Expense Processing Senior Manager - Business Support Management

Join our dynamic team and shape the future of global banking operations. As a Commercial Banking Business Support Manager, you'll be at the heart of delivering superior administrative services and driving process improvements. Unlock your potential with us and make your mark in a fast-paced, collaborative environment.

As an Expense Processing Senior Manager within the Business Support Management team, you will lead a team of Expense Facilitators and serve as the primary escalation point, reporting directly to the local Expense Management VP. You will ensure day-to-day operations around control, governance, and monitoring are effectively managed. In partnership with Expense Management managers, you will oversee new hire training, handle medium to complex research and escalations, recommend process improvements, and provide reporting and analytics support as needed. A strong understanding of Travel & Expense processes and a commitment to operational excellence are essential for success in this role.

Job responsibilities:

• Serve as the first level escalation point for the Manila Expense Management T&E Team. Ensure the team is trained and fluent in firmwide and LOB-specific T&E policies and business practices. Manage day-to-day operations and interact with all team members and BSM internal stakeholders.

• Handle high-volume or unique activities requiring interaction with multiple internal stakeholders and partners, maintaining strong customer service standards.

• Ensure hiring is completed within allowable timeframes. Build and maintain a robust new hire training framework and enhance the new hire experience.

• Oversee timely completion of manager admin and ad hoc tasks, including attendance tracking, required learning, PTT/GATT, regular 1x1 coaching, team huddles, documented check-ins, and adherence to attendance and tardiness policies. Manage timely performance actions as needed.

• Create and maintain playbooks and procedures for easy reference by team members and managers on various processes and tasks.

• Recommend and execute process improvements for efficiency gains, cost savings, and enhanced stakeholder experiences. Explore robotic and low-cost solutions to address team challenges.

• Ensure adherence to Quality Control and Quality Assurance standards. Report gaps and failures, implement corrective actions, and maintain operationalized reporting, data, and analytics repositories for performance tracking. Monitor BSMT alignment updates, KPIs/OKRs, trends, and recommended action items/plans on a monthly, quarterly, and year-to-date basis. Drive and lead control-driven initiatives such as QR/QC scorecards and KPI building.

 

Required qualifications, skills, and capabilities:

• Bachelor’s degree or proven experience in expense management, business operations, or a related field.
• Solid experience in a people management role
• Ability to respond to multiple high-priority requests concurrently, keeping all stakeholders updated on status.
• Highly organized with exceptional attention to detail; ability to keep close track of progress.
• Able to work in a dynamic, fluid, fast-paced environment.
• Ability to be discrete and maintain confidentiality on a wide range of issues.
• Knowledge of MS Outlook and MS Suite (PowerPoint, Excel, Word)
• Strong interpersonal, analytical, prioritization, and communication skills.
• Commitment to customer service and ability to work in a team-oriented environment.
• Ability to think outside the box and generate ideas for process improvements.
• Must be willing and able to work night shifts during US core hours.

 

Preferred qualifications, skills, and capabilities:

• Experience in a travel & expense system (e.g., Concur, CWT) or finance or similar business function is a plus.
• Highly comfortable with learning and adapting to new technologies.
• Project management experience is preferred.