Collections Specialist

Job Description

Managing the team to deliver to KPIs, by regular team meetings, floor walks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes TCS cultural values and behaviours, ensuring the team have the appropriate training, skills and knowledge to be able to provide best customer services on every occasion, and are motivated to deliver against challenging standards of service targets.

Manage the work of the team to ensure that timeliness and quality is the underlying principle of all process under their control, and to ensure that the team works within their job descriptions and adheres to relevant policies, processes and controls. This includes reviewing call monitoring and Quality.

Effective performance management of team and individuals to ensure Key Performance Indicators, targets and objectives are met. Provide feedback, support and guidance where necessary. Lead, Coach and Support the effective performance of the Team to provide a level of customer service to both internal and external customers that ensures first class customer focus and delivery (including first line management of employee attendance, appraisals,

performance, discipline and grievance instigating/conducting informal & formal measures when appropriate).

Make full use of systems to progress decisions that are right for the customer, profitable to the company and the performance of the team.

Preparation of management reports and information, utilising and developing alternative/improved methods of gathering information, to allow more effective reporting

Person Specification

Performance, discipline and grievance instigating/conducting informal & formal measures when appropriate).

Make full use of systems to progress decisions that are right for the customer, profitable to the company and the performance of the team.

A customer focused, enthusiastic and flexible approach

Ability to work in a targeted environment

Good problem solving, questioning, negotiating and influencing skills

Adaptable to change and ability to work under pressure

Ability to work to a high degree of accuracy

Knowledge/Experience:

2+ years B2B Collections / Order to Cash experience at a Managerial level.

Strong supervisory/management experience in an F&A operational environment.

Competencies/Skills:

Proven ability to make sound business judgments

Team Player with Strong Performance Management abilities

Create and implement processes that result in improved business performance

Strong execution skills with focus on clear, realistic action steps and timeliness

Strong working knowledge of Ms Excel and PowerPoint

Strong oral and written English communication skills

Ability to work effectively in ambiguity, shifting priorities and multiple deadlines.

Qualifications:

College Graduate preferably with a major in Accounting, Finance, Business Management or other relevant fields