Respond to cardholder queries and support the resolution of declined transactions, account issues and other card-related matters.
Customer Service & Stakeholder Management
Respond promptly and professionally to employee queries received through the T&E support desk.
Provide clear guidance on expense policy, travel requests, corporate cards and system processes.
Compare approved travel requests with submitted expense claims, investigate discrepancies and follow up where required.
Build effective working relationships with employees, administrators, managers and internal stakeholders.
Handle personal and financial information with appropriate confidentiality and discretion.
Training & System Support
Assist employees and administrators with SAP Concur and related travel and expense processes.
Support user training, process guidance and the maintenance of training materials and documentation.
Help test and implement system enhancements, new products and process changes.
Record, investigate and escalate system or processing issues, supporting resolution where appropriate.
Operational Support
Maintain agreed service levels, procedures and controls across day-to-day T&E operations.
Work with Accounts Payable, Compliance, Internal Audit and other teams to resolve operational matters.
Collaborate with global Expense Processors to share knowledge and support consistent service delivery.
Escalate issues appropriately and contribute to team projects, process improvements and management initiatives.
Develop working knowledge of company policy, relevant controls and T&E platforms.
Undertake other duties and projects as required.
Requirements
Experience & Skills
1–2 years’ experience in expense management, accounting, financial services, operations or a comparable administrative role.
Strong attention to detail, accuracy and organisational skills.
Clear written and verbal communication skills, with a strong customer-service focus.
Ability to interpret and apply policy consistently, exercise sound judgement and escalate issues appropriately.
Ability to prioritise competing demands, meet deadlines and remain effective under pressure.
Ability to work independently while contributing effectively within a regional and global team.
Proficiency in Microsoft Outlook, Word, Excel and PowerPoint.
Experience with SAP Concur or a comparable expense management platform is strongly preferred.
Personal Attributes
Professional, proactive and adaptable, with a practical approach to problem-solving.
High standards of integrity, discretion and accountability.
Calm and dependable in a fast-paced environment.
