Senior P2P Manager

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

About You

Position Details

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