Resolution Center Supervisor (STS)
Merck Sharp & Dohme Corp
San José, CR
hace 9 días


MSD's Business Service Centers (BSC), located across three regions (Americas, Europe, and Asia), are responsible for the timely and efficient delivery of standardized, global financial processes.

The BSC Americas in San Jose, Costa Rica will be responsible for the execution and delivery of a broad range of financial services and processes across MSD business divisions and markets for the Americas region.

The Resolution Center Supervisor is in charge of handling & resolving escalations received (internal and external), ensuring the internal controls are being applied, follow up with market's requirements, propose and execute process improvement projects, and work with the team in order to maintain a good performance within the department.

Main Responsibilities :

  • Achieve required accuracy on all defined KPIs and SLAs.
  • Manage escalations received from internal & external stakeholders.
  • Process improvement & root cause analysis to issues encountered in any of the processes.
  • Lead and participate in projects requested by management.
  • Perform monthly 1 : 1 sessions with the team members.
  • Coordinate the workload distribution among the team.
  • Required :

    Bachelor’s Degree in Business Administration, Accounting, Finance

    ERP system experience and competency (SAP required)

    Business Level fluency (oral and written) in Spanish and English languages (Portuguese is a plus)

    Minimum 4 years of experience in a finance or accounting department of a multinational company

    Minimum of 3 years of experience Leading AP processes and teams

    Advanced PC skills (MS Excel, Word, Power Point).

    Problem solving and analytical skills with a proactive management style to implement new processes. Strong customer service and collaboration mind-set.

    Works effectively in a fast-paced, dynamic environment, under pressure and with a high degree of professionalism

    Problem solving and analytical skills with a proactive management style to implement new processes.

    Preferred :

    Business Level fluency in Portuguese

    Pharmaceutical Industry experience

    Our employees are the key to our company’s success. We demonstrate our commitment to our employees by offering a competitive and valuable rewards program.

    Our Company’s benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives.

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