O2C - TM/SDM - Hyderabad

Job Description:

SDM

Summary of essential Job functions

• Responsible for the OTC processes overall deliverables
• Good understanding of end to end OTC cycle
• Sets the goals and targets for the process/people
• Responsible for publishing the metrics, dashboards to the client.
• Manage client communication and expectations
• Manage customer escalations with appropriate response (Written and Verbal)
• Ensures Process governance – effective controls in place,(SLA, operational parameters, policy compliance with leave)
• Maintain current understanding of policies and procedures and communicate the same to the team
• Initiate and drive process improvements to ensure adequate value to the client and process
• Oversee and ensure training is on track and is completed by the prescribed timelines
• Comprehend performance measurement and conduct appraisals for Executives and SMEs
• Responsible for Team management – Cohesion, motivation, mentoring, managing attrition, …
• Client management on day to day operation, first point of contact for any escalations; acknowledge and resolve escalations on a priority basis
• Working knowledge of reporting requirements and responsible for timely and accuracy of Internal Management and Client reports
• Conduct and lead the process reviews with Client providing comprehensive update on the process and future plans
• Adhering to Client SLA

Technical Skills and Experience/Qualification

• Com/M.Com/ BA Economics/ CA Intermediate/ MBA
• 9 - 11 years of BPO experience with at least 7-10 years in Finance and Accounts domain (Preferably OTC).
• Good/Fair understanding of US GAAP policies and procedures
• Advance Level computer skills in MS Office especially Excel and Power point presentations
• Production Management - Production & Quality
• Excellent understanding of SLA calculations
• People Management
• Supervisory skills; Manage client escalations, Delegation & Control
• Reporting skills – OTC end to end metrics

TM

Summary of essential Job functions

• Responsible for the OTC processes overall deliverables
• Good understanding of end to end OTC cycle
• Sets the goals and targets for the process/people
• Responsible for publishing the metrics, dashboards to the client.
• Manage client communication and expectations
• Manage customer escalations with appropriate response (Written and Verbal)
• Ensures Process governance – effective controls in place,(SLA, operational parameters, policy compliance with leave)
• Maintain current understanding of policies and procedures and communicate the same to the team
• Initiate and drive process improvements to ensure adequate value to the client and process
• Oversee and ensure training is on track and is completed by the prescribed timelines
• Comprehend performance measurement and conduct appraisals for Executives and SMEs
• Responsible for Team management – Cohesion, motivation, mentoring, managing attrition, …
• Client management on day to day operation, first point of contact for any escalations; acknowledge and resolve escalations on a priority basis
• Working knowledge of reporting requirements and responsible for timely and accuracy of Internal Management and Client reports
• Conduct and lead the process reviews with Client providing comprehensive update on the process and future plans
• Adhering to Client SLA

Technical Skills and Experience/Qualification

• Com/M.Com/ BA Economics/ CA Intermediate/ MBA
• 9 - 11 years of BPO experience with at least 7-10 years in Finance and Accounts domain (Preferably OTC).
• Good/Fair understanding of US GAAP policies and procedures
• Advance Level computer skills in MS Office especially Excel and Power point presentations
• Production Management - Production & Quality
• Excellent understanding of SLA calculations
• People Management
• Supervisory skills; Manage client escalations, Delegation & Control
• Reporting skills – OTC end to end metrics

Soft Skills and Abilities