View Vacancy - MNL - Invoice Deputy Team Lead, B3(L)

Main purpose of job:

To support the operational delivery of the invoice processing service to Posts in Asia Pacific, MENAD, EECAD, SAAD and Africa providing payment services to 134 posts and overseeing the accurate and timely processing of approx 16,000 payments a month on Oracle.

Manage the day to day operations of the team encouraging 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

• Manage the operational delivery of a “best in class” Invoice processing service ensuring all invoices and NPAs are processed within 24 hours.
• Plan daily workload of team taking into account NPAs, Bank Amendment forms and clean up requests from other steams.   Monitor process against plan regularly ensuring work is fairly distributed amongst staff and work is completed before the end of the day
• Check all relevant trackers daily, building information from trackers into team’s daily workplan and ensuring all actions from trackers are completed daily.
• Deliver solutions to improve invoice transaction processing efficiency reporting on metrics as required.
• Check all transactions at the end of the day to ensure that all invoices submitted have been processed.  Keep track of how many invoices received, rejected, put on hold and validated daily and investigate any discrepancies. 
• Oversee management of regional inboxes ensuring all emails are processed promptly and mailboxes are being managed to a standard process.
• Manage compliance to standard processes ensuring that any deviations from process are quickly identified, resolved or escalated if necessary and monitored to reduce risk.  Check and complete process maps to ensure all process are documented.
• Monitor invoice’s team compliance with financial guidance in particular P2P handbook, Challenge and Escalation procedures and Audit recommendations dealing with any performance issues directly.   Make recommendations to Invoice Team Lead if any non compliance is identified due to poor processes or gaps in overall training.   
• Manage the personal data of invoice team 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 Invoice Lead 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 to address the problem.
• Deal promptly with any Incidents according to Incident Guidance ensuring new processes (to prevent reoccurrence) are robustly adopted.
• Perform other duties as requested by the Line Manager
• Provide cover for Head of Team in their absence.

Stakeholder Management.

• Act as 2nd stage escalation for any customer issues resolving and investigating queries as necessary.
• Act as 2nd point of contact for any escalations form the Customer Engagement Team ensuring responses are provided within SLA. 
• Co-ordinate closely with P2P teams to ensure no transactions are missed between the teams and passed quickly from one team to another.  Build relationships to increase understanding of invoice processes. 
• Build relationships with others teams such as HR Payroll Hubs, Procurement, RMD and Strategic Banking working together to ensure smooth transitions between teams to minimise processing time and reduce errors.  

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):

• Direct line management for 4 x A2

• 2 years management experience of managing a large team.
• 4 years of operations experience
• High level of IT skills with minimum MS Excel to level 2
• Understanding of Purchase to Pay.
• Finance Qualification
• Level of language required: Fluent written and oral English language ability.