Accounts Payable Supervisor - Customer Service Support - EY Global Delivery Services

Accounts Payable Supervisor - Customer Service/Support  

Position Summary:

The Accounts Payable Supervisor is focused on delivering exceptional customer service to all stakeholders including EY client service employees, US Finance, the Americas People Team (APT), the Enterprise Support Services (ESS) community and external parties with transactional Finance inquiries. The Supervisor is the point of escalation for urgent matters or for issues that cannot be resolved by the Customer Service Representative. In addition, the Supervisor will work with internal stakeholders to provide awareness of policy and policy education. The Supervisor is responsible for projects identified by Managers, Supervisors and/or US Finance leaders. The Supervisor should have a continuous improvement mindset used to identify and lead projects that implement these improvements.

Supervise an in-bound call center and a centralized mailbox for Finance-related queries in accordance with established department and firm policies, procedures, and Service Level Agreements (SLAs). This includes assisting the manager with tactical planning, monitoring results and established benchmarks, and to meet department goals.

Essential Functions of the Job:

•   Supervise the Call Center Representatives and provide assistances with handling a high volume of inbound phone calls and emails on behalf of our internal partners/employees, external clients, or suppliers •   Provides direct supervision of Representatives to achieve key performance indicators (KPIs) with a focus on quality assurance (QA), schedule adherence, and employee satisfaction

•   Develops and create reports from internal call management system and analyze metrics to make recommendations 

•   Develops Representatives through ongoing coaching, mentoring, and training

•   Provide a positive work environment that fosters teamwork and promotes employee retention

•   Assists with customer escalations via phone or email

•   Develops and inspires a team of customer service representatives

•   Challenges existing processes and approaches; prioritizes and manages the implementation of department initiatives and projects that improve operational efficiency, effectiveness, internal controls, and/or customer service

•   Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent customer service

•   Develop training to ensure the newly hired Representatives are prepared to respond to emails and take calls and determine when the Representative is ready to work independently

•   Creates reports, reviewing Customer Service analytics and KPI metrics to identify Customer Service trends and provide improvement recommendations. 

•   Uses observations made while supervising Representatives and having discussions with stakeholders to improve processes and provide policy related recommendations to leaders and the business.

Analytical/Decision Making Responsibilities:

•   Supporting our internal partners/employees to navigate through our complex finance systems, policies, and procedures

•   Frequently educating our partners/employees on policies and procedures

•   Supporting our partners/employees to have a better user experience with our complex finance systems

•   Challenges existing processes and approaches and drives strategic innovative suggestions

•   Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent customer service

•   Approves operational policies and procedures

•   Approves benchmarks and/or KPI measurement programs

•   Provides leadership in analyzing resolving and determining root causes of complex issues

Knowledge and Skills Requirements:

•   Understands the Firms’ business, organization structure and is a subject matter resource on the operations with other functional departments (including but not limited to Time & Expense, Accounts Payable, General Ledger and Accounts Receivable)

•   Requires advanced knowledge of Finance policies and procedures

•   Advanced proficiency with Firm standard technology including Windows, Excel, Word, Outlook and our financial SAP systems 

•   Case Management tools/tracker, and other Finance related applications (i.e., SAP, Concur)

•   Ability to anticipate clients’ needs based upon trend information and client dialogue, and facilitate enhancements where appropriate

•   Resolves client issues proactive and timely

•   Approve work stream procedures and staff training to minimize disruption of services

•   Effectively prioritizes responsibilities and manages multiple competing priorities

•   Experience and knowledge of change management principles, methodologies, and tools

•   Ability to analyze complex problems and deliver insightful and practical solutions

•   Acute business acumen and understanding of organizational issues and challenges

•   Ability to work in a team and to influence and engage with others 

•   Exceptional communication skills – both written and verbal; excellent active listening skills

•   Flexible and adaptable; able to work in ambiguous situations

•   Prior call center management experience

•   Prior management or work experience in accounting operations such Time & Expense, Accounts Payable, General Ledger and Accounts Receivable

•   Experience in implementing call center best practices, including developing and implementing policies, procedures, service level agreements, and training

Supervision Responsibilities:

•   Performs duties and responsibilities with limited supervision 

•   Trains, develops, mentors and motivates Representatives including setting performance expectations and providing regular ongoing balanced performance feedback

•   Exercises a high degree of independence and autonomy

•   Promotes an environment that encourages effective teamwork and collaboration

•   Manages expectations of customers and approves standards for delivering quality customer service

Other Requirements:

•   Working hours, flexible work arrangements and time off may be limited during specific times due to business demands

•   Responsible for monitoring and approval of all department overtime

•   Limited travel may be required

Job Requirements:

•   High school diploma or equivalent required

•   Bachelor’s degree in finance/accounting strongly preferred

•   Minimum of 3 to 5+ years of Finance experience

•   Minimum of 3+ years of Supervising experience (including remote work environment)

•   100% fluent in English in both written and verbal forms 

•   Specific knowledge of Finance functions preferred, i.e., Expense Audits, Accounts Payable, General Ledger, and Accounts Receivable, etc.

•   SAP and SAP Concur knowledge is beneficial