The role of the P2P Expert is to support the P2P Service Delivery Lead- SDL working with internal and external customers regarding P2P processes, issues, metrics, etc. but also working in alliance with the Operations Team in India to resolve with efficiency P2P requests. As Single Point of Contact (SPOC) the Senior analyst will be responsible for the resolution of issues (escalations) monitoring and control of the KPIs, documentation and triage of incidents and other support requests for customers based in various countries. Also this role requires a SAP knowledge and power BI.
Key Responsibilities:
- Provide timely P2P support to customers escalations.
- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
- Weekly KPI´s follow up, to ensure our quality service.
- Provide detailed documentation of all steps involved in resolving customer issues.
- Escalate issues to the appropriate department and personnel.
- Implement continuous improvement initiatives, focusing on user experience, and using technology such Power BI analysis.
- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers, colleagues, and managers.
- Support other members of the team in any appropriate way when needed.
- Ability to have flexible schedule to assist in responding to emergency support issues and situations.
- Connect with back-office teams (invoice processing, payments, vendor master, etc) to solve different cases
- Identify training areas for customers and plan them with the manager.
- Back up of team supervisor (manager)
Basic Qualifications:
- Good level in Microsoft Office – knowledge in Excel (PowerQuery)
- Power BI Knowledge.
- Excellent written and oral communication skills in English
- Excellent analytical and problem-solving skills.
- Excellent customer service orientation.
- Ability to adjust and adapt to situations in a timely manner.
- Motivated self-starter, proactive with initiative to work and learn.
- Ability to multitask and use various tools simultaneously.
- Ability to maintain high standards of work while under reduced supervision.
- Punctual and able to manage time according to service.
- P2P SAP knowledge is required.
Benefits:
- Career at one of the leading global healthcare companies
- Contract of employment
- Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit)
- Life insurance and pension plan
- Private medical package with additional preventive healthcare services for employees and their eligible
- Sports cards (Multisport)
- Possibilities of development within the role and company’s structure
- Personalized learning approach
- Extensive support of work life balance
- Supportive community and integration events
- Modern office with creative rooms, fresh fruits everyday
- Free car and bike parking, locker rooms and showers.
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Uniting science, technology and talent to get ahead of disease together.
GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).
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