S2P / treasury / payments experience
Minimum of 2 years experience leading a team or as an individual contributor in a problem-solving role
Strong written and verbal communication skills / bilingual (English / Spanish)
English resume preferred
Knowledge of SAP and Oracle ERP’s. Other ERP’s a plus.
Broad understanding of banking networks, payment systems, collections, disbursements, FX, pooling / concentration, S2P processes.
Experience working in global business environment with a sound understanding of global process and transactional flows.
LEAN experience a plus.
Strong analytical and problem-solving skills and proven ability to coach teams to do the same.
Strong influencing skills across business functions and with external partners. Effective written and verbal communicator.
Strong organizational skills ability to effectively manage multiple tasks simultaneously in fast-paced environment.
Adaptable / flexible : open to change in response to new information, different or unexpected circumstances.
Able to work in ambiguous situations.
Experienced in a matrix and global environment preferred.
Relocation Assistance Provided : No