Manager, Global Expense Management (GEM) at GENESYS CLOUD SERVICES INC

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

18 Oct, 26

Salary

0.0

Posted On

20 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Accounts Payable, Expense Management, Leadership, Process Improvement, Automation, Compliance, Data Analytics, Communication, Stakeholder Management, Problem Solving, Digital Transformation, AI Tools, Corporate Card Management, Helpdesk Management, Financial Reporting, Team Development

Industry

Software Development

Description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Position: Manager, Global Expense Management (GEM) Location: Manila, Philippines Reports To: Senior Manager, Global Accounts Payable (SMR) Scope: Global Expense Management — Payments, Helpdesk & Corporate Cards Work Schedule: 4PM to 1AM; flexibility required for global stakeholder engagement Role Summary Reporting to the Senior Manager, Global Accounts Payable (SMR), the GEM - Accounts Payable and Corporate Cards Manager is responsible for the end-to-end operational leadership of Genesys’s Global Expense Management function, with specific ownership of three critical pillars: Payments Processing, Expense Helpdesk, and Corporate Card Management. This role is pivotal in ensuring timely, accurate, and compliant payment execution across all regions (NA, EMEA, and APAC), delivering exceptional helpdesk support to internal stakeholders, and maintaining a well-governed corporate card program. The Manager will partner closely with Procurement, Finance Controllers, Treasury, HR, and Internal Audit to drive operational excellence, process standardization, and continuous improvement within the Global Expense Management framework. As the function continues to evolve, this role will also serve as a champion of digital transformation — actively leveraging and promoting AI-powered tools, automation, and data analytics to modernize expense management workflows and elevate team performance. Key Responsibilities A. Payments Management Oversee end-to-end global payment operations, including vendor payments, and intercompany transactions, ensuring accuracy, timeliness, and compliance across all regions. Manage and review payment runs (ACH, wire transfers, checks, and virtual card payments), ensuring proper authorization. Monitor and resolve payment exceptions in a timely manner, escalating as appropriate to the SMR. Partner with Treasury on cash flow requirements, ensuring payment schedules are aligned with funding availability. Ensure all payment-related activities comply with SOX controls, internal audit requirements, and applicable tax and regulatory obligations. Prepare and review monthly payment metrics, KPI dashboards, and aging reports for SMR and senior finance leadership. Drive continuous improvement in the payment process, identifying and implementing automation opportunities in coordination with technology and finance teams. B. Expense Helpdesk Management Lead and manage the Expense Helpdesk function, serving as the primary escalation point for all expense-related queries from internal stakeholders, requestors, and business units globally. Establish and maintain helpdesk SLAs, ensuring queries and requests are resolved within agreed turnaround times and customer satisfaction standards. Oversee the triage, tracking, and resolution of incomplete or returned requests, implementing structured processes to reduce manual follow-up and improve first-contact resolution rates. Work with the SMR and relevant stakeholders to enhance Meeting & Event Tool (CVENT) workflows and status configurations to improve visibility and reduce email-based communication. Collaborate with Genesys Procurement Operations team and other stakeholder groups to define clear submission requirements and reduce the volume of incomplete requests routed to GEM. Develop and maintain helpdesk knowledge resources, FAQs, and training materials to support both team members and end users. Analyze helpdesk data and trends to proactively identify recurring issues and recommend systemic process improvements. C. Corporate Card Program Management Manage the global corporate card program end-to-end, including card issuance, limit management, policy compliance monitoring, reconciliation, and timely closure of delinquent accounts. Ensure cardholders comply with corporate card policies; investigate and resolve out-of-policy transactions, misuse, or compliance breaches in coordination with HR and Legal as appropriate. Oversee monthly corporate card statement reconciliation and ensure timely allocation of transactions to correct GL accounts. Act as the primary liaison with the corporate card provider, managing contract terms, fee structures, rebate tracking, and service escalations. Develop and deliver cardholder training materials and onboarding resources to promote policy adherence and proper card usage. Monitor card spend analytics, identify patterns of non-compliance or risk, and report findings to the SMR and senior stakeholders with actionable recommendations. Lead the evaluation and implementation of enhancements to the corporate card program, including integration with expense management platforms (e.g., Concur). D. People Leadership & Team Development Lead, coach, and develop a team of Expense Management specialists, fostering a culture of accountability, collaboration, and continuous improvement. Conduct regular performance reviews, set clear individual goals aligned with departmental KPIs, and identify development opportunities for team members. Manage team capacity, workload distribution, and coverage planning, particularly during high-volume periods such as month-end, quarter-end, and year-end. Maintain accurate and timely business process documents (BPDs) and workflow documentation applicable for current and future operations. Support the SMR in talent management initiatives, including hiring, onboarding, and succession planning within the GEM function. E. Controls, Compliance & Risk Management Ensure SOX controls and quality assurance tasks are consistently executed across all Expense Management processes, including payments, helpdesk, and corporate cards. Support Internal Audit in SOX readiness initiatives and respond to audit findings with timely and effective remediation plans. Maintain and update process documentation, including process flows, job aids, and control matrices, ensuring alignment with global standards and regional nuances. Proactively identify and escalate compliance risks or control gaps to the SMR and take corrective action as directed. F. Digital Transformation & AI Innovation Demonstrate experience with, or willingness to learn, AI-powered tools — including automation, data analysis, and generative AI — to enhance expense management and reconciliation workflows. Champion the adoption of automation and intelligent tooling within the GEM team, identifying opportunities to reduce manual effort and improve processing accuracy. Partner with Finance Technology and other relevant teams to evaluate, pilot, and implement AI-enabled solutions across payments, helpdesk, and card management processes. Stay current with emerging AP and expense management technologies, proactively sharing insights and recommendations with the SMR. Other Responsibilities Provide support to designated FSSC initiatives and other global projects, as assigned. Maintain accurate and timely updates of BPDs, process workflows, and related documentation for assigned responsibilities. Support the FSSC operating framework and help foster an environment where excellence, accountability, change readiness, and adaptability are reinforced. Foster close collaboration across FSSC teams and cross-functional stakeholders to ensure alignment. Perform other duties as assigned by the Senior Manager, Global Accounts Payable or senior finance leadership, in support of broader Global Expense Management and Finance Operations objectives. Qualifications, Skills & Experience Education Bachelor’s degree in Accounting is required. CPA or other relevant professional certifications are a strong advantage. Experience Minimum of 8 to 10 years of progressive experience in Accounts Payable, Expense Management, or a related finance operations role, with at least 6 years in a leadership role Demonstrated experience managing payments operations, corporate card programs, and helpdesk/support functions within a global shared services environment. Prior experience leading other Expense Management sub-processes — particularly Invoice Processing and Travel & Expense (T&E) is considered a strong advantage. Proven track record of leading process improvement and automation initiatives within an AP or Expense Management context. Experience with SOX compliance, internal controls, and audit support processes. Technical Skills Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint). Working knowledge of enterprise tools such as Workday Financials, Workday Expense, Concur, Kyriba, or equivalent ERP/expense management platforms preferred Experience with or strong interest in AI-powered finance tools, robotic process automation (RPA), and data analytics platforms. Familiarity with ticketing, workflow, or event management tools (e.g., CVENT or equivalent) is an advantage. Competencies Strong leadership presence with the ability to influence, inspire, and develop team members at various levels. Excellent communication and stakeholder management skills, with demonstrated ability to engage effectively across functions and geographies. High degree of analytical thinking and problem-solving capability; able to translate data into actionable insights. Meticulous attention to detail with a commitment to accuracy and quality in a high-volume environment. Resilient and adaptable, with the ability to manage competing priorities and thrive under deadline pressure. Collaborative team player who actively builds partnerships across Procurement, Treasury, Controllers, HR, and IT. Growth mindset with a genuine enthusiasm for digital innovation and AI adoption in finance operations. #LI-PR1 #LI-Hybrid Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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Responsibilities

The Manager, Global Expense Management is responsible for the operational leadership of Genesys’s Global Expense Management function, focusing on Payments Processing, Expense Helpdesk, and Corporate Card Management. This role ensures timely and compliant payment execution and delivers exceptional support to internal stakeholders.