The Procure-to-Pay (P2P) Global Service Delivery Lead is responsible for overseeing the delivery and performance of outsourced procurement and accounts payable operations.
The P2P Global Service Management Functional Lead will support the Global Service Delivery Lead and perform the role of the primary liaison at the sub process level between internal stakeholders and EXL COE Leads. This role ensures that EXL meets service level agreements (SLAs), adheres to compliance standards, and continuously improves the efficiency and effectiveness of the process.
Key Responsibilities
· Service Delivery Management
o Monitor and drive daily operation performance through metrics and feedback channels for lessons learned and improvements.
o Drive the resolution of operational recurring crises, escalations and systemic issues. Determine root cause to prevent reoccurrence. Responsible for guiding sub-process EXL COE Lead/SMEs to suitable resolutions.
o Monitor, align on prioritisation and coordinate required activities to deploy technology fixes and changes for P2P services with EXL service delivery, Group IT and Treasury teams.
o Support the building and maintenance of supplier enablement, master data accuracy and vendor relationships with EXL and collaboration with Business Supplier Owners.
o Monitor and oversee EXLs management of any supplier disputes ensuring clear and timely communication and service recovery.
o Monitor service delivery adherence to internal controls, financial policies and regulatory compliance for Accounts Payable process activities.
· Stakeholder Engagement
o Serve as the central point of contact for EXL service delivery of Accounts Payable processes; facilitate regular issue resolution meetings and manage when required coordination with EXL service delivery, Controllership, Group IT and Treasury teams.
o Responsible for managing sub governance meetings with functional teams (EXL COE Leads) to discuss regular performance review, issue resolution and continuous improvement sessions and feed inputs into management and strategic forums.
· Process Improvement and Transformation
o Proactively identify opportunities for continuous improvement across all P2P services, with a balanced concept of cost efficiency and service effectiveness.
o Track and analyze exceptions to standard processes and raise initiatives to standardize them globally.
o Management of continuous improvement initiatives, operationalizing processes due to technology, operating model enhancements and/or GAAP/Regulatory changes and transition of new volumes and services to EXL.
Including
o Overall project management, process documentation, service delivery team readiness, Service Level Agreements (SLA) and knowledge transfer.
o Responsible for partnering with P2P process owners/SMEs and leads to drive or manage implementation of approved process changes and new services.
o Responsible for partnering with enabling functions when applicable.
o Responsible for communicating outcomes and progress to relevant stakeholders.