Requisition to Pay Anayst

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Associate Experience LATAM

The Associate Experience LATAM with the User & Employee Satisfaction lead being the single point of contact (SPOC) for interactions between the Wipro AskGS team RM team Sourcing Support Areas and requestors/business. The main task will consist in focusing on increasing the user/employee satisfaction ensuring AskGS/GSP teams are updated with necessary process changes and ensuring availability of all necessary documentation and materials to provide high level team will be responsible for the E2E NPS metric.

The Associate Experience LATAM will be responsible for ensuring a seamless experience for the requestor/business partners/employees when using AskGS to address questions related to Requisition Payment Sourcing services by coordinating the process/interactions with whom they correspond to solve and provide a timely clear and appropriate response.

The Associate Experience LATAM will be responsible for transitioning new activities to the AskGS team monitoring performance and working on providing continuous improvements. It will support Regional and/or Global initiatives ensuring flawless execution. Associate Experience LATAM will participate on regional and global projects and will be in interaction with global network of AskGS teams as well as serve as a training liaison for GSP LATAM.

Compiles data for managerial reports as required. It supports the analysis and interpretation of results and suggest changes or improvement based on data. It monitors and facilitates month-end and year end close activities.

You will work together with leadership focusing on improving the Employee Experience encouraging PEX employee engagement focusing on creating a great working environment for the area to get the most out of our teams. Employee experience will help to define PEX culture based on employee experience and feedback. You will also work in meaningful changes/activities in areas that can create consistently good employee experiences.

Major Duties & Responsibilities

Talent Management

Manage the training and development of organizational talent

Conduct talent and organization analyses assess change impacts and support change management integration activities

Create and manage training plans talent development initiatives communication plans and succession planning activities

BPO Management

Have a high level of knowledge related to the end-to-end requisition to pay process to collaborate with internal and external stakeholders to develop strategy and improve processes

Manage and monitor the performance of the team and define improvements

Participate and lead regular calls with AskGS

Participate in global AskGS/PEX/GS process meetings

Manage and review theregular checks of AskGS teams (audits)

Manage the escalation points for aging and escalated cases and determine root cause and trending

Receive analyze and resolve procurement process inquiries and disputes

Map and define processes if necessary

Create scripts/process documentation and training materials

Document process and training and ensure appropriate knowledge transfer within the GSP AskGs teams

Work with the different areas to ensure issue resolution

Work with IT to make root analysis and solve issues in a timely manner

Support data and analytic requests related to AskGS performance for GS leadership

Define a culture of continuous improvement and implement projects with a regional/global focus on improving customer service levels and customer perception of the AskGS team and Global Services

Identify / Develop best practices & leverage across affiliates to ensure effective & efficient deployment of standard processes within affiliates

Gather and analyze AskGs processes and service performance data perform root cause analysis use benchmark data and best practices to identify opportunities for improvements.

Track & report benefits achieved

Ensure appropriate Change management and Communications are implemented in any initiative

Customer & Employee Experience

Support Lead customer service recovery initiatives in partnership with AskGS and PEX

Focus on increasing satisfaction surveys results

Work constantly on collecting user feedback and work on improvements

Implement framework to identify and target user experience improvement opportunities

Define training program for GSP areas and User/GSP teams and stakeholders to ensure align and flawless process and experience

Support and provide ideas to develop a new Employee experience program

Create and ensure a proper onboarding new employees and refresh programs

Collaborate with the companys internal stakeholders so thatorganizational policiesare effective and correctly carried out.

Support leadership to help define the PEX culture based on employees experiences and feedback

Support changes/activities in areas that can create consistently good employee experiences.

Define data collection approach collect and review data evaluate progress against targets and update ongoing performance metrics reporting

GSP Business Partnering and Stakeholder Management

Ensure connection to stakeholders to ensure appropriate service is provided.

Connect with key stakeholders to ensure alignment identify main requirement needs and work to identify improvement initiatives.

Support the escalations related to PEX and AskGS Organization and Support Functions for any Local Regional and Global project.

Ensure opportunities in the E2E process are solved and appropriate visibility is provided

Create SLA with Support areas (taxes Finance IT etc) to ensure that GSP can provide appropriate response.

Connect with customers at various levels to keep a finger on the pulse to quickly spot service issues process inefficiencies compliance risks etc.

Required Skills:

Preferred Skills: