Assistant Team Lead

Job Description

Basic Function

- To manage a team of collectors for maximizing cash inflows & minimizing debts by effectively managing the portfolio of accounts.

- To do work assignments basis the criticality of the task and the skill set of the collector. It involves dealing with internal & external staff for gathering relevant information.

- To manage critical accounts by placing outbound calls & responding to all the queries.

- Strategizing the work & preparing the ageing report for review

- To provide inputs to draft the RCA to answer any escalation

Essential Functions

· Ensure that the guidelines are followed as per standard procedures

· Provide the work strategy to each collector in the team

· Coaching & providing effective feedback to the collectors

· Quality monitoring & review of accounts

· Review the accounts of collectors and provide guidance on clearance, reconciliation or write-off

· Share process updates and ensure that the same are followed

· Review and provide initial approval on the disbursements, write-offs processed by the collectors

· Allocation of accounts as per the guidelines

· Act as a link between the collector and the Zurich governance leads

· Ensure that the quality of the transactions is in compliance with predefined parameters

· Ensure adherence to Company Policies and Procedures

· Ensure fair methods are used to collect outstanding balance on the account

· Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns

· Achieving key targets for the process in line with the SLA (Service level Agreement)/Key Measurements(KMs)

· Prepare reports of the accounts assigned to the team

· Preparing business review templates for performance review

Any other essential function that may occur from time to time as directed by the manager

Primary Interactions @ EXL

· Manager for the purpose of review, feedback, clarification and operations communication

· Senior Processors for the purpose of Pre-process and Process training

· Processors for performance updates

· Business head for overall performance of process and or any other thing related to the process

Primary Interactions @ Zurich

Zurich governance leads for process updates, performance review, feedback on the team & process

· Zurich end customers (Brokers, underwriters and insured) for account statement related discussions, escalations and collection efforts

Organizational Relationships

Reports To : Process Manager Supervises : Processors & Senior Processors

Skills

Technical Skills

· Good Computer navigation skills, keyboarding skills

· Proficient in MS office

Process Specific Skills

· Possesses necessary knowledge of business concepts to effectively perform the job

· Effective account maintenance and reconciliation skills

· Effective negotiation skills

· Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.

· Commits to achieving specific objectives and takes ownership for accomplishing them.

· Effectively balances quality, customer service and productivity standards

· Ability to read data, interpret and use the insights to drive effective collection and customer service

· Make calls to the customer for collection or payment details

Work towards resolution of disputes

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 multitask, prioritize and manage daily work activities

· Self-discipline

· Result orientation

· Adaptability

· Presentation skills

· Feedback skills

· Goal oriented

Education Requirements

• Minimum 12 years of education with accounting background
• Commerce Graduate with at least 3+ years of experience (Industry+ BPO)

Work Experience Requirements

• Overall 8+ years of experience with Minimum 3 years of experience in a team manager role in a US collections insurance process
• Prior experience of working in Order to Cash processes, especially collections
• Must have worked on any of the ERP AR modules, preferably SAP
• Must have extensive client management experience as a team supervisor
• Must have done reporting, quality audits & trainings
• Must have managed governance meetings and business / process reviews