Support Team Lead SSC

Wolt

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. Are you an experienced customer experience professional with leadership skills and a strong passion for being strategic and using insights to deliver exceptional service? Does leading support within one of Europe’s fastest-growing tech companies sound like your next adventure? If the answers to the questions are "yes" then keep reading! Wolt is a Finnish technology company and we're best known for our delivery platform. On our mobile apps or website, customers can order their favorite meals from our restaurant partners. We launched in Georgia in April 2018 and have since then started conquering the food delivery scene in Tbilisi, Batumi, Rustavi and Kutaisi and other cities in Georgia. As our team is growing, we're looking for a Support Manager to join our Shared Service Center team in Georgia! In our Support team there is no typical day. To be successful in this role you will need to be independent, customer-oriented, and have excellent interpersonal and relationship-building skills to provide best support to our Customers, Restaurants and Courier Partners. We are looking for someone who takes ownership beyond the obvious and who can take that extra step to support the team.  As our Support Manager you will lead our Shared Service Center  team and inspire the high-quality standard of service that we provide to our customers and partners. With their excellent management skills, our Support Managers ensure that our Support Leads are running the operations between customers, restaurant partners and courier partners smoothly.   WHAT YOU’LL BE DOING * Work together with the Head of Support and take full ownership of the experience and satisfaction of the customers and partners * Contribute to strategic initiatives and their execution in order to constantly improve the service proposition * Guide and coach the team in order to improve the associate’s performance, personal development and happiness * Implement new work procedures and features and encourage feedback around these * Analyze and optimize customer and partner touchpoints and look for patterns in incoming requests and workforce management to then put them into actions and improvements. * Together with the Content, Training and Quality team, develop the quality and content processes within the Support operations in line with the training operations * Collaborate closely with other teams to meet the needs of the customers and improve overall level of service. * Lead by example and show what customer-obsessed means: At Wolt, the Support Team knows that customer interactions serve a larger purpose than simply fixing problems. The Support Manager will lead by example and raise the bar for the way support is provided at Wolt. OUR HUMBLE EXPECTATIONS * You can formulate yourself very well, both verbally as well as in written form in English and Georgian. * You are customer obsessed and have experience in Customer Support or Customer Service. * You have 3-5 years of experience in leading a team, preferably leading a leadership team or other more senior team * You enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance. * Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously, and effortlessly determine which to prioritise. * You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing, so you need to have good Excel skills. * You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment. * You have strong presentational skills and proficiency in Office tools * Any trainings or experience in people or project management are an advantage * A degree in Business Administration is a strong plus! NEXT STEPS If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today! OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Wolt

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. Are you an experienced customer support professional with leadership experience and passion for delivering exceptional service? Does leading a support team within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat! We are looking for an SSC Support Team Lead to join our Support team in Romania and work fully remotely! With our excellent customer service, the support teams are the glue that holds the marketplace together. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support Lead, you will manage our support team and inspire a high-quality standard of service that we provide to our customers and partners throughout the country. WHAT YOU'LL BE DOING * Leading by example and showing what customer-obsessed means: At Wolt, our Customer Support-team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar for the way we do support at Wolt. * Analyzing and optimizing: You will look for patterns in incoming requests, translating it to actions and improvements - get your spreadsheet skills ready, there will be plenty of number crunching to do here! * Strategizing: You will work together with our Head of Customer Support to develop strategies to improve customer experience and satisfaction while creating engaged customers. * Recruiting, mentoring and managing: You will find the best talent with the right attitude while creating an environment where the team can develop through encouragement and empowerment. You will provide performance feedback, make sure your team is motivated and meets SLA's. * Communicating: Understanding and setting the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us. * Getting stuff done: Hustle, hustle, hustle. OUR HUMBLE EXPECTATIONS * Proven leadership experience and background from customer experience, customer insights, or similar field. * Experience and passion for working with analytics. You love exploring customer insights and patterns to take the customer experience and the way support is done to new heights. * Passionate about customer experience and enjoy working and engaging with people. * Data-driven and able to work with data and turn your findings into actions to help the rest of the core team understand how support is progressing according to the KPIs. * Can-do attitude and positive energy. You enjoy the idea of working in a fast-paced entrepreneurial environment and you like to roll up your sleeves and get things done. * You have the skills and know-how to motivate your team to provide the best service possible. * You’re tech-savvy and enjoy learning and teaching others how to use our support tools and make things smarter. * The ability to think on your feet and multi-task. * You are fluent/native in Romanian language and you have a full proficiency in English (C1). NEXT STEPS If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today and don`t forget to attach your CV! OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

WPP

WPP is the trusted growth partner for the world’s leading brands.  We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.    We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.   Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.    For more information, visit WPP.com.   Japanese Speaker Jobs Available: Japanese Language is a MUST - Reading, Speaking, Writing  • Native speaker / Japanese : JLPT N2/N1 * Accounts Payable and Receivable (PTP, OTC) * General Ledger Reporting (RTR) * Masterdata Management (MDM) ---------------------------------------------------------------------------------------------------------------------------------- 📑 1. ACCOUNTS PAYABLE AND RECEIVABLE (PTP, OTC) AP, AR is part of a team responsible for performing day-to-day tasks within the Billing and Payable function, covering Accounts Payable, Accounts Receivable, Billing, Cost Allocation and Reconciliation, as well as the Month End Closing process and some other specific accounting activities related to the stream. The Senior Analyst will be required to handle activities for any of the subfunctions within the OTC and PTP functions as assigned by the Finance Operations Manager. This position will work with management to drive the implementation of global process initiatives to streamline and/or automate the PTP and OTC process, which includes system enhancement and process improvement. Responsibility: Accounts Receivable and Billing: * Work with the Team Lead to identify the Client's billing processes and document accordingly for reference * Review against Client billing processes and finalise the invoice with required supporting documentation (e.g. signed Client Schedule, PO, copies of third-party invoices being recharged, etc.) * Approve and post accounting entries * Dispatch to the Client the invoice and supporting documentation according to the Client's billing process * Review against Client billing processes and finalise the draft credit note or raise the credit note, with required supporting documentation * Approve and post accounting entries * Dispatch to the Client the credit notes and supporting documentation according to the Client's billing process Accounts Payable & Invoice Processing: * Receive and save vendor invoices/vendor billing files and supporting documents * Check all invoices for proper documentation, attach the invoice to the AP System and submit for payment accordingly. Ensure invoices are processed in line with WPP Policies, SOX requirements, and Standard Operating Procedure (SOP) * Process invoices, credit memos and debit memos in a timely and accurate manner according to the SLA / KPI set by management and agreed with WPP Operating Companies (OpCo) * Ensures that all invoices assigned are properly accounted for at the end of each business day * Respond to vendor inquiries. Follow up with the vendor and respective OpCo to resolve all discrepancies in a timely manner * Verifies vendor accounts by reconciling monthly statements and related transactions * Perform reconciliations of vendor statements, research, and address discrepancies as appropriate * Review reconciliation and supporting documentation for purchases made by the Company, Settled Credit Card, and revert to OpCo on queries * Properly book and upload all intercompany transactions * Work with PTP Leaders on Account Analysis to clear Aged AP and Net Debit Balance (NDB) Other Responsibilities: Query Management: * Receive, record, and resolve queries from Clients, Vendors, or OpCos. * Collaborate with OpCo to resolve complex queries. * Ensure timely closure of all queries. * Report monthly on open queries to OpCo. Accounts Receivable (AR): * Independently drive AR ageing reporting and review calls with OpCo. * Ensure accuracy, quality, and timely delivery of assigned AR tasks per SLAs/KPIs. Issue Resolution & Risk Management: * Handle high-complexity issues with minimal guidance. * Identify, troubleshoot, and escalate risks or issues to management/internal clients. * Follow through on issues until resolution. Collaboration & Communication: * Work closely with WPP OpCo contacts and cross-functional teams to support OTC and PTP processes. * Participate in month-end close activities. Process Improvement & Projects: * Support system enhancements, UAT, migrations, and scope expansions. * Drive standardisation, data mapping/cleansing, and improvement initiatives. Compliance & Standards: * Adhere to accounting principles, company policies, and internal/external regulations. * Follow standard operating procedures and Target Operating Model (TOM). Knowledge Sharing: * Guide and support team members through knowledge transfer and best practices. * Ensure quality and consistency during staff transitions. Competencies & Skills * Native speaker / Korean : TOPIK 5/6 / Japanese : JLPT N2/N1  * Fluent in English (read/write/speak) * Strong knowledge of accounting entries, processes, and standards. * Meticulous with high attention to detail. * Excellent interpersonal and teamwork skills. * Proactive and self-driven. * Strong analytical and problem-solving abilities ---------------------------------------------------------------------------------------------------------------------------------- 2.📑GENERAL LEDGER REPORTING (RTR) The role will responsible for period end close activities, fixed asset management, intercompany transactions, bank transactions, balance sheet reconciliation, financial and management reporting, local statutory and tax support for WPP subsidiaries. Responsibility: * Ensure accuracy and timeliness in processing general ledger entries, fixed assets transactions, banking transactions, preparing financial and management reports, balance sheet reconciliation, and supporting local statutory and tax (direct and indirect) in accordance with WPP policies and procedures, local accounting standards and requirements. * Work closely with WPP Operating Units (OpCo) Finance to understand current activities and ensure all changes are reflected in financial statements. * Collaborate with OpCo to clear aged balance sheet items. * Regularly track and resolve outstanding issues being identified and escalate to relevant parties as necessary. * Liaise with internal/external stakeholders as and when necessary * Ensure service level agreements (SLA) and monthly performance and productivity KPIs are met * Ensure the ownership of all applicable internal controls related to RTR processes. * Proactively work with the team lead/manager to identify, propose and implement continuous process improvement opportunities in existing processes. * Participate in continuous process improvement projects and plans * Involvement in ad hoc activities or projects. Qualifications & Experience * Bachelor’s Degree in Accounting or related field, and/or professional accounting qualification (e.g., ACCA, CPA, MIA). * Minimum 1 - 2 years relevant experience in accounting/ finance function. Fresh graduates are welcome to apply. * 3–4 years of experience for Senior roles. * Exposure to MNC environments and consolidated group accounts is beneficial. * Experience with ERP systems (Added Value) * Experience in Audit and tax is (Added Value) * Native speaker / Korean : TOPIK 5/6 / Japanese : JLPT N2/N1  Competencies & Skills * Good communication skill and able to communicate effectively in English  * Good understanding of financial accounting principles, processes and accounting standard such as IFRS.  * Meticulous with high attention to detail. * Excellent interpersonal and teamwork skills. * Proactive and self-driven. * Strong analytical and problem-solving abilities. * Ability to demonstrate and deliver to required extents of the WPP Values listed below: - OPEN - Optimistic - Extraordinary   ---------------------------------------------------------------------------------------------------------------------------------- 3.📑MASTERDATA MANAGEMENT (MDM) This role is responsible for managing all activities relating to master data maintenance and master data-related processes and requests. The incumbent is also responsible for ensuring compliance with control procedures on the maintenance of master data and governing the integrity of master data in all ERP systems and applications. Key Results / Accountabilities: * Maintains (creates, amends, inactivates, and/or deletes) the master data in the ERP systems and/or banking systems or portals based on approved master data change requests received * Ensures creation and changes made are in accordance with the SOP, policy, regulations, and internal controls requirements * Maintains proper change records on changes made, including generating reports for review and approval * Supervises and provides guidance to the Master Data Analyst * Reviews & approves creation or change made by the Master Data Analyst * Proactively identifies, proposes, and implements continuous improvement initiatives within existing processes * Supports new transition and migration projects as assigned * Assists in ad-hoc functions, assignments, and related duties as and when required. Qualifications & Experience and Competencies: Education and Experience * A Bachelor's Degree in IT or Business Administration, or other related field, is welcome to apply. * A minimum of 2-3 years of experience in a Master Data or System Administration role or function. * Experience in a shared service centre environment will be an advantage. * Experience in using ERP systems. Competencies Skills * Computer-literate and well-versed with Microsoft Office applications. * Excellent English writing & and communication skills. * Good customer service mindset. * Appreciation and ability to link system requirements to business processes and outcomes. ---------------------------------------------------------------------------------------------------------------------------------- Who you are: You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working. You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected. You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.   What we'll give you: Passionate, inspired people – We aim to create a culture in which people can do extraordinary work. Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry. Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge? #LI-Onsite   We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. PLEASE READ OUR PRIVACY NOTICE (HTTPS://WWW.WPP.COM/EN/CAREERS/WPP-PRIVACY-POLICY-FOR-RECRUITMENT) FOR MORE INFORMATION ON HOW WE PROCESS THE INFORMATION YOU PROVIDE.