Procure to Pay Front Desk Manager

Compensación: [[salarioMin]]

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GENERAL FUNCTION

The PTP Front Desk Manager leads the North America Finance Contact Center (FCC) and Vendor Statement Review teams, serving as the first line of support for Accounts Payable inquiries from internal stakeholders and suppliers. The role is accountable for timely, accurate responses and end-to-end inquiry management, ensuring every case has clear ownership, proactive follow-up, appropriate escalation, and effective closure.

• This position requires strong Accounts Payable expertise, an exceptional sense of urgency, and a high degree of accountability to improve service responsiveness, resolve recurring issues, and build stakeholder confidence.

MAJOR DUTIES & RESPONSIBILITIES

• Lead daily FCC and Vendor Statement Review operations across the assigned North America scope, establishing clear service standards, priorities, and team coverage.
• Own the inquiry lifecycle from intake, categorization, and assignment through investigation, stakeholder communication, follow-up, escalation, and documented closure.
• Ensure timely, accurate responses to invoice status, payment status, remittance, discrepancies, vendor account, and other AP-related inquiries; prevent unattended or unassigned cases.
• Monitor first-response and resolution service levels, open and aging inquiries, overdue cases, and recurring contacts; drive immediate corrective action when performance falls below expectations.
• Act as the first management escalation point for unresolved or time-sensitive AP inquiries; assess business impact and proactively escalate critical supplier risks before deadlines.
• Coordinate resolution with AP Operations, Cash Banking, Procurement, Vendor Master Data, Accounting, Treasury, and Business Units, while retaining ownership of inquiry follow-up and communication.
• Provide clear, proactive updates to suppliers and internal stakeholders, including case status, outstanding dependencies, next actions, and expected follow-up.
• Oversee vendor statement collection, reconciliation, and exception management; identify missing invoices, unapplied payments, credits, and discrepancies, and coordinate timely resolution.
• Monitor statement review completion, exception aging, and high-risk supplier accounts; identify recurring root causes and implement preventive actions with process owners.
• Establish and review operational KPIs, including first-response SLA, resolution SLA, unanswered inquiries, aging backlog, reopened cases, and statement review completion and aging.
• Analyze ticket trends, recurring defects, and stakeholder feedback to improve routing, knowledge management, self-service, standard operating procedures, and service quality.
• Lead, coach, and hold team members accountable for responsiveness, case quality, ownership, follow-through, productivity, and continuous improvement.
• Ensure adherence to internal controls, confidentiality requirements, and applicable P2P policies; provide transparent performance and risk reporting to P2P leadership.

BASIC QUALIFICATIONS

• Bachelor’s degree in Accounting, Finance, Business Administration, or a related field.
• Minimum 5 years of experience in Accounts Payable, Procure to Pay, or Shared Services operations, including experience leading teams or service delivery.
• Strong end-to-end AP knowledge, including invoice processing, payment cycles, vendor account reconciliation, and issue resolution.
• Experience with SAP or comparable ERP systems and inquiry/ticket management processes.
• Demonstrated accountability, strong sense of urgency, sound judgment, and ability to drive cross-functional issues to closure.
• Proven ability to manage high inquiry volumes, competing priorities, service KPIs, and stakeholder escalations.
• Excellent communication, analytical, problem-solving, people leadership, and stakeholder management skills.
• Fluent in English and Spanish.

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