Roles and Responsibility

Work as a Group/Track/Service Delivery Manager for B2B Credit and Collections.

Key responsibilities would include:

- Lead a team of Collection and Credit Analysts, SMEs and Team Leads for the assigned AR Portfolio.

- Be the primary owner of team's performance and service levels

- Identify and lead efforts to execute process improvements and transformation opportunities

- Be responsible to produce and manage daily and monthly SLA/KPI reports (performance and business metrics)

- Be responsible to implement industry best OTC operational practices, identify tools and technology as applicable for the process

- Lead internal and external governance for team performance and process health

- Be the process owner in Collections and Credit team and provide guidance to overall team

- Drive operational excellence and responsible for people and performance management

Domain Experience

- Should have understanding of end-to-end Order to Cash (OTC) operations and SME expertise and experience in B2B Collections/ Credit Control team

-Should have experience as Individual Contributor and Team Lead/ Manager in outbound Collections and Credits team

- Should have good experience & understanding of Collections strategy, Ledger account maintenance and month end AR reporting

- Should have expertise in tracking, managing and reporting performance and business metrics for Collections and Credits

Technical

- Hands on experience in SAP(including invoicing, contracts, workflows)

- Preferable: Zendesk, Seibel CRM

- Experience in Workflow tools

- Experience in MS Office

- Experience in Visio (Creating process flows/Blueprints)

Soft Skills:

- Good communication skills

- Analytical & problem-solving skills.

- Able to speak and coordinate with other functions in order to resolve the issues on time

- Prior Team handling and people management is mandatory

- Managing customer experience

- Stakeholder and change management

General Manager Order to Cash - B2B (AR/Collections) | BPO Directors