Analyst – EUX

About the role

We are looking for a P2P Concierge Analyst, to efficiently manage the P2P Service desk queries as well as improve end-user experience. The selected individual will work as part of a global P2P team with the overall ambition of improving P2P service delivery. This individual will be supporting the Quebec French speaking region.

What the role entails

This position is an excellent opportunity to join the Global P2P Operations team based in Gurgaon. This dynamic team plays an integral role in managing and improving the end user experience via the Concierge Helpdesk. Working in a collaborative environment, the team is responsible for ensuring efficient P2P ticket management whilst managing high standard of service delivery and technical know-how.

Reporting Line: Advisor – P2P Concierge

Scope: Your scope will include (but not limited to) below:

• Process Buy / Accounts Payable / Vendor Master / Expense Management queries via the Service now platform within the agreed Service Level Agreements (SLA) by maintaining E2E ownership
• Process transactions basis the query on SAP
• Ensure all processed being followed are compliant and in adherence of all controls etc
• Communicate with requestor / end user keeping customer satisfaction in mind
• Familiar with the E2E P2P Process to resolve escalation internally where and when possible limiting amount of time spent and stakeholder involvement in resolution
• Perform RCA on escalations / issues to identify gaps and propose sustainable solutions to improve CSAT (Customer Satisfaction) score
• Collaborate with multiple teams to provide end to end solutions to the end user as well as identify scope for process improvements
• Ensure sound P2P processes are followed, and ticket management is completed in accordance with pre-established process, documentation and governance requirements
• Leverage strong process expertise and awareness to drive best practices
• Resolve problems with an open mind, viewing them as challenges rather than obstacles.
• Relationship and stakeholder management at different levels within the organization
• Answer inbound calls for customer queries via the concierge helpline
• Perform necessary actions basis the request received on the helpline
• Ensure all queries received on the helpline are resolved timely and accurately
• Act as one stop shop for E2E P2P queries
• Assist EU in P2P process familiarization surrounding their query
• Act as an advocate for P2P service delivery model service standard
• Take accountability for own performance and understand the impacts of behaviors and actions on others

About yourself

We are looking for passionate candidates having:

• B2 level in French proficiency, focusing on Quebec French
• A graduate degree in Procurement or Finance or any other equivalent stream
• 3-5 years of work experience in P2P domain with experience in Buy / Procurement / Invoice Processing / Vendor Payments / Reconciliation processes
• Experience on working in Service Now/ RTTMS environment and SAP
• A process improvement mindset
• Ability to influence stakeholders 
• Proven experience in delivery of process standardization and implementing best practices
• Ability to work in a fast-paced environment and adhere to tight deadlines
• Flexibility to support different geographies by working in different shifts
• A collaborative approach, ability to work across organizational lines, as a team
• Strong exposure to global business environments and global roles
• Effective interpersonal and communication skills
• Analytical and problem-solving skills
• A self-driven, proactive, result oriented, structured attitude
• Excellent proficiency in Microsoft Office products

About Rio Tinto
 

Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.
 

We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs – striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win situations and meet opportunities.

Respect and Inclusion

At Rio Tinto, we particularly welcome and encourage applications from Indigenous Peoples, women, the LGBTQIA+ community, mature workers, people with disabilities and people from different cultural backgrounds.

We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.

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