Process Specialist, Commercial Experience Service Delivery

Job Summary

Job Title: Junior Manager - Contract Invoice Operations (Australia)

Role Purpose

We are looking for a proactive and commercially minded Junior Manager - Contract Invoice Operations to manage the end-to-end customer claims and payment process for the Australia market. This role is responsible for validating customer claims, ensuring accurate financial processing, maintaining strong financial controls, and partnering with cross-functional stakeholders to deliver exceptional service.

The ideal candidate should possess strong accounting knowledge, excellent analytical and problem-solving skills, and the confidence to communicate effectively with senior stakeholders across Sales, Finance, Pricing, Customer Service, and customers.

Key Responsibilities

Contract Invoice Operations

• Manage the end-to-end Contract Invoice Operations process for assigned customer portfolios.
• Validate customer claims, contracts, supporting documentation, discounts, and commercial agreements before processing payments.
• Ensure claims are processed accurately and within agreed SLA
• Perform quality assurance reviews to ensure payments comply with commercial agreements, company policies, and financial controls.
• Investigate claim discrepancies, invoice issues, and customer disputes to identify root causes and drive timely resolution.
• Manage customer queries professionally while delivering high levels of customer service.
• have a clear documentation of the approved and rejected claims
• Perform month-end activities including accrual validation, reconciliations, journal support, and reporting.
• Ensure accurate financial accounting and minimize financial leakage through robust claim validation.
• Maintain 100% compliance with internal controls, governance requirements, and audit standards.
• Understand the financial impact of customer claims and ensure accurate accounting treatment.

Stakeholder Management

• Build strong relationships with Australia Commercial, Sales, Pricing, Customer Service, Finance, and Supply teams.
• Liaise with Sales representatives to understand promotional agreements, payment terms, customer activations, and supporting evidence.
• Confidently communicate with both internal and external stakeholders to resolve complex business issues.
• Provide clear business updates and recommendations to management.

Operational Excellence

• Take complete ownership and accountability for assigned customer portfolios.
• Identify opportunities to simplify processes, eliminate waste, and improve operational efficiency.
• Support automation initiatives using digital tools and data analytics.
• Drive continuous improvement by reducing manual effort and improving process quality.
• Support internal, external, and statutory audits by providing accurate documentation and timely responses.

Required Skills and Experience

• Minimum 3 years of experience in OTC profile
• Strong understanding of accounting fundamentals, including accruals, reconciliations, journal entries, financial controls, and PL/Balance Sheet impact.
• Experience validating customer claims and commercial payment processes.
• Good knowledge of SAP, Salesforce, other technical tools systems.
• Strong Microsoft Excel skills (complex formule understanding); Power BI, Power Automate, or Python is an advantage.
• Strong analytical, problem-solving, and decision-making skills with excellent attention to detail.
• Ability to work independently, manage multiple priorities, and meet deadlines.
• Excellent verbal and written communication with strong stakeholder management skills.

Preferred Qualifications

• Bachelors degree / master degree
• Experience in FMCG industry is preferred.
• Experience supporting internal or external audits is an added advantage.
• Willingness to work Australia business hours and flexible to work in any working hours

Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.