Job Description

About the job

Danone Asia & Service Delivery Centre-Kuala Lumpur is an organization that delivering unparalleled services experiences across

China, North Asia & Oceania (CNAO) and India-South East Asia (ISEA)

geographies with the mission to be the

BEST IN CLASS

by enhancing the experience at every touchpoint, driven by our dedication to quality and innovation to our valued Danoners, customers and suppliers.



We are seeking an experienced

Senior P2P Manager,

responsible for ensuring timely resolution of operational support requests from both internal and external customers. The role also oversees compliance with P2P processes, with the objective of safeguarding Danone's reputation and managing relationships with key stakeholders.





Responsibilities:

Internal and External Query Management

Oversee a team of support specialists dedicated to resolving P2P internal / external queries and providing top-notch customer service Ensure prioritization and incoming inquiry and issue assignment to team based on urgency, complexity and efficiency Monitor closely and report on team performance metrics, including response time, resolution time, and customer satisfaction Compliance and accuracy Ensure adherence to company policies, industry regulations, and compliance standards in P2P processes Implement and maintain internal controls to prevent fraud, errors, and non-compliance Coordinate with internal and external auditors to provide required documentation and support for financial audits

Process and technology improvement

Develop and execute a strategic vision for the P2P Support Centre to optimize processes and enhance efficiency Identify and implement best practices, benchmarks, and innovative solutions to enhance P2P process

Team Leadership

Recruit, lead, mentor, and motivate team, fostering collaboration, accountability and continuous improvement Set performance expectations, provide regular feedback, and conduct performance evaluations to promote individual and team growth

Communication and stakeholder engagement

Establish strong relationships with relevant internal and external stakeholders to ensure timely dispute resolution and effective communication Address escalated customer issues and complaints, providing effective solutions Collaborate with various departments, including Finance, Cycles & Procurement, and IT, to ensure seamless integration and alignment of P2P processes and tools

Key Deliverables

Relationship management with vendor & employee while align with SLA, Quality, in line with local laws & regulations, ASDC practice, Global Core Model, and compliance Positive NPS results (Net Promoter Score) and proved customer center mindset Dango controls completion within due time and with appropriate quality Outstanding workflow management (no long overdue). Need to align with relevant stakeholder to solve the issue. On time escalation of urgent issue to get support and avoid business disruptions such as stop supply or any negative impact to Danone reputation
About you
Strong knowledge of overall P2P process (including compliance standards), related systems and Continuous Improvement methodology Proven experience in a similar leadership role within SSC/ BPO environment Excellent knowledge of accounting principles, tax regulations, and financial reporting Stakeholder oriented mindset and good interpersonal communication skills Excellent leadership and team management skills, Strong problem-solving and analytical abilities, with a proven track record of process improvement and automation Good organizational skills with an eye for detail and accuracy Ability to work in a fast-paced, deadline-driven environment Experience (in years): 8+ year working experience in Finance SSC or BPO industry, 4+ years as team managers Proficiency in both

English and Mandarin

is essential for this role, as it involves frequent communication across diverse teams and stakeholders
About us

We believe in simplification and the power of automation by eliminating the unnecessary and focusing on the essentials, minimizing manual interventions for easier management. Our journey towards excellence is fueled by continuous improvement in leveraging the advancement of technology and data as we constantly refine our processes.



We embrace diversity in our organization. This means giving full and fair consideration to all applicants without attention to race, color, religion, sex, sexual orientation, gender identity, national origin or disability status.



Join the winning team, thrive with us!



Hit the

'Apply'

button and create your profile in the recruitment system by uploading a CV. We will get acquainted with your experience and then we will arrange the selected candidates for an interview.