Deputy General Manager - Collection Lead
Supervises the billing & data entry process for assigned functions, Coordinates invoice delivery, Implement procedures to improve efficiencies, cost reduction and accomplish internal/local policies. Preparing of managerial reporting as required. Work with the team on involved areas on issue resolution.
Operation Management :
- Ensure performance KPIs are met or exceeded, including monthly collection & Past Due targets
- Responsible to track & control the delinquency
- To manage productivity by fixing productivity parameters for in-house team members
- Manage end-to-end collections process, including Inbound and Outbound calling teams.
- Monitor and govern collections follow-up stratergy by collector
- Coordinate with Internal stake holders on various collections aspects
- Bringing proactive and innovative ideas to improve service / deliverables to the client based on current performance and risk understanding
- Handling queries and escalations. Ensuring team responds to queries within agreed turnaround time
- Coordination with Internal stakeholders, process experts, developing services and systems as required
- Weekly, Monthly interaction with Internal stakeholders. Closure of all open issues
People Management :
- Prepare and run daily team briefing/ weekly team meetings
- Plan team capacity, assign team work accordingly and addresses proactively potential bottlenecks/ backlogs
- Manage, motivate and develop staff.
- Coach team members and ensure they receive orientation and appropriate development opportunities
- Develop a specific management culture for shared services aimed at efficient delivery of services
End-to-End process improvements;
- Ensure adherence to internal and external guidelines as well as to a standardized process landscape
- Contribute ideas and actions towards the continuous improvement of processes within area of influence
- Support process improvements initiatives and related projects
Relationship Management:
- Respond to stake-holder inquiries on timely basis
- Maintain positive work relationships with members of other teams in and outside the SSC to whom information is provided or from whom information is gathered
- Assist in establishing and maintaining strong, collaborative relationships with internal and external customers
Required:
- Bachelor/ Master's degree in Finance/ Accounting
- 12+ years of relevant experience in OTC, of which 3+ years should have been in Team Leadership role
- Experience with managing end-to-end Collections Process in a Subscription business
- Experience in working with multiple ERP Application
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