Senior Customer Service Advisor

Customer Service Senior Analyst

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? You will be aligned with our Finance Operations vertical and will own the day-to-day operations of the Accounts Payable helpdesk function, managing a team of AP Helpdesk Specialists while serving as the primary escalation point for complex vendor and internal stakeholder queries. This role sits between front-line execution and AP management — you are equally responsible for team performance, process quality, and continuous improvement within a queue-based, SOP-driven managed services delivery model. Procure to Pay is the process of managing the entire purchasing cycle from ordering goods and services to making the final payment. It includes steps like requisitioning, purchasing, receiving, invoicing, and payment processing. The goal is to ensure efficient and accurate procurement and payment activities
What are we looking for? Strong AP knowledge including invoice processing, payment status, and exception management Excellent hands-on knowledge of ITSM or helpdesk ticketing tools for team operations and KPI management Familiarity with ERP systems for invoice and payment status reference and query resolution support Strong working knowledge of SOX controls and internal control compliance Prior team leadership or supervisory experience Exposure to process improvement methodologies Strong analytical and problem-solving skills with attention to detail Excellent communication and stakeholder management skills Continuous improvement mindset with ability to challenge, evolve, and transform existing processes
Roles and Responsibilities: •Lead, mentor, and develop a team of AP Helpdesk Specialists, setting clear priorities and managing daily workload distribution Monitor team KPI and SLA performance in real time; identify bottlenecks, rebalance workloads, and intervene proactively to prevent backlogs Serve as the primary escalation point for complex vendor and internal stakeholder queries; route judgment-based queries to the appropriate internal stakeholders; perform RCA and CAPA on recurring issues Conduct regular 1:1s, performance reviews, and coaching sessions to build specialist capability Coordinate shift coverage, leave planning, and resource allocation during peak periods Develop, maintain, and version-control SOPs, desktop procedures, and exception playbooks for all helpdesk activities Manage onboarding and training for new team members, ensuring proficiency in internal systems, AP workflows, and escalation protocols Prepare and present operational dashboards and management reports on a regular cadence Prepare documentation and provide support for internal and external audits Track and report helpdesk KPIs against agreed targets; ensure compliance with internal controls and audit requirements Identify recurring issues and recommend process improvements