AP Helpdesk - Senior Process Associate - English
Bucuresti, Romania
6 zile în urmă


  • Provide expert guidance to end-users on PR, PO, AP, MDM and T&E process as well as 'How To' type help requests;
  • Provide assistance to customer's end-users on PR, PO, AP, MDM, T&E process issues and 'stuck' transactions;
  • Perform delegation role on problem transactions according to processes and procedures in place (exceptional ones such as where an approver is absent for a long period or has left the company or is missing).
  • Provide outbound telephony support in the agreed languages and english where needed.
  • Redirect queries received but not in scope of helpdesk to other support areas according to agreed procedures (which may in some cases require the helpdesk to raise a technical ticket).
  • Manage in-scope queries through to resolution and update the ticketing system throughout.
  • Define SLAs and critical metrics for the helpdesk operations including reporting and escalation responsibilities.
  • Generate reports and dashboards on helpdesk performance according to above KPIs / SLAs.
  • Find opportunities for efficiency improvements of helpdesk processes including improved load balancing and FTE reduction over time as well as the use of LEAN methodology and automation where feasible.
  • Recommend target updates to training or help materials and new training requirements based on high frequency calls to helpdesk (type of call, business areas etc.
  • with the aim of reducing helpdesk calls and increasing the percentage of self-service.

  • Implement processes for securing and reporting quantitative and qualitative customer (of helpdesk) satisfaction assessments including regular feedback (post-call), periodic surveys and corrective action plans based on findings.
  • Maintain helpdesk scripts and standard operating procedures for team to ensure up to date with the latest service requirements and any tool changes / enhancements.
  • Qualifications we seek in you!

    Minimum Qualifications :

  • Very good written and verbal English Language skills, C1.
  • Good written and verbal English language skills.
  • Should have good attention to details and self-discipline, possessing the ability to connect the dots.
  • Demonstrated intellectual curiosity and ownership mentality, displays a willingness to challenge the status quo leading to the creation and implementation of excellent processes.
  • Demonstrates the ability to think at the goal level (smart, agile, demonstrates common sense).
  • Interpersonal skills and the capacity to work independently and with a team.
  • Previous experience in the AP and T&E fields represents an advantage for future applicants.
  • What can we offer?

  • Attractive salary;
  • Stable job offers - employment contract
  • Work in a multicultural and diverse environment with employees from over 30 countries
  • Genpact supports professional trainings and great career development opportunities
  • Free access to our award-winning learning platform
  • Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts
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