• Lead day-to-day P2P Query Management delivery across Tier 1 and Tier 2 activities, including workload, coverage, response, closure, ageing and customer experience.
• Own adherence to agreed inquiry SLAs and KPIs, including priority classification, first response, resolution, Tier 1 closure, accuracy and escalation performance.
• Ensure one approved query taxonomy, ownership model and routing logic across F&A P2P, Procurement/S&P and other support channels to prevent duplicate or unclear accountability.
• Govern complex escalations and coordinate with Apple process owners, Accounts Payable, Procurement, Tax, Expense, Vendor Management and system-support teams.
• Lead staffing, shift and capacity planning; manage peaks, absences, business continuity and resource readiness against the agreed service window.
• Own operational reviews, ageing analysis, root-cause analysis, corrective actions, knowledge effectiveness and query-deflection opportunities.
• Ensure SOPs, knowledge articles, escalation matrices, quality plans, training and certification remain current and audit ready.
• Coach 3A and 2A resources, manage performance and succession, and maintain the appropriate skill mix for the query complexity profile.
• Oversee transition, cutover, hypercare and steady-state stabilisation and protect contractual boundaries, exclusions and stopped-clock dependencies.