OTC Sr Manager

6 days ago

Gurugram, India Johnson Controls Full time

Description

:

Operations Management
 

Responsible for overseeing collections activities for North America and Canada customers Establish goals & metrics of the process and drive, co-ordinate team to meet and exceed them Accountable to drive results to enhance business performance Resource forecasting basis volume projection and availability of current resources Drive internal audits and propose improvements relevant to Cash and Collection value stream Manage risks and controls; promote a culture of transparency Design, develop and improve collection strategies to reduce past due and unapplied cash to optimize productivity Establish contacts/relationship with key stakeholders and have regular connect to resolve complex operational issues Support continuous improvement, including processes, systems, targeted to improve cash & collection efficiencies Review team performance on parameters of quality of notes, # of conversation follow-ups, call quality, account penetration, timely cash application, un-applied & un-identified cash Drive cash calls on regular intervals towards closure of all open issues Drive past due reduction and reduce DSO to help business meet their goals Be proactive and encourage innovate ideas to improve service deliverables, based on improved performance/efficiency and with an understanding of risk

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 Experience in North American process transition would be preferred Around 7 years people management experience is preferred > 15 years of experience in Cash & Collection Processes in a Global/MNC environment, Includes managing teams of > 50 people over this period 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 (BUGM’s, CFO’s, Sales leads) in a clear, concise action-oriented manner Systems knowledge in ERPs (Baan, Qolsys, Amer, Oracle & SAP)  Proficiency in Collections Tools like Getpaid, Contact Tool, High Radius will be preferred 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

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