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iNext Customer Service Agent - Italian - Ireland  

Lilly (company)

Posted on : 27 August 2017

Project Description

iNext Customer Service Agent - Italian
The Global Business Solutions (GBS) Center at Cork was established in July 2010 to provide financial shared services such as Order to Cash, Purchase to Pay, General Accounting and Global Travel and Meeting services. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions, including Customer Meeting Services, Global HR Data Management and Medical Information. This growth, outside of Finance, is in addition to continued growth in our original Finance scope.
This means that we have a diverse group of employees from finance professionals to HR professionals to medical professionals and event planning experts. The current headcount is circa 400 multi-lingual employees and the culture is vibrant and diverse. This is enhanced by every employee in the GBS and championed by the GBS committees – Sports & Social, Culture Club, Corporate Social Responsibility, Health & Safety, Food and Diversity & Inclusion
The GBS was awarded CCMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement. The GBS Lilly Management Team is currently looking for you if you have a people-oriented, customer centric and forward-thinking mindset. This individual will be an exceptional professional, who consistently exceeds expectations, thrives in a challenging and dynamic work environment, and will be an active contributor to our team.
Lilly enjoys a strong reputation for quality and consistent focus on employee development. We make it our mission to attract the best people and we always look at alternative ways to provide opportunities for our people to excel, grow and build an exceptional and fulfilling career. In addition to being part of a great dynamic team, we also offer a very competitive benefits package. We provide an open, transparent and friendly work environment where we empower people and provide them with opportunities to develop their long term career.
The role of an iNext Customer Service Agent is to support the efficiency, accuracy & compliance of the employee expense process across the European affiliates.

  • Be seen as a “go-to” information resource for all employee expense & credit card related queries, both from a policy & system perspective
  • Monitor and Review iNext Operations across EMEA on a daily basis to ensure the efficient and accurate flow of expenses
  • Develop an appropriate expert level of technical and business knowledge of Concur expenses system.
  • Resolve all Tier 1 iNext & Credit Card queries from employees & local finance teams
  • Support the iNext Analyst in the preparation of the Quarterly & Bi-Annual Post Payment audits for affiliates.
  • Complete all Credit Card administration activities
  • Review key iNext & Credit Card metrics & communicate to stakeholders to ensure key deliverables are being met whilst identifying and implementing initiatives to improve.
  • Support global/regional iNext & Credit Card projects
  • Support the overall iNext team by demonstrating flexibility in providing cover for team members and training of new team members
  • Experience with Employee Expense systems & SAP Finance Modules
  • MS Excel, Word and PowerPoint
  • 2 years’ experience in Finance function with experience of implementing process change
  • Accounting / Finance degree (Undergraduate or Masters as required for certification)
  • Fluency in English and Italian language
  • Ability to handle complexity and utilize analytical skills, with attention to detail
  • Ability to proactively & effectively analyse & resolve problems
  • Ability to effectively prioritize and complete key tasks and deliverables whilst demonstrating full ownership & accountability
  • Ability to respond flexibly and empathetically to customer needs, managing their expectations effectively
  • Ability to work in global team environment & communicate effectively with internal business partners of all levels & disciplines, as well as external Business Process Outsourced organisation team members
  • Demonstrate a strong compliance oriented mindset & help to build a strong compliance culture
  • Familiarise with all applicable financial policies, process documentation & training materials to ensure you operate in a fully compliant manner
  • Ensure ownership for all applicable Operational controls for your area
  • Support affiliates on all local tax authority or regulatory expense audits

  • Actively work with the core team members, internal customers/business partners, to build effective working relationships

  • Demonstrate excellence in all interactions with our GBS internal customers & business partners
  • Focus on measuring & improving our internal customer’s experience with the GBS
  • Build and maintain a strong knowledge of your affiliate’s business
Continuous Improvement
  • Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture
  • Actively work with the core team members & global/regional iNext team to drive improvements for processes