Associate Business Support Specialist

Associate Business Support Specialist

• Opportunity to
  be a part of our Source to Settle team in Malaysia
• Permanent Full-Time position with competitive remuneration and benefits
• Location
  : Selangor, Malaysia
• Eleven (11) Positions
  Available
• Language Requirement: Japanese, Vietnamese, Korean and Mandarin

Our Global Business Solutions (GBS) organization is responsible for the design, governance, and execution of global processes. Within GBS, the Source to Settle (STS) organization ensures that employee purchase orders, supplier invoices, and payments are processed timely and efficiently. The STS process includes Vendor Master Data setup, Supplier Onboarding, Purchasing, Invoicing, Settlements, and the STS Service and Relationship Delivery.

Reporting to the STS Service and Relationship Delivery (SRD) Support Manager, the STS Tier 1 Associate Specialist is accountable for supporting STS related queries for internal and external customers. The role involves actively managing cases and responding to customers via phone.

What You Will Do:

• Being part of a team of STS professionals executing STS SRD Tier 1 processes globally, applying the "Follow the Sun Model'' (wherever there is no language dependency).
• Ensuring tickets are taken care of with utmost quality and in a timely manner (based on the defined SLAs)
• Providing first-in-class customer support through the case management tool (ServiceNow) and telephony system
• Understanding their role in the end-to-end design
• Delivering high-quality service to employees and suppliers to increase customer satisfaction
• Collaborating effectively with SRD Tier 2 analysts as well as all other STS subgroups to ensure a globally consistent approach
• Adhering to the global process design, policies, and compliance requirements
• Raising opportunities and pain points to help inform strategy for continuous improvement opportunities
• Identifying common trends and themes in the support group to identify long-term solutions and reduce the number of cases created
• Working closely with SRD Tier 2 and the Global Governance team on frequent flyers and other areas of opportunity
• Driving adoption and effective use of the ServiceNow platform for documenting and tracking service requests and issues
• Using available ServiceNow dashboards to drive productivity as well as consistency
• Supporting other team members by providing cover when required

What You Must Have:

• With Bachelor's degree in accounting, finance, business administration, or related fields preferred
• At least 1 year demonstrated work experience within a General Accounting and/or Finance Shared Services, customer services, and/or Source to Settle area preferred, but not mandatory
• Business-level fluency (oral and written) in English is a must;
• Additional languages are required. Mandarin, Japanese, Vietnamese, or Korean language (both written and spoken, so you can freely interact with the customers)
• Understanding of STS and surrounding processes
• Strong diligence, problem-solving, and analytical skills are a must
• Excellent communication and interpersonal skills
• Continuous improvement mindset
• Customer-focused and results-driven
• Sense of urgency
• Demonstrates initiative
• Effectively work in a team environment – including sharing knowledge and expertise, and giving and receiving feedback, to enable a high-performing team

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.