Assistant Manager EXL/AM/1502120

Job Description Basic Function To manage a team of collectors for maximizing cash flows & minimizing debts by effectively managing the portfolio of accounts. 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 Essential Functions Ensure that the guidelines are followed as per standard procedures Coaching & providing effective feedback to the collectors Quality monitoring & review of accounts Allocation of accounts as per the guidelines Ensure timely closure of accounts 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)/KSFs (Key Success Factors) 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 Understanding of US Insurance market (Preferably Personal and Commercial Line)Should have good exposure of latest tools and technologies on F&A towers (SAP S4HANA, Blackline, etc.)  Primary Interactions @ Client SME for process updates , performance review, feedback on the team & process 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 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 Make calls to the customer for collection or payment details Work towards resolution of disputes Soft skills (Desired) Self discipline Result orientation Adaptability Presentation skills Feedback 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 3+ years of experience (Industry+ BPO) Work Experience Requirements Minimum 3 years of experience in a team manager role in a US collections insurance process 4+ years prior experience of working in Order to Cash processes, specially collections Must have worked on any of the ERP AR modules, preferably SAP Must have client management experience Must have done reporting, quality audits & trainings Annexure: NA Acknowledgement  (acknowledge that the information contained in this document is factual and complete) ___________________________________ ___________________________________________ ____________________________ Candidate Supervisor/Manager Date