Central PO Team Lead

Job Description

Priorities:

1. Delegating tickets
2. Ensuring SLAs and quality
3. First escalation and conduit between Specialists and Manager(s)

1. Responsible for managing the dailyoperations, assigning tickets to the PO team, ensuring that tasks are completed accurately and on time. 
   1. Retrieve SNOW activity report at start of day
   2. Assign all tickets in consolidated tracker
   3. Assign all ScopeManager and SmartSheet tickets in consolidated tracker
      1. All Davood Shan POs go to Chetna (to start)
   4. Assignments should be complete within first hour of the day
   5. Pick up overflow requests during busy times or reduced staff times to ensure tickets are action.
2. Manage the team’s SLA. 
   1. In 2nd hour of the day, review previous day’s tickets
   2. Any unsubmitted PO should be followed-up on. Message Specialist owner for update and push for completion.
   3. Check for any created POs with errors and resolve.
3. Pending requestions
   1. Review pending requisitions and pending invoices daily
   2. Requisitions and invoices that are pending approval per team guidelines should be assigned to a Specialist for follow-up
4. Mailbox management.            
   1. Tickets will go to central mailbox
   2. All emails get forwarded to IHGPORequest@ihg.com and all replies come from that.
   3. Color code queries to assign to Specialists
   4. Respond to any queries that are general in nature, urgent or otherwise unclear who to be assigned to.
5. Proactively auditing the requisitions for any errors.
   1. Spot check previous day’s POs for errors. Check at least 1 from each Specialist.
   2. Document feedback on any issues discovered and email to Specialist
6. Providing PO training and cross function knowledge sharing to new team members. Conducting excel trainingto existing staff to enhance their skills and knowledge.
   1. Maintain offline tracker of errors, system issues or nuances.
   2. Review this weekly with Manager(s) and discuss at Team Lead staff meeting.
7. Continuously evaluating and improving processes to increase efficiency, accuracy, and effectiveness. Keep motivating team for the good work and achieve our team’s goals and promoting teamwork and collaboration.
   1. Host weekly staff meetings with the Specialists.
   2. Review system issues and potential improvements. Consolidate feedback and review with Manager(s) for escalation to Technical Support.
   3. Highlight good behavior and good examples of work.
   4. Conduct roundtable discussion to engage Specialists.
   5. General people management: time off, sicks days, flex requests, etc.
8. Generating reports related to PO activities.
   1. TBD. Potentially help the Manager(s) with reporting if needed.
9. Managing any issues or discrepancies that arise in processes promptly and effectively. Implement corrective actions to prevent recurrence of issues and escalating the issues at the right time with manager to ensure smooth process.
   1. Serve as first point of contact for:
      1. System questions
      2. DOA clarification
         1. Anything EC related goes right to Manager(s)
      3. Escalations from stakeholders
         1. Anything SVP or EC related goes right to Manager(s)
   2. To start: all escalations can go for discussion with Manager(s)
10. Participating in special projects or initiatives as assigned by upper management, leveraging your expertise in accounts payable to contribute to the overall success of the organization.
11. Establishing relationship within the other teams and help to resolve any priority and time sensitive requests. Coordinating with the requester and the internal team if any rush payments are needed.
    1. Any system issues that can’t be resolved with immediate knowledge should be referred to appropriate BSC resource and tracked until completion.
    2. Escalate through supervisory chain when it isn’t complete. Engage Manager(s) if needed for support.
12. Supporting the yearly closing process and ensuring accuracy of the POs while maintaining the turnaround time.
    1. Partner with Manager(s) on accruals and proactive management of open POs

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?