View Vacancy - MNL - Invoice Team Lead, C4(L)

Main purpose of job:

To lead operational delivery of the invoice processing service to Posts in Asia Pacific, MENAD, EECAD, SAAD and Africa providing payment services to 141 posts and overseeing the accurate and timely processing of approx 16,000 payments a month on Oracle.

Drive the performance of the team (14 staff), monitoring and enhancing productivity, building a culture of continuous improvement to not only meet, but exceed the service standards set by the Service Level Agreement while working to improve financial compliance across the FCO.

Operational Management

• Lead operational delivery of a “best in class” Invoice processing service ensuring all invoices and NPAs are processed within 24 hours.  
• Identify, develop and deliver solutions to improve invoice transaction processing efficiency by analysing volumes, KPIs, types of invoices and other metrics to identify any weakness and take action to address and improve scores. Report on metrics as required and ensure workload plan is being completed daily.
• Actively manage invoice’s team compliance with financial guidance in particular P2P handbook, Challenge and Escalation procedures and Audit recommendations.   Using performance management, training and changing processes if necessary to ensure compliance.  Provide operational input to the development of new policy relating to this area.
• Actively manage invoice processing error by conducting a 10% accuracy check each month and using this information plus results from PPR audit, incidents and Customer escalations to develop and deliver solutions to reduce the number of transactions requiring re-work
• Actively manage Aging items by analysing weekly all Aging reports developing and delivering solutions to reduce the number of aging items.
• Conduct regularly spot checks of data ensuring all data is stored correctly, weeded regularly and shared according to Data management controls as per Information Management guidance.  Address any non compliance directly with team.
• Alert Head of GTPC to any non compliance to guidance or SLAs/KPIs and customer queries which can’t be resolved explaining what actions have already been attempted and make recommendations for what actions should be taken by senior management to address the problem.
• Act as Hiring Manager for the Invoice team actively conducting workforce planning to ensure positions are filled promptly, leave is evenly distributed and there are no staffing gaps.
• Perform other duties as requested by the Line Manager.

Stakeholder Engagement

• Develop the Customer interface, building the relationship with key contacts at Posts working collaboratively to improve service delivery. Report on operational performance of Post against KPIs in payment area.  Take prompt remedial action to address areas of under-performance, engaging at DHM level if necessary, to highlight any non compliance providing support and guidance to ensure processes are well understood.
• Act as 3rd stage escalation for any customer issues resolving and investigating complex queries as necessary.
• Co-ordinate and meet regularly with other P2P teams to reduce the time spent moving transactions between teams and discuss new initiatives to simplify processes.
• Work closely with colleagues in GTPC MK to ensure processes are aligned enabling and practicing seamless handovers for BCP purposes.
• Work closely with others teams such as HR Payroll Hubs, Procurement, RMD and Strategic Banking on areas of joint concern keeping up-to-date on key initiatives and working together to ensure smooth transitions between teams to minimise processing time and reduce errors.  
• Meet monthly with Customer Engagement team to review feedback received for payments team, analysing survey results and other feedback to looks for ways to improve the service to customers.

Continuous Improvement

• Report to Head of GTPC on any incidents identifying corrective and preventative measures to ensure no similar incidents occur.  Take action to implement preventative measures and ensure team is aware and adhering to any new measures.
• Proactively identify improvements in the invoice processes to drive more efficient and less costly processes while taking into account customer feedback.     Prepare papers for the CSC Board to recommend new processes while identifying and mitigating risk.  Ensure recommendations are consulted and agreed with others affected teams such as Invoice MK s.
• Promote and encourage innovation within the team fostering a positive change culture within the team

Staff Management

• Ensure all staff are managed according to Performance Management guidance with monthly one-on-ones, SMART objectives, timely MTRS and appraisals and complete at least 5 days development a year.
• Ensure all staff are aware of and adhering to financial guidance providing clear instruction and training on any new process while updating staff regularly on outcomes from Incident Management meetings. 
• Maintain staff motivation ensuring staff are recognised and rewarded for accurate and timely processing while dealing quickly to address any performance issues ensuring workload is fairly distributed. 

Learning and Development

• Commit at least 5 days each year for job shadowing, rotations, attending meetings and training

Resources managed (staff and expenditure):

• Lead a team of 13 with direct line management for 1 x B3

• 5 years management experience of managing a large team.
• 5 years of operations experience
• Experience of delivering change in a customer-facing and results oriented environment.
• High level of IT skills with minimum MS Excel to level 2
• Understanding of Purchase to Pay.
• Reporting/anayltic background
• Finance Qualification
• Level of language required: Fluent written and oral English language ability.