Procure to Pay Customer Support and Accounts Payable (AP) Exceptions Manager
Amgen is searching for a Procure to Pay Customer Support and Accounts Payable (AP) Exceptions Manager that will be part of Amgen's Global Procure to Pay organization within Global Business Services. This Manager is based out of the Amgen Capability Center in Tampa, FL.
The Customer Support and AP Exception Manager is responsible for overseeing the internal customer exception team and outsourced BPO provider helpdesk. This Manager is critical to drive customer satisfaction across Amgen business units through optimum utilization of resources and continuous improvement.
Key Responsibilities of this Manager include:
Leading the AP exception and Procure to Pay customer support teams across the US region
Monitors the performance of the BPO in relation to AP exceptions and Customer helpdesk queries and interacts with BPO leadership to make improvements to the service level and support structure
Accountable for driving customer satisfaction through timely and accurate resolution of exceptions
Work with team to continually make updates and improvements to the customer helpdesk and exception management playbooks in accordance with the other Service Owners and Process Owners
Drives decisions related to customer helpdesk and AP exception escalations
Driving optimum resource utilization for Amgen staff as well as outsourced provider
Monitor performance against service level agreements; ensure service level agreements are met
Ensuring that staff can provide correct and consistent answers to customer inquiries
Conduct regular assessment of BPO helpdesk tickets and AP exceptions to derive root causes; develop solutions to continuously improve performance against SLAs
Ensure compliance to internal and external policies, regulations and laws applicable to the function
Master's degree and 2 years of Finance experience
Bachelor's degree and 4 years of Finance experience
Associate's degree and 10 years of Finance experience
High school diploma / GED and 12 years of finance experience
Bachelor's degree in, business, or any other highly quantitative discipline
5 years' experience in Procure to Pay processes
Demonstrated experience interfacing with different stakeholder groups in a multinational corporation
Experience working for a Global corporation
Ability to lead global virtual teams in a dynamic environment
Strong written, verbal communication and inter-personal skills
Intermediate to Advanced level knowledge of office tools e.g. MS Excel/MS Access.
Be customer focused and have a problem solving attitude
Ability to multi-tasking and working with short timelines
Take complete ownership of assigned activities
Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology.
Amgen focuses on areas of high unmet medical need and leverages its expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential.
Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
Website : http://www.amgen.com
Amgen discovers, develops, manufactures, and delivers innovative human therapeutics. A leader in biotechnology since 1980, Amgen was one of the first companies to realize the new science’s promise by bringing safe, effective medicines from lab, to manufacturing plant, to patient. Amgen therapeutics have changed the practice of medicine, helping millions of people around the world in the fight against cancer, kidney disease, rheumatoid arthritis, bone disease, and other serious illnesses.