Escalations Project Manager in SANTA CLARA, California | DiversityInc Careers

Escalations Project Manager

Job Description
Workload Distribution
  • Work closely with the Team Leads/Subject Matter Experts for execution of urgent and/or critical payment request
  • Work closely with the Client/Team Leads for resolution of critical issues and/or escalations
  • Work closely with the Client/Operations Team for delivering on site requirements such as (but not limited to) tax compliance, card application and distribution, etc.

Issue Management
  • Identify the root cause of process gaps resulting to client escalations
  • Review applicability of containment and preventive actions with Team Leads/Global Operations Manager
  • Provide process improvements that will prevent the recurrence of client escalations
  • Align with Operations Team and Projects Manager all client-approved process improvements for operational execution

  • Ensure Client and Internal Service Level Agreements are met
  • Ensures Quality requirements are met

Process Management
  • Responsible for ensuring completed documentation of the activities in-scope
  • Responsible for education of client to standard process and policy
  • Responsible for continuous process improvement in Level 3 process

Daily Tasks
  • Address issues or request raised in internal ticket system
  • Align special cases with Finance Operations for additional review

Weekly Tasks
  • Attend weekly operations meeting
  • Lead client training on end to end Procure to Pay process

Monthly /Quarterly Tasks
  • Completion of escheatment process and other tax requirements

Work Location
Sunnyvale, CA

Required Technical and Professional Expertise

  • Bachelor’s Degree in Accounting preferred
  • Knowledge and understanding of F&A processes with Accounts Payable mastery
  • Direct Customer Service Skills preferred
  • Excellent communication and problem solving skills
  • Ability to make timely critical decisions; sound business judgement
  • Proficient skill in collaboration with other teams for smooth end to end process delivery
  • Ability to weigh up business risks / financial constraints and resolve issues appropriately while protecting client’s policy and operations

Preferred Tech and Prof Experience


EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.