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).
