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Senior P2P Manager

Senior P2P Manager

ACCA CareersKuala Lumpur, Kuala Lumpur, Malaysia
2 days ago
Job description

Senior P2P Manager – ACCA Careers

Location : Taman Wilayah, Federal Territory of Kuala Lumpur, Malaysia.

Responsibilities

  • Oversee a team of support specialists dedicated to resolving P2P internal / external queries and providing top‑notch customer service.
  • Ensure prioritisation and incoming inquiry and issue assignment to the team based on urgency, complexity and efficiency.
  • Monitor closely and report on team performance metrics, including response time, resolution time and customer satisfaction.
  • Ensure compliance and accuracy by adhering to company policies, industry regulations and compliance standards in P2P processes.
  • Implement and maintain internal controls to prevent fraud, errors and non‑compliance.
  • Coordinate with internal and external auditors to provide required documentation and support for financial audits.
  • Develop and execute a strategic vision for the P2P Support Centre to optimise processes and enhance efficiency.
  • Identify and implement best practices, benchmarks and innovative solutions to enhance P2P process.
  • Recruit, lead, mentor and motivate the team, fostering collaboration, accountability and continuous improvement.
  • Set performance expectations, provide regular feedback and conduct performance evaluations.
  • Establish strong relationships with relevant internal and external stakeholders to ensure timely dispute resolution and effective communication.
  • Address escalated customer issues and complaints, providing effective solutions.
  • Collaborate with various departments, including Finance, Cycles & Procurement, and IT, to ensure seamless integration and alignment of P2P processes and tools.

Key Deliverables

  • Relationship management with vendors & employees while aligning with SLA, quality, in line with local laws & regulations, ASDC practice, Global Core Model and compliance.
  • Positive NPS results (Net Promoter Score) and proven customer centre mindset.
  • Dango controls completion within due time and with appropriate quality.
  • Outstanding workflow management (no long overdue). Align with relevant stakeholder to solve the issue.
  • On‑time escalation of urgent issues to get support and avoid business disruptions such as stoppage of supply or negative impact on Danone reputation.

    • About You

  • Strong knowledge of overall P2P process (including compliance standards), related systems and Continuous Improvement methodology.
  • Proven experience in a similar leadership role within SSC / BPO environment.
  • Excellent knowledge of accounting principles, tax regulations and financial reporting.
  • Stakeholder‑oriented mindset and good interpersonal communication skills.
  • Excellent leadership and team management skills.
  • Strong problem‑solving and analytical abilities, with a proven track record of process improvement and automation.
  • Good organisational skills with an eye for detail and accuracy.
  • Ability to work in a fast‑paced, deadline‑driven environment.
  • 8+ years working experience in Finance SSC or BPO industry, and 4+ years as team manager.
  • Proficiency in both English and Mandarin.

    • Position Details

  • Seniority level : Mid‑Senior level
  • Employment type : Full‑time
  • Job function : Other
  • Industry : Accounting

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    Senior Manager • Kuala Lumpur, Kuala Lumpur, Malaysia