About the Role
We are seeking an experienced and results-driven Operations Manager – Resolution Team to lead two specialized teams within a global shared services environment: the Invoice Issue Resolution (IIR) Team and the Technical Team (TT). The IIR Team focuses on resolving invoice processing issues — including GR/IR mismatches, Vendor Master Data discrepancies, and Travel & Expense (T&E) processes — while the Technical Team addresses ERP-related technical challenges.
This is a senior leadership role requiring deep functional expertise across Accounts Payable, Purchase-to-Pay, Vendor Master Data, T&E, and ERP systems, combined with strong people leadership and a continuous improvement mindset.
Key Responsibilities
People | Leadership & Capability Building
- Provide strategic leadership to the Invoice Issue Resolution and Technical Teams, fostering a high-performance, accountability-driven culture.
- Coach, mentor, and develop team members, ensuring the right skills, capabilities, and succession plans are in place.
- Conduct performance reviews, set clear objectives, and identify development opportunities aligned with business priorities.
- Promote cross-team collaboration and knowledge sharing to strengthen end-to-end issue resolution capability.
Process | Operational Excellence & Continuous Improvement
- Own and oversee resolution of complex operational issues, including parked and blocked invoices, GR/IR mismatches, and related AP challenges.
- Lead resolution of escalated, high-impact ERP-related issues affecting the Purchase-to-Pay cycle.
- Drive standardization, simplification, and optimization of resolution workflows to improve accuracy, efficiency, and cycle times.
- Identify recurring issues and root causes, partnering with Finance, Procurement, IT, and other stakeholders to design and implement preventive controls.
- Define, track, and report on KPIs, using data-driven insights to drive continuous improvement and service excellence.
- Ensure adherence to company policies, compliance requirements, and operational best practices.
Technology | ERP & Systems Enablement
- Act as a subject matter expert on ERP systems supporting financial operations (e.g., SAP, Oracle), with strong understanding of system integrations and dependencies.
- Oversee technical issue resolution related to invoice processing, purchase orders, vendor data, and T&E within ERP environments.
- Partner with IT and system owners to enhance ERP functionality, improve system usability, and reduce manual workarounds.
- Leverage data, reporting, and system insights to identify trends, mitigate risks, and enable informed decision-making.
Stakeholder Management | Business Partnership
- Serve as the primary point of contact for internal and external stakeholders on issue resolution status, risks, and outcomes.
- Build trusted partnerships across Finance, Procurement, IT, and external vendors to ensure alignment and timely resolution.
- Communicate clearly and proactively, managing expectations and ensuring transparency on progress and dependencies.
What We're Looking For
- Minimum 10 years of experience in operations management within finance, shared services, or ERP-enabled environments.
- Proven experience managing and leading medium to large teams (50+ members), including performance management, coaching, and capability development.
- Deep functional expertise in Purchase-to-Pay processes and ERP systems (e.g., SAP, Oracle).
- Proven track record of resolving complex operational and technical issues and delivering measurable process improvements.
- Strong leadership, communication, and stakeholder management skills.
- Analytical and problem-solving mindset with the ability to translate data into actionable insights.
- Demonstrated ability to operate effectively at both strategic and execution levels.
