Job Title Lead the triage and assignment of escalated or high-priority tickets, ensuring timely resolution and appropriate ownership across the team. Provide daily visibility to management on all critical open cases, while actively monitoring ticket queues and workflows to guarantee balanced distribution and strict compliance with SLAs. Issue Resolution/Controls: - Serve as the primary contact for urgent payment concerns, high-risk business issues, or escalations from key stakeholders. - Analyze the root causes of frequent or impactful incidents and communicate structural weaknesses to the relevant process owners. - Ensure that all critical case resolutions are documented clearly, remain traceable, and meet internal audit and compliance requirements. Team Support: - Work closely with Payments, Invoice Processing, and Vendor Master Data teams to implement swift, collaborative solutions. - Facilitate recurring team meetings to align on case priorities, share updates, and exchange key learnings. - Guide Help Desk staff on how to handle escalations, implement preventive measures, and maintain professional communication standards. - Recommend tool improvements and process changes informed by recurring trends identified through frontline case handling. We are looking for a skilled and experienced professional with strong knowledge of payment processes, vendor management, and financial controls. Proficiency in ERP systems such as SAP or Oracle and familiarity with ticketing tools like ServiceNow, Jira, or Zendesk is essential. The ideal candidate should bring 3-5 years of experience in Accounts Payable operations, ticket resolution, or helpdesk support, along with at least 1-2 years in a leadership or escalation management role, ideally within a shared services or regional support model. Required Skills and Qualifications: - Advanced English language skills (fully conversational B2+ - C1) - Strong analytical and problem-solving skills - Excellent communication and interpersonal skills - Ability to work under pressure and manage multiple priorities - Proficiency in Microsoft Office, particularly Excel - Knowledge of payment processes, vendor management, and financial controls - Familiarity with ERP systems such as SAP or Oracle and ticketing tools like ServiceNow, Jira, or Zendesk Benefits: - Cross-functional & Regional Leadership Experience - Professional Growth - Benefits Package - Competitive Salary