Finance Business Process Outsourcing (BPO) Lead

Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We’re bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. Covetrus has over 100,000 customers around the globe.

Summary:

We are seeking a proactive and service-oriented Business Process Outsourcing (BPO) Lead to establish and manage a centralized support capability within our Finance/Accounting Shared Services organization. This role will be responsible for designing and delivering a scalable process flows that support customer, vendor, and employee inquiries across Payroll, Invoice-to-Pay (I2P), and Order-to-Cash (O2C) functions. The role will provide support via self-service tools and by partnering with Shared Services functional teams to resolve more complex inquiries. The ideal candidate will drive service excellence through self-service portals, internal/external sites, ticketing systems, SLAs and performance metrics, chatbots, AI agents, and a multi-pronged interaction strategy that includes telephony, prompt menus, and dynamic routing based on call volume fluctuations and multi-time zone operations.

Key Responsibilities:

Service Delivery & Support Model

• Design and implement an Accounting Shared Services Help Desk framework to support internal & external inquiries.
• Develop and maintain service level agreements (SLAs) with business and corporate stakeholders.
• Ensure timely and accurate resolution of tickets through standardized workflows and escalation protocols.
• Partner with Payroll, I2P, and O2C teams to resolve more complete inquiries and improve support processes.

Technology & Automation

• Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with Finance, IT and other functional areas.
• Develop and maintain self-service tools including portals, inter/intranet sites, and FAQ & forms repositories.
• Design and implement telephony systems, prompt menus, and routing logic to manage incoming inquiries efficiently across time zones and varying call volumes. Performance Monitoring & Reporting • Develop and track KPIs related to ticket resolution time, customer satisfaction, and service quality.
• Benchmark against Shared Services and Global Business Services (GBS) industry best practices to identify gaps and opportunities.
• Propose innovative strategies and approaches to elevate service delivery and user experience. Continuous Improvement • Source, manage, and execute a portfolio of initiatives focused on improving help desk efficiency and responsiveness. • Conduct root cause analysis on recurring issues and recommend process or system changes.
• Collaborate with functional teams to ensure help desk content and workflows remain accurate and relevant.

Qualifications:

• Bachelor’s degree in Business, Operations, IT, or related field. • 5+ years of experience in service delivery, help desk operations, or Shared Services support roles.
• Experience with ticketing systems (e.g., ServiceNow), chatbot platforms, telephony systems, and knowledge management tools.
• Strong analytical skills and familiarity with performance metrics and reporting tools. • Excellent communication, problem-solving, and stakeholder management skills.
• Project Management or Six Sigma certification is a plus.

Why This Role Matters: This is a high-impact, foundational role that will shape how Shared Services supports the business. You’ll have the opportunity to build a scalable help desk model, improve service delivery, and enhance the employee experience across the enterprise.

Salary may vary depending on factors such as confirmed job-related skills, experience, and location. It is not typical for an individual to be hired at or near the top end of the range for their role. Compensation decisions are dependent upon the facts and circumstances of each case.

However, the pay range for this position is as follows. Sales Positions are eligible for a Variable Incentive

$67,100.00-$95,800.00

We offer the following benefits for you to take advantage of while you are here provided you meet the eligibility requirements under each governing program:

•            401k savings & company match

•            Paid time off

•            Paid holidays

•            Maternity leave

•            Parental leave

•            Military leave

•            Other leaves of absence

•            Health, dental, and vision benefits

•            Health savings accounts

•            Flexible spending accounts

•            Life & disability benefits​

•            Identity theft protection

•            Pet insurance

•            Certain positions may include eligibility for a short term incentive plan

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.