TheTravel & Expense Operations Manager will be responsible for the day-to-dayTravel & Expense processing activities and management of 12-
15 associatesfor Americas Region. The role will provide an oversight of the expensereimbursement operations including service delivery, operational effectiveness,business process review, continuous improvement activities and staff coachingand development.
This position will be responsible for delivering efficiencies,creating value, and delivering customer service for Americas T&E end-
users;overseeing user support and compliance audit team to meet service levelagreements and accurate work completion; preparing complex analyzes andbusiness cases, implementing approved initiatives, ensuring integrity ofsystems and data that impact day-
to-day operations, acting as the primary pointof contact for escalations, and additional leadership support as by seniormanagement.
The Travel & Expense Service Manager will foster a teamenvironment and a strong service culture that ensures delivery of timely, qualityservices to internal customers and meets service level agreements.
Essential Duties and Responsibilities
Manages a teamof non-exempt employees responsible for operational work activities forAmericas region such as expense administration (e.
g. expense reporting andreimbursement), payment exception resolution, credit balance refunds, employeevendor master maintenance, and auditing.
Develops and manages staff to assurehigh productivity, job satisfaction and personal development.
Work closelywith direct reports to both train and mentor their development. This includesboth maintaining and monitoring KPI’s to ensure associates are performing toexpectations.
Support externaland internal audit activities related to travel and corporate card processes,including coordination with Internal / External Audit.
Interact withShared Services leadership and functional leadership to resolve issues of ahighly confidential or sensitive nature.
Demonstratesforesight to anticipate problems and delivers solutions; determine anappropriate course of action for resolving issues based on data.
Reducingfinancial risk through personal use and fraud detection.
Driving businessimprovements related to travel and expense systems.
Identify,participate in and project manage productivity improvement projects to enhanceprocesses and provide cost savings.
Assist with allmigration projects including carve-ins, carve-outs and ERP transitions.
Strong customerservice and teamwork skills, quality and change orientation with initiative anda strong drive for continuous process improvement and eagerness to develop.
Support onshoreT&E Management team as needed and perform various other duties and specialprojects in support of the department as required.
Participate inthe development and maintenance of departmental tools utilized by local andremote users.
Act as aresource to the team to assist with complex transactions, escalated issues, andcustomer requests.
Supports thedevelopment of programs and projects to fulfill departmental requirementsincluding, but not limited to, such items as alternate approaches, financialjustification, best practices, state-
of-the-art equipment selection, programplans, vendor contract negotiations, project management, etc.
Participate inmonitoring team performance regards to productivity, quality case audits,financial and physical resources, and performance statistics to ensure adequacyof department efforts and develop corrective actions as required.
Participate inimplementing service level agreements (productivity standards) and monitoringto ensure Shared Services objectives and service targets are met and supportthe needs of the business.
Daily contactfor support related to complex research and evaluation of issues and problemresolution. Performs root cause and solution analysis and carry outimplementation of process improvements.
Support thedevelopment and maintenance of procedures / processes to ensure adherence tosecurity policies, domestic and international standards, government regulations,and legal requirements.
Strong English / Spanish communication skills, both verbal and written.
Bachelor's Degree in Accounting, Finance, or Business; MBA or equivalent.
Strong ability to interact effectively and influence at all levels of the organization.
Demonstrated experience partnering with key stakeholders.
Experience leading / implementing process improvements.
Knowledge of SAP and other ERP systems preferred.
Strong leadership, management and team building skills.
Previous management experience required.
Be a problem-solver, not just reactionary, but a proactive force in effectively identifying problems, suggesting and implementing solutions and process improvements.
Excellent organization and time management skills.
Typically 5 years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.
Experience in continuous improvement, including technology upgrades and implementation.
Demonstrated understanding and application of supervisory approaches for work direction, motivation, performance management, and disciplinary action.
Demonstrated capacity for leading change management effort.
Demonstrated knowledge of quality support.
Ability to apply documented rules, past practices, or instruction on an independent level.
Demonstrated ability to identify problems as they occur, taking appropriate steps to solve them in situations where the problem is difficult or complex.
Provide general guidance to others and train lower level employees.
Excellent people skills and sensitivity to intercultural issues.
Excellent verbal and written communication skills.
10% travel required in this role.
Job ID : 105652
Organization : Human Resources
Experience Level : Experienced Professional
Job Type : Full-time