Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
Are you interested in making a global impact? The Senior Process Expert SCC ITP plays a crucial role in managing supplier and internal stakeholder relationships, facilitating effective communication, addressing issues, providing feedback, and contributing to process improvement. The primary focus is on supplier relationship management, issue resolution, performance monitoring, data analysis, and risk management. By fulfilling these objectives, the ITP Supplier Contact Center supports the organization’s straight-through processing (STP) objectives, strengthens supplier partnerships, and ensures an efficient supply chain. The role’s purpose and strategy revolve around establishing strong relationships, addressing inquiries, and resolving issues promptly to ensure smooth collaboration and optimize the supplier’s experience

MINIMUM REQUIREMENTS:

• Education: Bachelor’s degree in finance, accounting, business administration or related.
• Knowledege: Office package.
• Experience: Around 6 years or more of experience in ITP.
• Reporting experience.
• Languages: Excellent English and Portuguese communications skills (written and verbal).

DESIRABLE REQUIREMENTS:

• Education: Master’s degree in accounting or finance.
• Knowledge: SAP ERP, MS Dynamics, AX2012 and Ariba experience.
• Lean Sig-Sigma.
• Expert with managing ITP Process.
• Experience: Experience in accounting and accounts payable.

• Serve as the primary point of contact for suppliers regarding invoice-related inquiries, issues, and escalations.
• Build and maintain strong relationships with suppliers, fostering open lines of communication and providing exceptional customer service.
• Respond promptly and professionally to supplier inquiries and requests, providing accurate information and resolving issues in a timely manner, adhering to SLAs.
• Collaborate with teams such as procurement and IT to facilitate efficient and effective resolution of supplier inquiries and issues.
• Actively listen to suppliers’ concerns, empathize with their challenges, and work towards mutually beneficial solutions.
• Investigate and resolve discrepancies, payment delays, and other issues related to invoices, working closely with relevant teams to ensure timely resolution.
• Provide guidance and support to suppliers on invoice submission processes, payment status inquiries, and any system-related concerns, enhancing supplier education.
• Escalate complex or critical supplier issues to appropriate internal stakeholders, ensuring timely and appropriate resolution.
• Maintain accurate and detailed records of supplier interactions, inquiries, and resolutions in designated systems, tracking SLAs to report on response times and supplier satisfaction.
• Collaborate with the Invoice-to-Pay team to identify recurring supplier issues or trends and provide insights to improve process efficiency and supplier satisfaction.
• Assist in the development and implementation of supplier communication materials, such as FAQs, self-service tools, and training resources.
• Transition internal inquiries to the service hub for proper tracking and recording of response times.
• Stay updated on relevant policies, procedures, and systems related to the invoice-to-pay process, ensuring accurate and consistent information is provided to suppliers.
• Continuously seek opportunities to enhance the supplier contact Center processes, workflows, and tools to improve efficiency and service quality.
• Participate in cross-functional projects and initiatives aimed at improving the overall invoice-to-pay process and supplier experience, such as setting up supplier self-portals.
• Collaborate with internal and external auditors to ensure compliance with financial regulations and internal control requirements.
• Act as a central point to understand process challenges based on interactions with suppliers and propose sound proposals for process efficiency and supplier satisfaction improvements, to be evaluated by ITP Process Experts, Process Excellence team, and Sys & Automations teams.
• Cooperate with Process Experts, Procurement, and Invoice Processing teams to influence suppliers to switch to more standardized payment terms.
• Use Celonis and other tools to analyse supplier behaviour, challenges, and trends, enabling the organization to improve the overall process and supplier relations.
• Monitor supplier compliance with contractual obligations, regulatory requirements, and ethical standards.
• Mitigate risks associated with supplier non-compliance or practices by ensuring adherence to the organization’s policies and values.
• Support the Vendor Reconciliation team in taking proper actions to clear outstanding vendor open items.Perform other related tasks assigned by the Team regional leads