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
Key Skills :
Company Profile
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