[TY055] - Accounts Payable Supervisor - Customer Service

[TY055] - Accounts Payable Supervisor - Customer Service

Job Description (Shaded areas for Talent use only)
Job Title: Customer Service Supervisor Job Code:
Reports to (Job Title): Customer Service Manager
Position Summary:
(Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)
The Call Center Customer Service Supervisor is focused on delivering exceptional customer service to all stakeholders including EY client service employees, US Finance, the Americas People Team (APT), the Enterprise Support Services (ESS) community and external parties with transactional Finance inquiries. The Supervisor is the point of escalation for urgent matters or for issues that cannot be resolved by the Customer Service Representative.



In addition, the Supervisor will work with internal stakeholders to provide awareness of policy and policy education. The Supervisor is responsible for projects identified by Managers, Supervisors and/or US Finance leaders. The Supervisor should have a continuous improvement mindset used to identify and lead projects that implement these improvements.
Supervise an in-bound call center and a centralized mailbox for Finance-related queries in accordance with established department and firm policies, procedures, and Service Level Agreements (SLAs). This includes assisting the manager with tactical planning, monitoring results and established benchmarks, and to meet department goals.
Essential Functions of the Job:
(Identify and describe essential functions, or primary duties and responsibilities. Each function should describe WHAT is done and the END RESULT/PURPOSE achieved. Assume that the reader does not know the role or function of the job.)
- Provides direct supervision of Representatives to achieve key performance indicators (KPIs)



with a focus on quality assurance (QA), schedule adherence, and employee satisfaction
- Develops and create reports from internal call management system and analyze metrics to make recommendations
- Develops Representatives through ongoing coaching, mentoring, and training
- Provide a positive work environment that fosters teamwork and promotes employee retention
- Develops and inspires a team of customer service representatives
- Challenges existing processes and approaches; prioritizes and manages the implementation of department initiatives and projects that improve operational efficiency, effectiveness, internal controls, and/or customer service
- Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent customer service
- Creates reports,



reviewing Customer Service analytics and KPI metrics to identify Customer Service trends and provide improvement recommendations.
- Uses observations made while supervising Representatives and having discussions with stakeholders to improve processes and provide policy related recommendations to leaders and the business.
- Assist the Manager in data-driven decision-making management approach by preparing reports (PowerBi) and data analysis.
- Assist the Manager by providing innovative process improvement ideas for automation and new technologies adoption.
Analytical/Decision Making Responsibilities:
(Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others. Focus on the nature of existing policies, precedents and procedures used to guide decisions,



and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.)
- Supporting our internal partners/employees to navigate through our complex finance systems, policies, and procedures
- Frequently educating our partners/employees on policies and procedures
- Supporting our partners/employees to have a better user experience with our complex finance systems
- Challenges existing processes and approaches and drives strategic innovative suggestions
- Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent customer service
- Approves operational policies and procedures
- Approves benchmarks and/or KPI measurement programs
- Provides leadership in analyzing resolving and determining root causes of complex issues




Knowledge and Skills Requirements:
(Describe the knowledge or skills needed to perform this job; these may be professional, technical or managerial)
- Requires advanced knowledge of Finance policies and procedures
- Advanced proficiency with Firm standard technology including Windows, Excel, Word, Outlook and our financial SAP systems
- Ability to anticipate clients’ needs based upon trend information and client dialogue, and facilitate enhancements where appropriate
- Resolves client issues proactive and timely
- Approve work stream procedures and staff training to minimize disruption of services
- Effectively prioritizes responsibilities and manages multiple competing priorities
- Experienc

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