Manager

Job Description

Position Title, Responsibility Level

Manager

Function

Order To Cash - Collections

Reports to

Sr. Manager / AVP / SAVP

Permanent/ Temporary

Permanent

Span of Control

AM/LAM ( 2-10)

Location

Noida

Basic Function

To manage teams handling customer portfolios for maximizing cash flows & minimizing debts by implementing effective collection strategies. The role primarily requires people & performance management.

Essential Functions
• Understands & anticipates Clients business needs concerns & issues, and monitors progress to achieve results.
• Benchmarks best in class performance and creates and achieves aggressive standards.
• Creates an internal environment where client is the focus of the business through appropriate communication
• Thinks of ways to enhance the Client's business
• Encourages best practice sharing and collaboration to optimize team processes and constantly keeps the business and client / internal customer at the forefront
• Shows openness to feedback and willingness to change.
• Develops and manages relationships with key stakeholders and aligns their efforts towards common business objectives.
• Gets things done. Takes ownership & Accepts accountability
• Creates specific plans to meet the goals, seeks to accomplish measurable results. Anticipates problems before they occur and finds solutions.
• Has a strong sense of urgency for getting work done, acts within deadlines, shows a significant level of effort, persistence, and time commitment to achieve goals and meet deadlines
• Interprets data to create meaningful information and analysis .

Primary Interactions @ EXL
• Business head for overall performance of process and or any other thing related to the process

Primary Interactions @ Zurich
• Process Owners for process updates , performance review, feedback on the team & process

Organizational Relationships

Reports To : SM/AVP/SAVP Supervises : AMs/LAMs

Skills

Technical Skills
• Good Computer navigation skills, keyboarding skills
• Proficient in MS office

Process Specific Skills
• Profound knowledge of complete OTC process in any US insurance process, specially collections
• Good accounting skills
• Good knowledge of collection strategies & workflow tools like Getpaid, High radius etc
• AR management ERP systems
• 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

Soft Skills (Desired)
• Strong people management and leadership skills.
• Capability to conduct an appraisal discussion and assess different levels of performance and potential.
• Capability to communicate with large teams.
• Process Excellence Methodology.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Good networking capability and Client facing skills.Goal oriented

Soft Skills (Minimum)
• Excellent written and verbal communication skills
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

Education Requirements
• Minimum 12 years of education with accounting background
• Commerce Graduate with at least 5+ years of experience (Industry+ BPO)

Work Experience Requirements
• Minimum 5 years of experience in a process manager role in a US collections process
• Must have worked on any of the ERP AR modules, preferably SAP
• Must have at least 3+ years of experience in client management experience
• Must have an experience of setting up a new process