GEM - Accounts Payable and Corporate Cards Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Position: GEM - Accounts Payable and Corporate Cards Manager

Location: Manila, Philippines

Reports To: Senior Manager, Global Accounts Payable (SMR)

Scope: Global Expense Management — Payments, Helpdesk & Corporate Cards

Work Schedule: 4PM to 1AM; flexibility required for global stakeholder engagement

Role Summary

Reporting to the Senior Manager, Global Accounts Payable (SMR), the GEM - Accounts Payable and Corporate Cards Manager is responsible for the end-to-end operational leadership of Genesys’s Global Expense Management function, with specific ownership of three critical pillars: Payments Processing, Expense Helpdesk, and Corporate Card Management.

This role is pivotal in ensuring timely, accurate, and compliant payment execution across all regions (NA, EMEA, and APAC), delivering exceptional helpdesk support to internal stakeholders, and maintaining a well-governed corporate card program. The Manager will partner closely with Procurement, Finance Controllers, Treasury, HR, and Internal Audit to drive operational excellence, process standardization, and continuous improvement within the Global Expense Management framework.

As the function continues to evolve, this role will also serve as a champion of digital transformation — actively leveraging and promoting AI-powered tools, automation, and data analytics to modernize expense management workflows and elevate team performance.

Key Responsibilities

A.  Payments Management

• Oversee end-to-end global payment operations, including vendor payments, and intercompany transactions, ensuring accuracy, timeliness, and compliance across all regions.
• Manage and review payment runs (ACH, wire transfers, checks, and virtual card payments), ensuring proper authorization.
• Monitor and resolve payment exceptions in a timely manner, escalating as appropriate to the SMR.
• Partner with Treasury on cash flow requirements, ensuring payment schedules are aligned with funding availability.
• Ensure all payment-related activities comply with SOX controls, internal audit requirements, and applicable tax and regulatory obligations.
• Prepare and review monthly payment metrics, KPI dashboards, and aging reports for SMR and senior finance leadership.
• Drive continuous improvement in the payment process, identifying and implementing automation opportunities in coordination with technology and finance teams.

B.  Expense Helpdesk Management

• Lead and manage the Expense Helpdesk function, serving as the primary escalation point for all expense-related queries from internal stakeholders, requestors, and business units globally.
• Establish and maintain helpdesk SLAs, ensuring queries and requests are resolved within agreed turnaround times and customer satisfaction standards.
• Oversee the triage, tracking, and resolution of incomplete or returned requests, implementing structured processes to reduce manual follow-up and improve first-contact resolution rates.
• Work with the SMR and relevant stakeholders to enhance Meeting & Event Tool (CVENT) workflows and status configurations to improve visibility and reduce email-based communication. Collaborate with Genesys Procurement Operations team and other stakeholder groups to define clear submission requirements and reduce the volume of incomplete requests routed to GEM.
• Develop and maintain helpdesk knowledge resources, FAQs, and training materials to support both team members and end users.
• Analyze helpdesk data and trends to proactively identify recurring issues and recommend systemic process improvements.

C.  Corporate Card Program Management

• Manage the global corporate card program end-to-end, including card issuance, limit management, policy compliance monitoring, reconciliation, and timely closure of delinquent accounts.
• Ensure cardholders comply with corporate card policies; investigate and resolve out-of-policy transactions, misuse, or compliance breaches in coordination with HR and Legal as appropriate.
• Oversee monthly corporate card statement reconciliation and ensure timely allocation of transactions to correct GL accounts.
• Act as the primary liaison with the corporate card provider, managing contract terms, fee structures, rebate tracking, and service escalations.
• Develop and deliver cardholder training materials and onboarding resources to promote policy adherence and proper card usage.
• Monitor card spend analytics, identify patterns of non-compliance or risk, and report findings to the SMR and senior stakeholders with actionable recommendations.
• Lead the evaluation and implementation of enhancements to the corporate card program, including integration with expense management platforms (e.g., Concur).

D.  People Leadership & Team Development

• Lead, coach, and develop a team of Expense Management specialists, fostering a culture of accountability, collaboration, and continuous improvement.
• Conduct regular performance reviews, set clear individual goals aligned with departmental KPIs, and identify development opportunities for team members.
• Manage team capacity, workload distribution, and coverage planning, particularly during high-volume periods such as month-end, quarter-end, and year-end.
• Maintain accurate and timely business process documents (BPDs) and workflow documentation applicable for current and future operations.
• Support the SMR in talent management initiatives, including hiring, onboarding, and succession planning within the GEM function.

E.  Controls, Compliance & Risk Management

• Ensure SOX controls and quality assurance tasks are consistently executed across all Expense Management processes, including payments, helpdesk, and corporate cards.
• Support Internal Audit in SOX readiness initiatives and respond to audit findings with timely and effective remediation plans.
• Maintain and update process documentation, including process flows, job aids, and control matrices, ensuring alignment with global standards and regional nuances.
• Proactively identify and escalate compliance risks or control gaps to the SMR and take corrective action as directed.

F.  Digital Transformation & AI Innovation

• Demonstrate experience with, or willingness to learn, AI-powered tools — including automation, data analysis, and generative AI — to enhance expense management and reconciliation workflows.
• Champion the adoption of automation and intelligent tooling within the GEM team, identifying opportunities to reduce manual effort and improve processing accuracy.
• Partner with Finance Technology and other relevant teams to evaluate, pilot, and implement AI-enabled solutions across payments, helpdesk, and card management processes.
• Stay current with emerging AP and expense management technologies, proactively sharing insights and recommendations with the SMR.

Other Responsibilities

• Provide support to designated FSSC initiatives and other global projects, as assigned.
• Maintain accurate and timely updates of BPDs, process workflows, and related documentation for assigned responsibilities.
• Support the FSSC operating framework and help foster an environment where excellence, accountability, change readiness, and adaptability are reinforced.
• Foster close collaboration across FSSC teams and cross-functional stakeholders to ensure alignment.
• Perform other duties as assigned by the Senior Manager, Global Accounts Payable or senior finance leadership, in support of broader Global Expense Management and Finance Operations objectives.

Qualifications, Skills & Experience

Education

• Bachelor’s degree in Accounting is required.
• CPA or other relevant professional certifications are a strong advantage.

Experience

• Minimum of 8 to 10 years of progressive experience in Accounts Payable, Expense Management, or a related finance operations role, with at least 6 years in a leadership role
• Demonstrated experience managing payments operations, corporate card programs, and helpdesk/support functions within a global shared services environment. Prior experience leading other Expense Management sub-processes — particularly Invoice Processing and Travel & Expense (T&E) is considered a strong advantage.
• Proven track record of leading process improvement and automation initiatives within an AP or Expense Management context.
• Experience with SOX compli