Finance Business Process Outsourcing Lead

Job not on LinkedIn

November 6

Apply Now

Receive Emails with Similar Jobs

Covetrus

WebsiteLinkedInAll Job Openings

Healthcare Insurance • SaaS • B2B

Covetrus is a global animal-health company dedicated to supporting veterinarians and their practices. The company offers a comprehensive portfolio of software, supplies, and services designed to connect care in and out of the clinic and focuses on improving the health and wellbeing of animals. With a strong emphasis on technology solutions, Covetrus provides practice management software, prescription management, and various client engagement tools to enhance operational efficiency and patient care. Their range of personalized pet healthcare solutions helps drive compliance, efficiency, and profitability for veterinary practices worldwide.

5001 - 10000 employees

Founded 2018

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

💰 Seed Round on 2021-01

📋 Description

• Design and implement an Accounting Shared Services Help Desk framework to support internal & external inquiries. • Develop and maintain service level agreements (SLAs) with business and corporate stakeholders. • Ensure timely and accurate resolution of tickets through standardized workflows and escalation protocols. • Partner with Payroll, I2P, and O2C teams to resolve more complex inquiries and improve support processes. • Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with Finance, IT and other functional areas. • Develop and maintain self-service tools including portals, inter/intranet sites, and FAQ & forms repositories. • Design and implement telephony systems, prompt menus, and routing logic to manage incoming inquiries efficiently across time zones and varying call volumes. • Develop and track KPIs related to ticket resolution time, customer satisfaction, and service quality. • Benchmark against Shared Services and Global Business Services (GBS) industry best practices to identify gaps and opportunities. • Propose innovative strategies and approaches to elevate service delivery and user experience.

🎯 Requirements

• Bachelor’s degree in Business, Operations, IT, or related field. • 5+ years of experience in service delivery, help desk operations, or Shared Services support roles. • Experience with ticketing systems (e.g., ServiceNow), chatbot platforms, telephony systems, and knowledge management tools. • Strong analytical skills and familiarity with performance metrics and reporting tools. • Excellent communication, problem-solving, and stakeholder management skills. • Project Management or Six Sigma certification is a plus.

🏖️ Benefits

• 401k savings & company match • Paid time off • Paid holidays • Maternity leave • Parental leave • Military leave • Other leaves of absence • Health, dental, and vision benefits • Health savings accounts • Flexible spending accounts • Life & disability benefits • Identity theft protection • Pet insurance • Certain positions may include eligibility for a short term incentive plan