Roche Services Americas is one of the Roche Shared Services Centers worldwide providing Finance, Procurement services to various countries in the Americas region.
The P2P Business Support Specialist will be based in San José, Costa Rica and report to P2P Manger. You, as the P2P Business Support Specialist, will be accountable for the procure to pay (P2P) support operations for the Americas SSC in Costa Rica.
Maintain Roche's high standards of service to existing and prospective internal customers and to promote the professional reputation of the Department delivering P2P support activities for Procurement to Pay modules.
As well as related Master Data processes.
Execute the day-to-day activities according to the agreed service level in the P2P business support field and in compliance with the SOPs of the respective business sub-process.
Follow instructions in timely manner regarding daily work coordination
Responsible for managing incoming and ongoing phone calls based on the predefined SLAs and procedures
Contribute continuously to performance improvement of the Shared Service Center
Provide support on system related questions, trainings, consultancy services on existing functionalities of the system for P2P End-users
Provide support primarily by phone and ticketing / e-mail for SAP SRM related queries coming from Indirect Procurement End Users
Create / maintain and follow up on cases / tickets with adequate quality and in timely manner same day when possible -
in order to achieve the best response and end-to-end resolution time
Proceed with role ownership tickets in timely manner according to the guidelines
Responsible for first level issue resolution and being able to make decision on further actions for completing and resolving the upcoming requests and issues.
Liaise between other groups and the business, by reviewing feedback related incidents and sharing the knowledge and instructions with the Requestor on the adequate level
Maintaining SOPs, annexes and training materials for 1st level support.
Prepare and share knowledge base documents in timely manner.
Delivering process training to the end users as needed.
Complete ad-hoc reporting activities, pro-actively practice the available and required tool sets.
Work on the regular and ad-hoc monitoring activities and apply fixes regularly.
Initiate clear email / phone communications with the respective contacts
Maintain Portal notifications in timely manner by following the procedure and involve IT when needed
Contribute to a proper availability planning within the Team by discussing planned holiday / training schedule in advance
Contribute continuously to the implementation of new tasks and responsibilities coming to the SSC
A solid understanding of the procure to pay end to end process.
Strong ability to prioritize and organize work effectively, adhere to tight and established deadlines
Demonstrated communication skills with a focus on customer service
Ensuring high quality of day-to-day activities within SLA and with full compliance of local, corporate and audit requirements
Support the process improvement and best practice implementations
Maintain Excellent Key Performance Indicators and takes care of internal operation improvements
Support the department's operational topics in collaboration with direct reports and peers
Oversees and manages operational and statistical performance indicators.
Experience in supplier relationship management
Basic understand of procurement support
Familiarity with ticketing tools
Good numerical and analytical skills
Good time management (high sense of urgency)
Language : English & Spanish required, Portuguese and / or French a plus
College or University degree in finance, informatics, business administration or economics
1-3 years experience in operational procurement support role.