Description
Must have an experience of managing a team size of 10
Provide coaching, feedback, and ongoing training to team members to enhance performance
Effectively manage queue and balancing of work loads
Monitor team performance metrics, on all types of work and able to review and shared feedback and mitigation plan
Ensure that the guidelines are followed as per standard procedures
Exception handling query from customer for which they called and able to provide a solution withing a short timeframe.
Should be able to understand transaction flow and able to help customer to inform with their amount due for payment, sharing payment status, invoice copy.
Must have good understand of refund process and able to help customer with their legal refunds within define TAT and providing them right information on the refund status.
Ensure that the quality of the transactions is in compliance with predefined parameters
Should review and provide feedback on SOP’s and Governance deck and MI reporting
Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
Understanding of commission/agency statement procedure will be an added advantage




Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors)
Prepare performance reports of each employee on accounts work assigned to them or they handled
Managing all daily BAU of the process

Responsibilities
Valuable communication both written and verbal
Positive knowledge of collections strategy and client management experience during call
Knowledge of multiple ERP systems will be an added advantage.
Positive decision-making skill.
Committed to achieving specific objectives and takes ownership for accomplishing them.
Effectively balances quality, customer service and productivity standards
Ability to prioritize & multi-task
Exhibits meticulous attention to detail

Qualifications
Graduate in accounts. B. Com Hons is preferred
Minimum 6 years to 8 years of experience in an international OTC and R2R process from Retail industry
System understanding of IBM I (iSeries)], Worldpay, Blackline, Bottomline and HSBC Banking platform will be and added advantage
Must have client management experience and experience of managing a team size of 10 members

📌 Cash Management Noida
🏢 EXL
📍 Noida