Our processes cover record to report, purchase to pay and order to cash and we drive AZ’s cash focus through disciplined management of supplier and customer payment terms and practices. GFO HelpDesk is the customer face of Global Financial Operations and currently provides support P2P/T&E global support to over 70,000 internal customers and over 90,000 external (suppliers).
GFO HelpDesk operates globally with support centres in Costa Rica, Kuala Lumpur and Warsaw working closely with our combination of in-house captive and offshored business process outsourcing (BPO). The BPO element has been provided in partnership with our service provider partner Genpact since 2008.
As the successful role holder, you will be a member of the Global Finance Helpdesk Operations team based in Costa Rica and will report to the Global Manager of Finance Operations Support. You will be comfortable working with a team distributed across the Americas, Europe and APAC.
You will have a proven and demonstratable background in managing customer experience in a service environment, ideally gained with a global shared service environment. You are a customer-focused individual who is motivated to drive performance and ensure customer satisfaction within your team, working with back-office team leads to resolve customer queries within SLA to the satisfaction of the customer
By listening to our customers, understanding what they are saying and how they are feeling, you will resolve, or mutually agree the way forward with their complaints that have been escalated to you. You will use your ability to build long term trust and develop relationships with our customers to raise our reputation, drive recommendations and improvements, and deliver future growth.
The role is part of a key function for GFO, serving as a crucial opportunity to turn dissatisfied customers into advocates and identify root cause of the complaint. This insight should be used to improve the customer experience and prevent reoccurrence for other customers. The role will drive the development and implementation of performance measures and management mechanisms to drive service enhancements and seek opportunities to enhance the Helpdesk’s contribution and value to the business.