Process Lead

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success

Essential duties    

People Management
•    Supervise the team in terms of schedule adherence and completion of tasks.
•    Provide training and knowledge sharing to the team and new hires if required.
•    Monitor KPIs and SLAs of the team and identify areas of opportunities and improvement for best quality of service delivery
•    Keep all process, flow and work instruction up to date and well documented as agreed with the team’s regional counterpart.
•    Assess team’s daily workload and recommend workforce utilization / resource strategies as needed 

Operational
•    Assist with issue resolution and ensure that any unresolved issues are escalated within agreed timeframes.
•    Overseeing the timely and accurate processing of invoices, payments, collections, assets and others.
•    Respond and resolve all customer issues and enquiries within the agreed SLA time frames;
•    Process any credit memos, raising or amendment of invoices for customers within agreed SLA time frames;
•    Liaise with relevant key stakeholders to ensure accurate customer data are recorded to meet customer requirements
•    Obtain and maintain accurate data to ensure customers are consistently billed accurately and on time.
•    To use critical thinking in terms of resolving issues and escalations 
•    Identify prioritization in day-to-day transactional activities 

Qualifications  

•    Bachelor’s / College Degree in finance or any related discipline
•    At least 5 years of working experience in the related field and 2 years experience in leading a team
•    Excellent system and process knowledge
•    Excellent customer service and communications skills
•    High level of accuracy, superior attention to detail and a strong work ethic
•    Intermediate MS Excel skills; able to confidently use and manipulate VLookUp formula
•    Excellent time management and prioritisation skills
•    Experience in Back-End lending operations or customer Service teams
•    Ability to work independently and also as part of a wider team

If this sounds like you, we’d love you to apply!   

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer focused on strengthening our inclusive culture, all applicants will be considered and we welcome applications from people of all ages, cultures, abilities, religious beliefs, national origin, sexual orientation and gender identities. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps.