O2C - TM/SDM - Hyderabad

4 weeks ago

Secunderabad Hyderabad Secunderabad Telangana, India Stalwart management consulting Full time
Job Description :

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 :
  • Ar
  • Accounts Receivable

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