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National Account

3 months ago

Gurgaon, India Johnson Controls Full time

**Job Details**

**How you will do it?**

**1. **Operations Management**

**2. People Management**
- Responsible for team performance
- Plan team capacity, allocate work accordingly and address potential bottlenecks/ backlogs proactively
- Develop, and train team members to ensure a positive, open, and flexible work environment
- Manage and motivate team members to have a better rate of retention
- Should guide and coach team members to help them achieve their short-term and long-term goals
- Ensure all published reports are correct and errorless
- Develop a specific management culture for shared services aiming efficient service delivery
- Conduct regular team meetings, share cash and collection goals, and provide feedback on teams’ performance.
- Initiate 1x1 and performance appraisal discussions with team and share a constructive feedback
- **3. End-to-End Process Improvements**
- Ensure adherence to internal and external guidelines as well as to a standardized process landscape
- Contribute ideas and actions towards the continuous improvement of processes within area of influence
- Initiate and support process improvement initiatives and related projects
- **4. Relationship Management**
- Respond stakeholders on a timely manner
- Maintain a positive cross functional relationship with other teams of OTC
- Should be a part of the extended leadership team of PBU CFO
- **What we look for**
- Minimum: Postgraduate / Master’s Degree in any stream
- Working experience within a Shared Services, Captive/Outsourced environment supporting **North America region **is mandatory
- Should have an experience in Call Centre model working on both Inbound and Outbound
- Working in **US working hours (night shift) **is a mandatory requirement
- Around **7 years **people management experience is preferred
- **12-13 **years **of experience in Cash & Collection Processes in a Global/MNC environment, Includes managing teams of > **30 **people over this period
- Experience in North American process transition would be preferred
- Proven experience in running collection cycles, credit processes, use of Collection tools (e.g., **Get Paid **) and establishing metrics to ensure process adherence.
- Ability to perform root cause analysis; create and implement tangible actions to address key process and/or operational opportunities
- Strong Business Process documentation skills
- Project and Process Programs (Transformation and/or Continuous Improvement) is a desired skill
- Demonstrate leadership, interpersonal and collaboration skills to effectively supervise, mentor and influence team
- Adherence to Organization Policies & Procedures, which includes SOX Compliance
- Ability to clearly articulate team performance with key stakeholders in the business (BU GM’s, CFO’s, Sales leads) in a clear, concise action-oriented manner
- Systems knowledge in ERPs ( **Baan, Qolsys, Amer, Oracle & SAP **) will be preferred
- Proficiency in Collections Tools like **Getpaid, Contact Tool, High Radius **is required
- Excellent customer service, business communication (both verbal and written) and follow-up skills with the ability to work in a fast-paced team environment while meeting deadlines