Purpose of Role:

To manage & improve overall operations & quality of the region or process, and ensure customer and employee satisfaction

 

Scope of role:

Handling a large process for a region / handling a small process globally and responsible for process delivery

People management responsibility for one’s Team Leads, typically between 4-8 (and indirect people responsibility for 10-60 people depending on process size)

 

Key Responsibility Areas:

1. Planning for delivery
2. Securing delivery
3. Quality assurance
4. Escalations resolution
5. Customer relationship
6. Process improvement
7. Resourcing
8. Securing performance
9. Developing & motivating the team
10. Communication
11. Organisation initiatives

 

Key Tasks:

 

1. Planning for delivery

• Undertakes resource allocation & work planning
• Identifies, recommends & implements relevant metrics that ensure SLA delivery and analyses metrics data & reviews metrics regularly
• Identifies critical areas, implements key controls in these areas & ensures that controls are met
• Gives inputs & requirements to Senior Management for contingency plans & disaster recovery plans

2. Securing delivery

• Ensures adherence to SLAs through reviews with Team Leads & interacting with other processes and DPO / GPO as required
• Resolves process-related queries from Team Leads
• Makes required decisions relating to process in cases of contingencies
• Plans, executes & communicates changes in process like policy or functionality changes, new sub-process migration, testing and other projects
• Proactively communicates process exceptions & deviations to Senior Management, and bottlenecks to all process stakeholders
• Ensures that additional workload on account of acquisitions is executed

 

 

 

 

3. Quality assurance

• Drives quality consciousness on the floor, reviews audit data & takes corrective actions, uses quality tools within the process
• Replicates & standardises best practices across teams & regions within the process
• Prepares necessary regular & ad-hoc reports and reviews reports prepared by team
• Ensures adherence to Sox & other guidelines, and supports internal & external audits

 

4. Escalations resolution

• Resolves escalations relating to process & customer servicing raised by customers & other process stakeholders

 

5. Customer relationship

• Interacts with customers through regular reviews to resolve customer queries & escalations, give process status, get queries resolved & share information
• Follows up with customers, IT Apps, & other stakeholders to get required information & resolve issues
• Handles critical communications with customers
• Builds & maintains long-term relationships with customers & stakeholders
• Pushes back & is assertive with customers with regard to process responsibility & delivery issues when required
• Gets voice of customer through feedback & implements appropriate suggestions

 

6. Process improvement

• Encourages team members towards process improvement, analyses & decides on YOUreka ideas received and monitors progress of implementation of YOUreka ideas
• Identifies Six Sigma projects to be implemented
• Drives & monitors process improvement projects towards increasing efficiency, productivity and reducing timelines
• Identifies & reduces non-value activities
• Ensures that process documentation is continuously updated

 

7. Resourcing

• Identifies hiring requirements and assists in the recruitment process

 

8. Securing performance

• Ensures that new joinees are inducted & trained, and monitors learning curve through Team Leads
• Allocates work to Team Leads equitably as required based on skill sets
• Sets individual KRAs for Team Leads, conducts regular reviews & gives them feedback
• Manages conflicts within the team
• Handles administrative issues for Team Leads like timely submission of iTimes, night shift allowance and leave planning
• Ensures necessary infrastructure is in place for team members
• Exercises approval & spending authority on administrative issues
• Plans & creates backup within the team to minimise key people risks

 

 

 

9. Developing & motivating the team

• Identifies training needs for Team Leads, nominates team members for training & ensures team is trained
• Creates learning opportunities to team members through intra-process country / job rotation
• Ensures cross-training and interaction of team with other processes
• Ensures team spirit & high motivation levels within the team by building a healthy team climate
• Recognises, rewards & showcases good performers
• Identifies potential, gives additional responsibilities based on competencies and mentors & grooms them for the next level

 

10. Communication

• Has regular & need-based team meetings & one-on-one communications with Team Leads, as well as skip level meetings, and cascades information between Senior Management & team
• Communicates organisational, process & team goals to Team Leads & team and ensures understanding
• Cascades information & communications on process & quality improvements and new developments between team members & Managers

 

11. Organisation initiatives

• Actively participates in organisational task forces and drives & implements organisational initiatives

 

Role Specifications:

 

Entry qualification – Graduate (Preferred: Post graduate or professional qualification)

Experience – Graduate with 8 years / Post graduate or professional with 6 years / GFIC Team Lead with 2 years experience in the TL role at GFIC

 

Performance Measures:

 

• People management (Measure: Feedback from skip level meetings, team attrition)
• Customer satisfaction (Measure: Customer feedback scores, Number of escalations to senior management)
• Operational efficiency (Measure: Process delivery as per SLA & timelines, people capacity utilisation)

Process improvement (Measure: Number of process reengineering/ improvement suggestions implemented vis-à-vis improvement opportunities identified)

Manages credit and collections activities to include the timely cash collection of customer accounts, assessing credit worthiness, minimizing bad debts and ensuring contract compliance and/or recommending legal action. Manages a professional staff.

Responsible for managing the activities of credit approval and credit collection. Develops, implements, and maintains systems, procedures, and policies to enhance the credit and collections process. Recommends credit limits, handles special credit arrangements, and problem collection accounts. Coordinates with internal departments on credit policies. Oversees analysis of accounts receivable, aging of accounts to determine overdue accounts, and collections procedures. Creates and/or analyzes monthly reports.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. Demonstrated leadership and people management skills. Experience in working with customers and sales staffs. Financial Analysis experience. Strong written, verbal, and interpersonal skills. Knowledge of Oracle Financials desired. BA/BS in Accounting or Finance or equivalent years of professional experience.