Subject Matter Expert (SME)

Subject Matter Expert (SME)(41970)

Lloyd’s Register
Location: United Kingdom

What we are looking for

To provide subject matter knowledge and operational support across Invoice Query, Email Triage and associated processes, ensuring activities are delivered effectively, consistently and in accordance with agreed procedures, service levels and business requirements.

The role will act as a key point of contact for complex operational and process queries, providing guidance and support to internal and outsourced teams and working closely with the Global Process Owner and key stakeholders to identify and resolve issues.

With a high degree of initiative, the role will support the effective management of operational performance, quality and workload, identify opportunities for continuous improvement and contribute to the ongoing development and embedding of processes and systems.

What we offer you

• The opportunity to work for an organization that has a clear sense of purpose, is values-driven and helps colleagues to develop professionally and personally through our range of people development programs.
• A Fixed Term Role

The Role

Working closely with the Global Process Owner, outsourced service providers and key stakeholders across Finance and Service Delivery. Main duties will include, but are not limited to:

• Act as a Subject Matter Expert for Invoice Query, Email Triage and associated processes, providing guidance and support to operational teams and key stakeholders.
• Support the Global Process Owner with the day-to-day oversight of Invoice Query operations, helping to identify operational risks, issues, backlogs and areas requiring intervention.
• Provide skilled support in the investigation and resolution of complex invoice queries, working across relevant teams to facilitate timely resolution.
• Act as an escalation point for complex process and system queries, investigating issues and coordinating with relevant stakeholders to determine appropriate actions and solutions.
• Support the effective operation and ongoing development of the Invoice Query Tool (IQT), providing process knowledge, identifying system or workflow issues and supporting the implementation and embedding of improvements.
• Work closely with outsourced service providers to support delivery against agreed service levels, quality standards and operational expectations.
• Review operational data, dashboards and reporting to identify trends, aged work, process bottlenecks and areas requiring additional focus or corrective action.
• Support quality assurance activities, identifying recurring errors or knowledge gaps and working with teams to implement appropriate corrective actions.
• Provide coaching, guidance and knowledge support to operational colleagues, including the development and delivery of process training and supporting materials where required.
• Support the implementation of new or amended processes, ensuring operational teams understand requirements and that changes are effectively embedded.
• Work collaboratively across functional teams to investigate root causes of operational issues and facilitate effective end-to-end solutions.
• Identify opportunities to simplify, standardize and improve processes and controls, supporting the organisation's continuous improvement objectives.
• Maintain and develop process documentation, procedures and guidance to ensure these remain accurate and aligned with current ways of working.
• Support operational meetings, working groups and improvement initiatives, providing subject matter knowledge and ensuring agreed actions are progressed.
• Build effective working relationships with stakeholders across the organisation, acting as a link between operational teams, process owners and other business functions.
• Provide cover and additional operational support to the Global Process Owner where appropriate, ensuring continuity of key activities and priorities.