System Director Accounts Payable Service Delivery

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Job Summary / Purpose

• Lead the Accounts Payable Service Delivery team in providing best-in-class payment services to suppliers of goods and services for the ministry
• Ensure SLAs are met; continue to assess needed improvements to the case management system in order to drive timely and correct resolution of supplier escalations and inquiries 
• Build and lead a high performing team, including identifying service growth areas and uplifting subject matter expertise, in order to enhance supplier experience
• Create and manage performance metrics that will continue to raise the bar on service delivery benchmarks 
• Establish process review protocols to evaluate and identify beneficial changes to existing workflows and procedures
• Leverage systems and technology to increase efficiency and productivity of the Accounts Payable Service Delivery team
• Partner with Supply Chain, Contracts, and Division leaders to enhance service delivery, resulting in positive experiences in moments that matter to CommonSpirit suppliers
• Partner with stakeholders and cross functional leaders to identify opportunities, and influence process improvements, to ensure service outcomes are consistent and measurable, and can support company growth
• Analyze people and supplier activity metrics to measure productivity, efficiencies, and identify areas that require continuous improvement
• Lead communication efforts to raise awareness on, and encourage adoption of, operational changes that impact suppliers
• Serve on cross-functional activities to ensure that the Accounts Payable Service Delivery function is represented when planning for key changes (e.g. mergers, divestitures, new systems/tools, system enhancements, etc.) that may impact service delivery and resources
• Maintain a strong service culture to ensure seamless support to CommonSpirit suppliers

Essential Key Job Responsibilities

• Lead the Accounts Payable Service Delivery team in providing best-in-class payment services to suppliers of goods and services for the ministryEnsure SLAs are met; continue to assess needed improvements to the case management system in order to drive timely and correct resolution of supplier escalations and inquiries
• Build and lead a high performing team, including identifying service growth areas and uplifting subject matter expertise, in order to enhance supplier experience
• Create and manage performance metrics that will continue to raise the bar on service delivery benchmarks
• Establish process review protocols to evaluate and identify beneficial changes to existing workflows and procedures
• Leverage systems and technology to increase efficiency and productivity of the Accounts Payable Service Delivery team
• Partner with Supply Chain, Contracts, and Division leaders to enhance service delivery, resulting in positive experiences in moments that matter to CommonSpirit suppliers
• Partner with stakeholders and cross functional leaders to identify opportunities, and influence process improvements, to ensure service outcomes are consistent and measurable, and can support company growth
• Analyze people and supplier activity metrics to measure productivity, efficiencies, and identify areas that require continuous improvement
• Lead communication efforts to raise awareness on, and encourage adoption of, operational changes that impact suppliers
• Serve on cross-functional activities to ensure that the Accounts Payable Service Delivery function is represented when planning for key changes (e.g. mergers, divestitures, new systems/tools, system enhancements, etc.) that may impact service delivery and resources
• Maintain a strong service culture to ensure seamless support to CommonSpirit suppliers
• Create a work environment that will improve collaboration and maintain confidentiality of supplier information
• Perform additional projects and responsibilities as assigned 

Minimum Qualifications
Required Education and Experience 
Bachelors in Finance, Accounting, Business or related field required.

Required Licensure and Certifications
CPA preferred

Required Minimum Knowledge, Skills, Abilities and Training

• Proven comprehensive understanding of an integrated Procure to Pay cycle
• 10+ years of progressive service delivery work experience
• Strong working knowledge of technology and digital solutions in an Accounts Payable service delivery environment
• Solid knowledge of prevailing Procure to Pay practices
• Strong understanding of accounts payable/supplier payment regulatory requirements, where applicable
• Demonstrated ability to work effectively in a large multi-state, high volume, complex, decentralized work environment,  preferably in healthcare
• Experience in building and scaling strong service delivery teams, developing roadmaps, and formulating plans to adapt to changing work environments
• Proficiency in MS Office (Excel, Word, Power Point)
• Extensive experience with Account Payable ERP and case management systems. Experience with Infor and/or similar automated AP systems is a plus
• Sound business acumen; ability to define root cause, drill into details, and implement effective countermeasures where required. Ability to identify opportunities and take appropriate actions.
• Action-oriented; proven ability to adapt and adjust own views and objectives in order to achieve defined goals
• Demonstrated commitment to employee development, recognition, and accountability to accomplish operational objectives
• Other proven attributes: Critical thinker; excellent communication skills; excellent interpersonal management skills; ability to work effectively in a fast-paced and continuously changing environment; attention to detail and ability to anticipate potential issues and planned solutions; ability to work with competing priorities; ability to work with confidential information; commitment to department and organization objectives