Supervisor - Payment & Processing Unit

 


 

 

Description

The American Institute of Certified Public Accountants (AICPA) is in the process of relocating a substantial portion of its business to Durham, NC.  Join us in our new facility as the Supervisor of our Payment & Processing Unit, and help us grow.

The Payment & Processing Unit Supervisor is responsible for managing all resources performing the posting of annual membership dues payments. The primary role of this individual is to achieve excellence in payment processing by effectively leading, managing, and coaching a team of processors.  The payment and processing payment supervisor will manage the day-to-day activities within the department while also providing improvement resolution where needed.

The Service Center Operations (SCO) Team serves to support the needs of members and customers along with AICPA-wide business initiatives. SCO is responsible for nearly 700K member inquiries and transactions annually and represents the business area with the most direct interaction with AICPA members. 

ResponsibilitiesSupervise up to 10-15 associates; Ensure daily, weekly, and monthly productivity and quality metrics are achieved; Identify training and coaching opportunities based on monitoring of payment exceptions and daily productivity; Ensure payments are processed within established service levels; Create Payment Processing Management summary report; Handle escalated service issues including member call backs; Ensure adherence to all established processes; Maximize operational performance and efficiencies within the Service Center; Look for trends and root causes of volume performance changes; suggest resolution and improvements; Develop tools to assist the management team in measuring productivity; Represent the SCO team in customer service/payment processing performance discussions; Ensure nightly payment via web and lockbox transmission are reconciled; Ensure staff is supported with communication and feedback mechanisms to ensure successful dissemination of information required for positive daily performance; Provide performance coaching to associates detailing areas of success and opportunities for improvement; Serve as a SCO management representative in inter-departmental planning/coordination meetings; Facilitate process improvement analysis/documentation by working directly with other members of the SCO management team and general AICPA management; Identify ways to eliminate the paper and streamline all operational payment functions within the department; Analyze and determine where controls are needed for a better audit trail of operational processes within the department and inter-departmental handoffs.

Requirements2-5 years of financial operation management experience with 15-20 front line associates; Experience managing operational reengineering projects highly preferred; Experience as a trainer or exposure to training delivery concepts; Oracle application experience preferred; Exceptional communication skills; Highly developed problem resolution skills; Intermediate level knowledge of Excel; Basic to intermediate knowledge of MS Project and Visio preferred; Ability to multitask; Ability to work autonomously; Ability to work ?outside the box.?

Apply to

scojobs@aicpa.org

Please include the following information:The position you are applying for in the body of your email message; Your resume; A cover letter that describes your background; Your current salary

The AICPA is an EEO Employer