Senior Requisition to Pay End to End Analyst

hace 4 semanas

Bogotá, Colombia ACCA Careers A tiempo completo

Description

Kenvue is currently recruiting for:

Requisition to Pay (R2P) End to End (E2E) Senior Analyst

The role will be part of the Requisition to Pay (R2P) organization, which provides end-to-end requisition to pay services on enablement solutions to our Operating Companies around the world.

This position reports into LATAM R2P lead and dotted line to global R2P end to end support lead.

Who We Are

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON’S and BAND-AID that you already know and love. Science is our passion; care is our talent. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact the lives of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you Join us in shaping our future – and yours.

What You Will Do

The R2P E2E Senior Analyst plays a crucial role in ensuring efficient and high-quality customer service while resolving inquiries across various communication channels, such as phone calls, emails, and chat. This position demands a deeper focus on process optimization, escalation handling, training, and cross-functional collaboration. The senior analyst will also contribute to strategic initiatives, performance monitoring, and continuous process improvements to enhance operational efficiency.

Key Responsibilities

Customer Support & Advance Issue Resolution

  1. Provide high-level customer support via phone calls, emails, and chat, ensuring professional and timely resolutions.
  2. Promote and assist employees in using self-service options, systems, and tools, educating employees/suppliers on efficient issue resolution methods.
  3. Diagnose and troubleshoot issues, resolving root causes of recurring issues, identifying systemic improvements, and escalating complex problems to higher-level support teams when necessary.

Process Optimization & Strategic Initiatives

  1. Utilize case management system and telephony tools for customer interactions and issue tracking.
  2. Evaluate and enhance operational workflows, implementing best practices for increased efficiency.
  3. Drive cross-functional process improvements, ensuring alignment with corporate standards and compliance.
  4. Analyze customer interactions and service metrics to identify trends and recommend solutions.
  5. Collaborate with stakeholders, IT, and finance teams to streamline procurement and payment processes.

Training & Communication

  1. Apply training programs for new hires and junior analysts, ensuring consistent knowledge transfer.
  2. Maintain clear, concise, and empathetic communication tailored to each employee/supplier's needs.
  3. Work with cross-functional teams to escalate complex cases requiring specialized expertise.

Performance Monitoring & Quality Assurance

  1. Monitor key performance indicators (KPIs), such as service levels, queue management, and agent performance.
  2. Implement and oversee quality control measures to improve response accuracy and resolution times.
  3. Provide actionable insights from data analysis to refine operational strategies.

Qualifications

What We Are Looking For

Required Qualifications

  1. Bachelor’s degree in Business Administration, Engineering, or Accounting.
  2. Conversational Portuguese B2.
  3. 3+ years of experience in Procurement, Finance, or Shared Services, with a focus on R2P Processes.
  4. Strong problem-solving and analytical skills, with the ability to identify process inefficiencies.
  5. A genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction.
  6. Proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations.
  7. Exceptional written and verbal communication skills, exhibiting professionalism in internal and external communications.
  8. Possesses an excellent telephone manner and effectively communicates with clarity, conciseness, and professionalism.
  9. Strong interpersonal skills, fostering effective collaboration as part of a diverse team to achieve common goals.
  10. Flexibility to adapt to changing support requirements and willingness to acquire new skills and knowledge.
  11. Experience handling escalations, process optimization, and stakeholder management.
  12. Proficiency in case management tools and ERP systems (e.g., SNOW, SAP, Ariba, or similar).
  13. Willingness to work in a shift-based schedule, including evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.

Desired Qualifications

  1. Experience in a shared services organization (e.g., Finance, Procurement, or Contact Center).
  2. Intermediate English is considered desirable.
  3. Understanding of shared service and contact center operations.
  4. Experience with service center technologies and processes.
  5. Experience in training delivery and quality assurance is highly desirable.
  6. Strong knowledge of workforce management principles and practices.

What’s In It for You

  1. Competitive Benefit Package.
  2. Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More
  3. Learning & Development Opportunities.
  4. Employee Resource Groups.
  5. This list could vary based on location/region.

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

For further information, and to apply, please visit our website via the “Apply” button below.

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