Expert Opérations P2P

hace 4 semanas

Ciudad de México, Ciudad de México Michelin A tiempo completo

Expert Opérations P2P

REALISATIONS CLES ATTENDUES:
Grâce à sa connaissance des processus et spécificités locales du business, et selon la taille de son périmètre:

- PILOTAGE DE LA PERFORMANCE D'EXECUTION_
- Mesurer et améliorer l'efficacité du processus : Paid on time, tableau de bord des contrats, nombre de "invoices on hold", respect du SLA, KPI hebdomadaires avec Conduent...
- Résoudre les dysfonctionnements du processus pour payer les fournisseurs à l'échéance : pilotage du flux facture en attente (analyser les évolutions, relance aux utilisateurs, proposer les plans d'actions correctifs), pilotage de la relation avec Conduent pour son pays, en correspondance avec le country ambassador Conduent sur les incidents récurrents ou graves pour la création des fournisseurs, la saisie des factures, la gestion de la facturation électronique et le règlement des litiges, participation active aux réunions avec l'Operations Manager de son périmètre
- Promouvoir les bonnes pratiques
- Identifier des améliorations de processus et de solutions SI dans son périmètre (y compris documentation et partage avec le réseau) en lien avec les managers locaux et le Support SI
- QUALITE DES DONNEES ET SUPPORT DE PROXIMITE_
- Assurer le premier niveau de support auprès des utilisateurs d'un pays (formation, aide à la manipulation, rappel de l'utilisation de l'outil): nombre de tickets ouverts liés à une utilisation non appropriée, nombre d'appels, résolution des paiements urgents (demandes de quick payments, demandes de fast tracks, traitement des litiges VMF...)
- Identifier et adresser des problèmes de qualité de données, des problèmes récurrents (taux de problèmes récurrents), et s'assurer de leur résolution
- Animer le réseau, via son réseau de relais locaux
- Etre un point d'entrée dans l'ouverture des tickets et le suivi des incidents avec le support informatique de niveau 1 ou 2 (Help Desk IBM, Plateforme SI), en fonction des procédures de support mises en place,
- Coordonner les utilisateurs pour la gestion d'incidents et la synchronisation avec les équipes zones/centrales.
- PROGRES_
- Participer à la définition des objectifs annuels « Operations » et à l'évolution des KPIs et des objectifs Pays associés
- Contribuer à la création et à l'enrichissement des plans progrès en interagissant avec le Central et le réseau (collègues d'autres Pays)
- RELEASES ET CHANGE MANAGEMENT_
- Fournir des informations précises sur les pratiques et outils associés aux processus dans le cadre des besoins d'évolution (dysfonctionnements, demandes d'évolutions, données quantitatives, etc.
), à la demande des managers Operations P2P zone
- Emettre des demandes d'amélioration locales vers son manager Operations P2P zone, en participant aux cahiers des charges si besoin.
- Coordonner des actions pour garantir une bonne implémentation de la release, y compris participation aux tests de l'outil et aux tâches de reprise de données au besoin
- Former et assurer le change management des utilisateurs (relais locaux, utilisateurs finaux, nouveaux entrants) aux processus et systèmes d'information (outils et releases), en liaison avec le responsable formation (support opérationnel pour l'organisation pratique),
- Maintenir les supports de formation fournis par les équipes projet en langue locale,

Proposer des améliorations des supports de formations sur sollicitation des projets ou du manager Operations P2P zone
- Maintenir la documentation sur les pratiques et outils dans son périmètre d'action (procédures d'utilisation, modes opératoires )
- contribuer à la conduite du changement en portant les messages clés sur les évolutions de pratiques et/ou d'outils liés aux processus.

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