Organisation: Transport for NSW
Job Title:Shared Services Officer Accounts Payable
Location: Burwood
- Commitment to and enthusiasm for customer service delivery in an accounts payable environment
Throughout my career I have demonstrated excellent customer service skills. In my current position as an Accounts Payable Officer for the Thorn Group, I provide service to a diverse range of both internal and external clients throughout the day. I always strive to provide a professional, courteous and respectful service. I also try to be proactive in meeting customer needs and requirements.
While working for my current employer, the company purchased National Credit Management Limited (NCML). The acquisition involved the relocation of NCMLs operations from Melbourne to Sydney. This move caused significant disruption to the accounts payable function, with up to 70% of NCML invoice information missing. This meant that many vendors’ accounts were not being paid due to incomplete records. I made it a priority to contact all the affected vendors as quickly as possible to explain what had occurred, and to chase down copies of the relevant invoices. I then fast tracked approval, processing and payment for all these items.
This example demonstrates my standard level of commitment to providing excellent customer service. Within an accounts payable environment this includes a range of things, such as returning calls and emails in a timely manner, and providing responses to requests for information accurately and in a timely manner. Another important component of good service is to contact customers regarding invoice discrepancies that delay payment immediately. Customers want to know when an invoice is not in payable status so that the matter can be resolved as soon as possible and payment progressed.
I also ensure that in order to provide accurate and consistent answers to customer inquiries I have an excellent understanding of the company’s policies and procedures relating to accounts payable. With this knowledge I can explain procedures and processes (such as those relating to staff expenses and corporate credit cards) clearly and concisely.
- Proven aptitude for adapting to new situations and to learning and implementing new processes and procedures
Working within accounts payable often means adapting to changes in technology as new financial management systems are introduced or software is updated within companies. I have always adapted to these changes quickly, and have excellent skills in learning how to utilise new programs quickly and efficiently.
While I was working at NACCO the company changed their computer system from GBDS (an in house customised system) to SAP. Part of my role was to run the accounts payable function in parallel on both systems. This required not only that I learnt SAP quickly, but that I had to do so while managing an increased workload. I gained an excellent knowledge of SAP in a short space of time, and ensured that the transfer of the function to the new system occurred without any problems.
Similarly, every company I have worked for have their own specific policies and procedures with regard to things such as allowed staff expenses. I make it a priority to gain understanding of these documents as soon as possible to ensure both the accuracy of my work and to enable me to provide advice to my customers as required.
I also strive to rationalise and improve processes wherever possible. A recent example of this was when I implemented a signature registry for the approval of invoices. Previously there had been no centralised record held in the accounts area that listed the required delegates for specific invoices. This resulted in invoices getting signed off by staff without the required authority to approve them. In turn, this caused delays in approval and payment. The system I introduced reduced the error level in approvals, and therefore reduced payment delays in the system.
- Sound oral, written and interpersonal communication skills with ability to resolve issues with a diverse range of people
Both my professional career and my tertiary studies have contributed to developing my strong verbal and written communication skills. This includes the ability to communicate clearly and confidently, and to interact effectively and respectfully with people from all levels and backgrounds. As part of my current role I am required to confidently liaise with a range of internal and external clients. This involves providing clients with information and advice in relation to a diverse variety of matters.
The best way to resolve any issues that may occur with clients is to have already built and maintained productive relationships with them. I achieve this by being courteous and professional at all times, and always trying to respond to my customer’s needs. In this type of mutually beneficial relationship, the client respects your advice, and trusts your commitment to resolving any problems that may occur.
Working within a financial environment, it is also important to consider that clients have varying degrees of knowledge regarding accounts processes and that you need to tailor the information you provide to them based on this. I always communicate clearly and adapt my language and message content based on who the client is. I make sure I have addressed the issues that the client was concerned about, and I check they have understood the information or advice that I have provided them with. My approach is to work with my customers as partners to resolve their issues, and I always follow through on any commitments I make to them.
I am currently completing a Bachelor of Business and Commerce at the University of Western Sydney. Part of my assessment requires that I work in a team to research projects and present assignments. These projects, which require you to interact with students from a diverse range of backgrounds, have also enhanced my communication skills.
I also respond to client enquiries and requests for information via email and through the provision of various reports. I focus on ensuring that the information I provide is clear, covers the key information required and is adapted to suit the recipient. Similarly, I have had to prepare several assignments for university, and this has further developed my written communication skills.
- Sound numerical, analytical and problem solving skills
The many financial services positions I have held have all necessitated excellent numerical skills. I am able to integrate data from different sources, summarise numerical information and verify calculations. My numerical skills are enhanced by my exacting attention to detail and accuracy. It is also relevant that I have strong skills with Microsoft Excel, particularly in the use of pivot tables, using functions such as VLookup and creating formulas. These skills demonstrate my numerical abilities within a financial services environment.
I also have consistently demonstrated strong analytical and problem solving abilities in all the roles I have held. While employed at NACCO as the Accounts Payable Coordinator I had to settle all inter-company payables and receivables via telegraphic transfer on the same day each month. As part of this process, called netting, I used to prepare and send netting notifications to all the company’s factories each month. These notifications had the details of all the company’s accounts payable and receivables which were due (in the relevant currency). There were often discrepancies in account details, which then required that I investigate the matter, analyse and solve the issue before making required changes. Once I had ensured that all problems had been resolved, I would send the netting notification to Citibank for telegraphic transfer.
Another example of my problem solving abilities relates to a duty I undertook in a previous position that involved making overseas payments from the company, facilitated through Citibank. When I commenced in the position all these payments were done individually on a case by case basis. This meant that every transaction, sometimes to the same payee, had to be initiated from scratch. After discussions with the bank I determined that the vendor details could be set up with the bank, which would streamline the payment system. This change reduced the required processing time for these payments by approximately 75%.
- Ability to maintain a high degree of accuracy and work to strict deadlines
Working within a financial environment requires excellent accuracy at all times. I have had to exhibit such accuracy in relation to a range of functions, including cash and accounts reconciliation, banking, foreign exchange, accounts payable, accounts receivable, and the preparation of various financial reports.
Within these functions there are several tasks that demonstrate my abilities in this area. For example, to reconcile general ledger accounts I need to check the account codes, the description of the transactions, and ensure that transactions are all posted to the correct creditor’s accounts. In relation to vendor accounts, I need to verify the invoice with the purchases order, the delivery note and details, check the quantity, unit price and amount to be paid, and verify posting to the correct accounts.
The cash management process also requires accuracy. For example, to process EFT payments of accounts using online banking facilities I have to ensure that all the invoices are properly authorised, the general ledger coding is correct, and the list of creditors to be paid in batch is authorised before starting to process payments by uploading the file to online banking facilities. I ensure that the physical batch total amount tallies with the online bank totals before processing the payment.
I am also required to meet a range of strict deadlines in my current role. Vendor payments have a 7 day, 14 day or monthly payment date deadlines. These accounts must be paid correctly, accurately and on time or the vendor may suspend their account with the company. Another example includes the general ledger reconciliation process, which has to be completed and submitted to the Accountant for review by mid-month. Similarly, I need to comply with the month end processes, ensuring all invoices have been entered by a set monthly date.
- Evidence of being highly organised and efficient
A great deal of the work I undertake is generated via incoming emails. I have developed a process of organising all incoming emails, flagging them based on due dates and levels of priority. I also place bring up dates on these items to ensure they are completed by the required deadlines. Another system I have in place to ensure I am organised, is a tracking sheet in Excel which lists all upcoming due dates on work items, as well as information on current progress.
As mentioned in the previous criterion, in my current and previous roles I have had to meet a range of daily, weekly, monthly and yearly deadlines. Some of these included completing weekly and monthly payment runs, monthly reconciliation of creditor statements, processing of all invoices by the specified payment date, weekly payment runs for local and overseas vendors in various currencies, reconciliation, coding and payment of corporate credit cards, daily bank reconciliation, preparing and processing month-end journals, maintaining the asset register in MYOB on a monthly basis, quarterly stocktake for fixed assets, fortnightly cheque runs and the timely processing of payments for staff expenses, such as staff travel allowance.
In between prioritising all the work that needs to be completed by set deadlines, I also need to ensure that all non-urgent and ongoing work is completed in a timely manner. This includes responding to a range of customer queries and providing information to various stakeholders as required.
To ensure I meet all deadlines and keep up to date with other work, I develop a detailed schedule that clearly lists all activities and due dates. I then stay on task, reviewing the items regularly and ensuring I am meeting my goals.
- Proven ability to use a computer based accounts payable system
I have extensive experience with a wide range of computer based accounts payable systems. In particular, I have a great deal of expertise utilising SAP, including processing incoming invoices and managing the weekly payment run. The payment run report is then produced and a file is created in SAP.
Other duties I have performed in SAP include clearing of foreign exchange payments, the maintenance of vendor accounts, coding and processing of supplier invoices in AUD, USD, SGD, EUR and HKD currencies, and monitoring the Business Planning and Control System and SAP interface, resolving any problems that emerged.
I have also used MYOB to undertake a range of tasks, including maintaining an asset register and managing the reconciliation process. Another program I have experience with is Microsoft Dynamics Nav, which I used to complete weekly and monthly payment runs.
It is also relevant that I have excellent skills with Microsoft Excel, particularly in the use of pivot tables and using functions such as VLookup and creating formulas. I have used Excel for daily reporting and to design various worksheets for the managing of financial information, such as the costing of machinery parts. I have also used it to import data from accounting and inventory software programs for reconciliation purposes (to reconcile general ledger accounts and to reconcile creditors’ accounts using VLookup).
- Evidence of capacity to be an effective member of a team
I have always enjoyed working in teams, and have strived to build positive, productive relationships with the people that I work with. In previous positions I have actively participated in weekly team meetings where ideas and information were shared and discussed. This was a good opportunity for staff to contribute their differing views and experiences, as well as varying perspectives and skills. Working collaboratively in this way enhanced communication and helped the team to deliver a seamless and integrated service to our customers.
In my current role I work with new staff, explaining the accounts payable system and procedures to them. This covers items such as what expenses they are entitled to claim and what forms they need to complete. I also give them advice on approval requirements for various items, and when they need to submit items for payment. I find that this establishes a mutually beneficial relationship where they have the information they need to submit items correctly, and I get the information I require to expedite any claims or invoices. In my current role we also cover each other’s leave and other absences, sharing the work load to ensure that when our colleague returns their work is up to date.
Another example of where I previously worked as part of a team with internal stakeholders relates to the stocktake of fixed assets I undertook at the end of every quarter. I coordinated my role with the Manager of Information Technology and staff from the Machinery Parts and Operations Departments to provide asset register reports and to organise for the physical stocktake. We undertook this task successfully, working as a team to verify the fixed assets, taking note of any discrepancies, before making adjustments as required. I then provided the final fixed asset reports to all the departments. We managed the task effectively and efficiently with minimal disruption and a high degree of accuracy. We achieved this by communicating regularly, keeping each other informed of progress, and by making sure everyone clearly understood their individual responsibilities.
