Accounts Payable Manager for Shipping & Logistics (BPO)
Quezon City, Metro Manila
Permanent
Full-time
19 days ago
Job Description: 1. Team Leadership & Operations: Supervise a team of analysts, ensuring adherence to SLAs and quality standards. Monitor daily call volume (200-250 calls) and redistribute workload to meet performance targets. 2. Escalation & Complex Issue Resolution: Resolve high-priority escalations (e.g., legal/bond inquiries, large payment disputes). Identify and prioritize potential agent/carrier escalations proactively. Liaise with Finance, sales teams, and other stakeholders to address systemic issues. 3. Performance Monitoring & Reporting: Track call answer rates (95% target) and missed calls using logs from tool. Analyze call trends to identify training gaps or process inefficiencies. Report on carrier satisfaction metrics and implement corrective actions. 4. Process Optimization & Transition Management: Lead the transition to WNS by documenting processes, training plans, and staffing justifications. Develop SOPs for common inquiries (e.g., rate disputes etc.) 5. Stakeholder & Carrier Relationship Management: Serve as the escalation contact for carriers, IBOs, and internal teams. Maintain and strengthen carrier relationships through timely communication. Provide updates on payment exceptions and process change Qualifications: Bachelor's degree preferred; graduate of business administration or accountancy 5+ years in AP/call center/vendor helpdesk leadership, preferably in logistics or BPO. Proven experience in outsourcing transitions (vendor management preferred). Advanced Excel/analytical skills (good to have experience in dynamics AX, RingCentral knowledge a plus). Strong decision-making, conflict-resolution, and prioritization abilities. Flexibility to work during peak periods as needed. Willing to work fixed night shift Show more Show less