Assistant Manager

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