Payments Experienced Analyst, Payments and Experience

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Job Description:

The Payment Experienced Analyst is responsible for executing and managing end-to-end payment operations within assigned markets, ensuring accuracy, timeliness, and compliance of all payment activities.

This role serves as a subject matter expert (SME) supporting complex transaction handling, issue resolution, and process improvement initiatives across the Payments & Experience (PEX) function. The specialist plays a critical role in stabilizing operations, driving performance, and enhancing user experience through proactive problem-solving and cross-functional collaboration.

Key Responsibilities

1. Payment Processing & Execution (Primary Focus)

• Execute end-to-end payment processing activities, including invoice validation, payment runs, and exception handling
• Ensure all payments are completed accurately and within SLA timelines
• Manage complex or high-value transactions requiring deeper validation and controls
• Ensure compliance with internal policies, controls, and regulatory requirements

2. Issue Resolution & Escalation Management

• Act as SME for complex payment issues, including system errors, mismatches, and failed payments
• Conduct root cause analysis and drive resolution across Procurement, Finance, and IT teams
• Manage escalations and ensure timely closure with clear communication to stakeholders

3. Process Governance & Compliance

• Ensure adherence to global standards, controls, and audit requirements
• Support internal/external audits by providing documentation and issue resolution
• Identify risks within payment processes and proactively recommend mitigation actions

4. Performance Monitoring & Service Delivery

• Track and manage payment KPIs such as:
  • On-time payment rates
  • Cycle time
  • Error/exception rates
• Drive corrective actions for performance gaps and support continuous service improvement

5. Continuous Improvement & Automation

• Identify opportunities to improve efficiency, reduce manual effort, and enhance data quality
• Participate in transformation initiatives (e.g., automation, ServiceNow, system enhancements)
• Support standardization and simplification of payment processes across regions

6. Stakeholder Engagement & Support

• Partner with:
  • Procurement (S2C)
  • Finance / Treasury
  • Business users / requestors
  • Vendors / suppliers
• Provide guidance and resolution support to users on payment-related inquiries
• Contribute to improving overall user and supplier experience (PEX)

7. Knowledge Management & Capability Building

• Maintain and update process documentation and playbooks
• Support onboarding and training of new team members
• Contribute to building SME capability within the Payments team

Qualifications:

Required:

• Bachelor’s Degree or equivalent University degree is required.
• 3 – 5 years in Payments / AP / Finance operations
• Strong process expertise in Payments, invoice processing, and controls
• Experience in SAP (MM/FI) preferred

Preferred:

• Good understanding of Payments processes and Invoice Processing operations at a high level.
• Shared services industry experience.

Other:

• Fluency in English (written and oral) is required. Fluency in one other language (written and oral) for the supported region is an advantage.
• Should be open to day shift (9am to 6pm) or mid shift (3pm to 12mn)

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