Highlights:
8.00 – 12.00 Years
6.00 – 12.00 INR (Lacs)/Yearly
Full-time
Bengaluru
Skills
P2P
P2P process
Query Management
Roles & Responsibility
• Lead day-to-day P2P Query Management delivery across Tier 1 and Tier 2 activities, including workload, coverage, response, closure, ageing and customer experience.
• Own adherence to agreed inquiry SLAs and KPIs, including priority classification, first response, resolution, Tier 1 closure, accuracy and escalation performance.
• Ensure one approved query taxonomy, ownership model and routing logic across F&A P2P, Procurement/S&P and other support channels to prevent duplicate or unclear accountability.
• Govern complex escalations and coordinate with Apple process owners, Accounts Payable, Procurement, Tax, Expense, Vendor Management and system-support teams.
• Lead staffing, shift and capacity planning; manage peaks, absences, business continuity and resource readiness against the agreed service window.
• Own operational reviews, ageing analysis, root-cause analysis, corrective actions, knowledge effectiveness and query-deflection opportunities.
• Ensure SOPs, knowledge articles, escalation matrices, quality plans, training and certification remain current and audit ready.
• Coach 3A and 2A resources, manage performance and succession, and maintain the appropriate skill mix for the query complexity profile.
• Oversee transition, cutover, hypercare and steady-state stabilisation and protect contractual boundaries, exclusions and stopped-clock dependencies.
Requirements
• India: Bachelor’s degree in Commerce, Accounting, Finance, Business Administration, Economics or a related discipline; MBA/PGDM, postgraduate finance qualification or relevant professional certification is desirable.
• 8–12 years of progressive P2P / Accounts Payable experience, including 2+ years leading finance helpdesk, query-management or shared-services teams.
• Broad knowledge of AP, invoices, payments, expense reports, requisitions, purchase orders, tax queries, vendor support and finance-service operations.
• Demonstrated capability in client governance, people leadership, SLA/KPI management, risk and issue management, transition and continuous improvement.
• Working knowledge of SAP and case-management / reporting platforms; familiarity with Sonar, Process Director, Approval tools, Tableau or knowledge-management solutions is advantageous.
• Excellent executive communication, stakeholder management, coaching, judgement and commercial awareness.
• Ability to lead a high-volume service operation while distinguishing supplier-controlled activity from Apple-retained approvals, policy and system ownership.
