About this role
• Must have an experience of managing a team size of 10 • Provide coaching, feedback, and ongoing training to team members to enhance performance • Effectively manage queue and balancing of work loads • Monitor team performance metrics, on all types of work and able to review and shared feedback and mitigation plan • Ensure that the guidelines are followed as per standard procedures • Exception handling query from customer for which they called and able to provide a solution withing a short timeframe. • Should be able to understand transaction flow and able to help customer to inform with their amount due for payment, sharing payment status, invoice copy. • Must have good understand of refund process and able to help customer with their legal refunds within define TAT and providing them right information on the refund status. • Ensure that the quality of the transactions is in compliance with predefined parameters • Should review and provide feedback on SOP’s and Governance deck and MI reporting
• Foster a positive and collaborative team culture that promotes open communication and mutual respect • Adherence to laws and best practices in regard to dealing with customers and their data including PII/Financial etc • Good communication both written and verbal • Good knowledge of collections strategy and client management experience • Knowledge of multiple ERP systems will be an added advantage. • Good decision-making skill. • Committed to achieving specific objectives and takes ownership for accomplishing them. • Effectively balances quality, customer service and productivity standards • Ability to prioritize & multi-task • Exhibits meticulous attention to detail • Excellent problem solving & analytical skills • Act as liaison between team members and management & bring issues/concerns to management
• Graduate in accounts. B. Com Hons is preferred • Minimum 6 years to 8 years of experience in an international OTC and R2R process from Retail industry • System understanding of IBM I (iSeries)], Worldpay, Blackline, Bottomline and HSBC Banking platform will be and added advantage • Must have client management experience and experience of managing a team size of 10 members