Assistant Manager EXL/AM/1027318

4 weeks ago

Jaipur, India exl Full time

Job Description

Primary Responsibility

Understand the complete cycle of Account Receivable and Cash Application Process. Guide team to process and apply all cash received daily in the workflow by check and credit card. The Cash application leader will be reviewing the information against specific criteria.

· Oversee day to day operation and performance

· Do regular performance evaluation

· Developing and implementing a timeline to achieve targets

· Conducting training of team members to maximize their potential

· Monitor the queue and ensure the daily volumes are completed as per agreed SLAs

· Help the team in processing critical tasks and take a lead

· Create daily/weekly/daily reports/dashboard and share with the stakeholders

· Monitor the queue and apply customer’s payments through the client specified portal.

· Help the team in processing critical tasks and take a lead

· Collate the information related to branches and ensure timely processing of activities

· Create and email reports to branch/customer.

· At month end make sure that all the cash was assigned and applied, all unassigned payments were researched and converted.

· Effectively manage the queue and balancing of work loads

Performance Parameters 

· Process Productivity (Per SLA parameters)

· Process Accuracy/Quality (Per SLA parameters)

· Process Turn Around Time (Per SLA parameters)

· Complaints (Per SLA parameters)

· Any other metrics agreed to within SLA

Role Responsibilities

· Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.

· Documented monthly performance review of Agents and Assistant Managers.

· Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and AMs

· Drive reward and recognition activity on the floor. Get participation and create enthusiasm.

Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process

· Ensure compliance with internal policies and procedures, external regulations and information security standards.

· Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.

· Stay in touch with the Client at the Process Owner level on a regular basis to review progress.

Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. Manage KPI performance at an hourly/daily/weekly/monthly level Manage teams and ensure customer satisfaction, quality and productivity targets are met Complaint and escalation management Provide coaching and feedback to team members to enable them to improve their performance. Assist new hires such that they are productive on the floor in the shortest possible time frame

Primary Internal Interactions

· Lead Assistant Manager - Operations for the purpose of reporting performance, clarifying concerns, and seeking feedback and support.

· Manager for the purpose of settling issues left unresolved by the Lead Assistant Manager

· Team Members for getting the work done and clarification on process related matters and providing assistance and support when required.

· SME/Process trainer for the purpose of training as and when required.

· Interaction with support functions like HR/Transitions/Training

· Onshore Lead – To report team performance on the agreed SLAs, daily/weekly/monthly business reviews

Primary External Interactions

· Email communication with the Branches/Other departments

Minimum Qualification

Commerce Graduate or equivalent with Computer literacy (MS Office and Domain knowledge). This would mean 15 years of formal education (12 years in school plus 3 years in college)

Minimum Experience

3+ years hands on experience in managing the back office operations /Team handling for Cash application or similar process 

Technical Skills

Adaptability

Customer Focus

Interpersonal Skills

Communication Skills

· Good skills in Microsoft word, Excel and Outlook.

Knowledge of the function, process and systems Clear written and verbal communication Identify and highlight fraudulent/fake/forged documents Good typing skills

· Demonstrate a willingness to change within the technological/systems environment

· Adjust well to new situations and changing priorities

· Focus on the highest priorities first and be well organized

· Adapt to the changing scenarios and come up with difference ideas

· Consistently acts with a sense of urgency

· Commitment to appropriate level of service

· Interacts in a positive manner

· Ideation

· Effective operations management

· Eye for detail

· Ability to handle fluctuation in workflow

· Ability to handle pressure

· Present information in a clear, concise, and logical manner

· Listens carefully and attentively

· Take initiative to stay informed and keep others informed

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