Summary of essential Job functions

Responsible for the OTC/PTP/RTR processes overall deliverables
Good understanding of end to end OTC/PTP/RTR cycle
AR – Collections experience of 8+ years
Sets the goals and targets for the process/people
Responsible for publishing the metrics, dashboards to the client.
Manage client communication and expectations
Manage customer escalations with appropriate response (Written and Verbal)
Ensures Process governance – effective controls in place,(SLA, operational parameters, policy compliance with leave)
Maintain current understanding of policies and procedures and communicate the same to the team
Initiate and drive process improvements to ensure adequate value to the client and process
Oversee and ensure training is on track and is completed by the prescribed timelines
Comprehend performance measurement and conduct appraisals for Executives and SMEs
Responsible for Team management – Cohesion, motivation, mentoring, managing attrition
Client management on day to day operation, first point of contact for any escalations; acknowledge and resolve escalations on a priority basis
Working knowledge of reporting requirements and responsible for timely and accuracy of Internal Management and Client reports
Conduct and lead the process reviews with Client providing comprehensive update on the process and future plans
Adhering to Client SLA

Technical Skills and Experience/Qualification

Good/Fair understanding of US GAAP policies and procedures
Advance Level computer skills in MS Office especially Excel and Power point presentations
Production Management - Production & Quality
Excellent understanding of SLA calculations
People Management
Supervisory skills; Manage client escalations, Delegation & Control
Reporting skills – End to end metrics
Responsible for the P&L

Soft Skills and Abilities

Required

Excellent Written and Verbal Communication Skills
Build Innovation mind set in the team
Strong analytical ability
Attention to detail
Functions effectively within a team
Accuracy, ability to operate a system to perfection and persistence in routine work
Client communication skills on day to day operations.
Presentation skills
Training skills
Confidentiality
Comfortable working in night shifts

Qualifications

Completed 2 Years in College/Bachelor/Masters in Commerce or Accounts or MBA
12 - 15 years of BPO experience with at least 10+ years in Finance and Accounts domain (Preferably OTC/PTP/RTR).

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