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Job Summary
The Director, Global T&E Shared Services owns the global T&E service delivery model and leads the dayâtoâday operations of the T&E shared services function. This role drives service excellence, standardization, and continuous improvement across regions, while closely partnering with Accounts Payable, Payroll, and IT to optimize upstream and downstream integrations (e.g., Workday, ERP) and ensure a frictionless employee experience.
The Director defines the operating model and roadmap, standardizes processes and controls, implements best practices, and measures performance through KPIs to reduce cost, elevate compliance, and improve service levels globally.
This role will sit in the Greensboro, NC office on a hybrid schedule of two days in the office, three days remote.
Key Responsibilities
Strategy & Operating Model
- Define and evolve the global T&E shared services operating model, including scope, process ownership, service boundaries, and regional nuances.
- Develop and maintain the multiâyear roadmap and rollout plans for process, technology, and organizational enhancements.
- Establish processes between shared services and business units.
- Lead policy and procedure refinement to harmonize global practices while complying with local requirements.
Service Delivery & Continuous Improvement
- Oversee dayâtoâday T&E operations across regions, ensuring SLA attainment, customer satisfaction, and firstâtimeâright processing.
- Standardize T&E processes and document SOPs to enable crossâtraining and consistent global coverage.
- Implement best practices and control frameworks (SOX and internal controls) to mitigate risk and ensure compliance.
- Drive process reâengineering and automation initiatives to improve cycle times, accuracy, and costâtoâserve.
- Conduct regular business reviews with key stakeholders; lead the transition/onboarding of new entities or business units into the shared service model.
Technology, Data & Integrations
- Serve as the functional owner for the Concur Expense platform (and related modules), guiding configuration, enhancements, and release management.
- Partner with IT to streamline inbound/outbound integrations (e.g., Workday HCM, ERP, corporate card feeds) and resolve incidents with rootâcause fixes.
- Leverage Concur Intelligence (and other analytics) to support report and information requests, respond to audit requests and deliver insights to stakeholders.
- Define and track KPIs and metrics.(e.g., onâtime report processing, exception rate, policy violation rate, reimbursement cycle time, cost per report).
Corporate Card & Compliance
- Own global corporate credit card programs (issuance, hierarchy, T&Cs with issuers, delinquency management, and program analytics).
- Ensure policy adherence throughout the T&E lifecycle; propose updates based on regulatory changes, technology innovation, and user feedback.
- Drive education and change management (Quick Tips, job aids, trainings) to increase adoption and reduce errors.
Leadership
- Lead and develop a global team (currently four direct reports, with broader virtual/extended team).
- Set goals, coach, and create growth paths; foster a culture of service, accountability, and continuous improvement.
- Coordinate with AP and Payroll shared service leaders to align upstream/downstream processes and calendar dependencies.
Required Qualifications
Knowledge & Skills
- Deep technical and functional expertise in SAP Concur Expense (administration, configuration, reporting) and familiarity with Concur Travel and Workday preferred.
- Proven project/program management skills delivering multiâregion process or system rollouts.
- Strong internal controls and SOX understanding within T&E processes.
- Demonstrated process improvement capability (Lean/Six Sigma mindset); automation experience is a plus.
- Corporate card program administration experience (issuer relationships, controls, delinquency management).
- Analytical mindset with intermediate/advanced Excel; adept at storytelling with data.
- Excellent written and verbal communication, stakeholder management, and presentation skills; able to influence across functions and levels.
- High attention to detail with sound judgment and strategic thinking.
Education & Experience
- Bachelorâs degree in Accounting, Finance, Business, or related field (Accounting preferred).
- 3+ years handsâon with Concur (minimum); broader experience in global T&E operations strongly preferred.
- 8â12+ years total experience in Shared Services, Finance Operations, or related leadership roles (range adjustable per internal leveling).
Preferred Qualifications (Nice to Have)
- Experience with Workday and major ERP integrations.
- Exposure to global rollouts and multiâcurrency, multiâentity environments.
- Certifications: CPA, CFE, PMIâPMP, Lean/Six Sigma (Green/Black Belt) or equivalent.
Working Conditions
- Office environment: Greensboro, NC preferred; Hybrid; periodic peakâperiod demands.
- Occasional domestic and international travel for stakeholder meetings, transitions, or goâlives.
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For individuals assigned or hired to work in the location(s) indicated below, the base salary range is provided. Range is as of the time of posting. Position is incentive eligible.
For NC: $71,000 - $95,790/year
Total individual compensation (base salary, short & long-term incentives) offered will take into account a number of factors including but not limited to geographic location, scope & responsibilities of the role, qualifications, talent availability & specialization as well as business needs. The above pay range may be modified in the future.
Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care; and more. Click here to learn more on available benefits.
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