AVP - Supply Chain Operations Help Desk & Payment Processing Manager - Chennai

Job Summary:

The Supply Chain Operations Help Desk & Payment Processing Manager provides strategic leadership and oversight for the Help Desk and Payment Processing functions, ensuring efficient and effective support to Citi's internal stakeholders. This role requires deep expertise in Procure-to-Pay (P2P) processes, Goods and Services Tax (GST) regulations, and a proven ability to lead and develop high-performing teams. The Manager is responsible for driving process improvements, implementing best practices, managing stakeholder relationships, and ensuring compliance with internal policies and regulatory requirements.

Key Responsibilities:

• Strategic Leadership: Develop and execute the strategic vision for the Help Desk and Payment Processing functions, aligning with overall organizational goals and objectives. Lead and mentor a team of specialists, fostering a culture of continuous improvement and customer service excellence.
• P2P Expertise and Support: Oversee the delivery of expert support for all P2P processes, including invoice resolution, payment inquiries, and GST reconciliation. Develop and implement standardized procedures and training programs to enhance team knowledge and performance.
• Escalation Management: Develop and implement effective escalation management processes to ensure timely and accurate resolution of complex P2P issues. Provide guidance and support to team members in resolving escalated inquiries and collaborating with relevant stakeholders.
• Process Optimization: Drive continuous improvement initiatives across the Help Desk and Payment Processing functions, identifying and implementing best practices to streamline workflows, reduce resolution times, and enhance customer satisfaction. Develop and monitor key performance indicators (KPIs) to measure and track performance.
• Risk Management and Compliance: Design and implement robust control processes to identify and mitigate risks within the P2P lifecycle. Ensure compliance with internal policies, regulatory requirements, including GST regulations, and audit standards.
• Stakeholder Management: Collaborate effectively with internal and external stakeholders, including vendors, business units, IT, and senior management. Build strong relationships and effectively communicate Help Desk and Payment Processing performance and initiatives.
• Team Development: Mentor, coach, and develop team members, providing opportunities for professional growth and skill enhancement. Conduct performance reviews and provide regular feedback to foster individual and team success.
• Reporting and Analysis: Oversee the preparation and analysis of Help Desk and Payment Processing reports, identifying trends, areas for improvement, and opportunities to enhance service delivery. Present findings and recommendations to senior management.
• Technology Management: Evaluate and recommend new technologies and system enhancements to improve the efficiency and effectiveness of Help Desk and Payment Processing operations. Lead the testing and implementation of approved solutions.

Required Qualifications:

Education:

• Bachelor's degree in Business Administration, Finance, Accounting, or a related field. MBA or Master's degree preferred.
• Chartered Accountant (CA) is preferred

Experience:

• 8+ years of progressive experience in P2P processes, help desk support, payment processing, or a related field.
• Proven track record of leading and developing high-performing teams.
• Experience managing complex projects and driving strategic initiatives.
• Experience working in cross-cultural global teams is a plus.

Skills & Competencies:

• Deep understanding of P2P processes, GST regulations, and related accounting principles.
• Expert-level proficiency in relevant systems and technologies.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to quickly learn and apply new technologies and business processes.
• Strong leadership, mentoring, and team-building skills.
• Results-oriented approach with a strong sense of urgency and ownership.

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