Senior P2P Manager

We are seeking an experienced Senior P2P Manager, responsible for ensuring timely resolution of operational support requests from both internal and external customers. The role also oversees compliance with P2P processes, with the objective of safeguarding Danone’s reputation and managing relationships with key stakeholders.

Responsibilities:

Internal and External Query Management

Oversee a team of support specialists dedicated to resolving P2P internal / external queries and providing top-notch customer service
Ensure prioritization and incoming inquiry and issue assignment to team based on urgency, complexity and efficiency
Monitor closely and report on team performance metrics, including response time, resolution time, and customer satisfaction
Compliance and accuracy
Ensure adherence 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
Process and technology improvement

Develop and execute a strategic vision for the P2P Support Centre to optimize processes and enhance efficiency
Identify and implement best practices, benchmarks, and innovative solutions to enhance P2P process
Team Leadership

Recruit, lead, mentor, and motivate team, fostering collaboration, accountability and continuous improvement
Set performance expectations, provide regular feedback, and conduct performance evaluations to promote individual and team growth
Communication and stakeholder engagement

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 vendor & employee while align with SLA, Quality, in line with local laws & regulations, ASDC practice, Global Core Model, and compliance
Positive NPS results (Net Promoter Score) and proved customer center mindset
Dango controls completion within due time and with appropriate quality
Outstanding workflow management (no long overdue). Need to align with relevant stakeholder to solve the issue.
On time escalation of urgent issue to get support and avoid business disruptions such as stop supply or any negative impact to Danone reputation