Purpose of Role\:

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

 

Scope of role\:

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

People management responsibility, typically between 4-8 Team members

 

Key Responsibility Areas\:

·        Planning for Invoice and Receipt delivery

·        Planning for Check Collection

·        Providing response and solution to Customer’s Invoicing queries

·        Quality assurance of Team in the Process

·        Escalations (internally within in the Organization and at Customer side) for unpaid Past Due Invoices

·        Displaying Customer Centric behavior

·        Developing & motivating the team

·        Communication with internal and external stakeholders

·        Participate and Lead Organization initiatives

 

Key Tasks\:

 

Planning for delivery

·        Plan for Delivery of New invoices on a daily basis through Messenger services.

·        Plan for providing Receipt to Customer to be arranged through Messenger services

·        Plan for pick of Checks from Customers through Messenger services

·        Manage Invoice delivery metrics & review the metric regularly for improvements

·        Gives inputs & requirements to Senior Management for contingency plans & disaster recovery plans

 

Managing Key Performance Areas

·        Ensures adherence to SLAs through reviews with Team members

·        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

 

Quality assurance

·        Drives quality consciousness on the floor, reviews audit data & takes corrective actions, uses quality tools within the process

·        Replicates & standardizes 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

 

Escalations resolution

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

 

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

 

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

 

Resourcing

·        Identifies hiring requirements and assists in the recruitment process

 

Securing performance

·        Ensures that new joiners are inducted & trained, and monitors learning curve through Team Leads

·        Allocates work to Team Members equitably as required based on skill sets

·        Sets individual KRAs for Team members, conducts regular reviews & gives them feedback

·        Manages conflicts within the team

·        Manages attendance and leave planning

·        Ensures necessary infrastructure is in place for team members

·        Plans & creates backup within the team to minimise key people risks

 

Developing & motivating the team

·        Identifies training needs for Team members and ensures team is trained

·        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

 

Communication

·        Fluency of Thai Language (Read, write and speak) is a Must

·        Fluency of English Language (Read, Write and Speak) is a Must

·        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

 

Organisation initiatives

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

 

Role Specifications\:

 

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

·        Language Skills\:- Fluency in Thai Language and English Language (Read, Write and Speak) is a must

·        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.!|!