Maersk - Team Leader/Team Manager - AR Collections

Team Leader/Team Manager - AR Collections

Objectives & Accountabilities :

Process :

- Manage and maintain processes consisting of but not limited to Dunning execution, statement sending, report generation and execution and coordination between OTC, Collections and disputes teams where applicable.

- To ensure compliance with cluster specific SLA's and requirements including but not limited to business rules and regulatory requirements (country specific).

- Ensure all processes are executed in accordance with MAERSK business rules (GBP- s), collections strategy and workflow guidelines.

- Administrative and Tactical execution and process compliance over clusters assigned

- ESS Results

People :

- Responsible for the day to day management of team members for country assigned

- To coach and develop a team of Collections Analysts and Business Knowledge Experts.

- To communicate and cascade information and strategic direction from analytics managers down to direct reports and ensure delivery in line with SLA.

- Engage in coaching and development activities, including performance appraisals ongoing coaching activities and performance management.

- Proactively Manage team attrition

- Delivers back-up support for other regions in the event of a business contingency situation.

- Acts as a mentor to the team delivering sufficient process and domain knowledge

Stakeholder Engagement :

- To ensure timely and effective communication of deliverables, risks and challenge areas to respective internal stakeholders.

- Co-ordinate with internal GCS delivery teams, as required

- In the case of escalations, communicate to Analytics manager detailed feedback regarding performance, risk areas and ensure mitigation actions are taken immediately.

- Country satisfaction scores

- Provides back-up support to the Analytics Manager

- Demonstrate clear and effective communication with all internal stakeholders.

Performance :

- Manage all relevant KPI's associated with delivery of reports/process under management including but not limited to CMR Reporting, Collections standard reporting packages, Dunning execution, statement sending and compliance and OPPR reporting.

- Contribute to the improvement of processes within scope.

- Identify matters that require escalation and report back to a Collections Analytics manager with details including recommendations related to potential performance improvement areas.

- Drive efficiency and productivity improvements within the analytics team with a strong focus on maintaining quality and driving standardization

Knowledge & Qualifications :

- University qualification in accounting & Finance, computer science or the equivalent.

- Exceptional English comprehension skills. (both spoken and written)

- Strong understanding of Finance and Accounting processes.

- 2-4 years experience in Analytics

- 4 + years experience with Collections, AR, banking or an outbound contact center preferred.

- Knowledge of MAERSK Systems is required.

Behavioral & Knowledge Competencies :

- Excellent communication skills

- Adaptable. Innovative & Results orientated

- Proactive, Innovative, Approachable & Flexible

- Be a Team Player, a self motivated individual and accountable

- Drive change and improvement

- Capable of managing difficult situations

- Strong focus on business goals

- Ability to interpret financial reports and performance data.

- Budget minded with focus on cost management

Requirements :

- Complete night shift Process( Timing 5pm to 2am)

- Excellent computing skills.

- Detail oriented

- Coaching & Development Skills

- Perform basic supervisory tasks

- Proven team management skills

- Fluent in English (Written & Oral)