General Manager – Order to Cash (O2C) | BPO Operations | Open for BPO Directors
Roles and Responsibility
Work as a Group/Track/Service Delivery Manager for B2B Credit and Collections.
Key responsibilities would include:
- Lead a team of Collection and Credit Analysts, SMEs and Team Leads for the assigned AR Portfolio.
- Be the primary owner of team's performance and service levels
- Identify and lead efforts to execute process improvements and transformation opportunities
- Be responsible to produce and manage daily and monthly SLA/KPI reports (performance and business metrics)
- Be responsible to implement industry best OTC operational practices, identify tools and technology as applicable for the process
- Lead internal and external governance for team performance and process health
- Be the process owner in Collections and Credit team and provide guidance to overall team
- Drive operational excellence and responsible for people and performance management
Domain Experience
- Should have understanding of end-to-end Order to Cash (OTC) operations and SME expertise and experience in B2B Collections/ Credit Control team
-Should have experience as Individual Contributor and Team Lead/ Manager in outbound Collections and Credits team
- Should have good experience & understanding of Collections strategy, Ledger account maintenance and month end AR reporting
- Should have expertise in tracking, managing and reporting performance and business metrics for Collections and Credits
Technical
- Hands on experience in SAP(including invoicing, contracts, workflows)
- Preferable: Zendesk, Seibel CRM
- Experience in Workflow tools
- Experience in MS Office
- Experience in Visio (Creating process flows/Blueprints)
Soft Skills:
- Good communication skills
- Analytical & problem-solving skills.
- Able to speak and coordinate with other functions in order to resolve the issues on time
- Prior Team handling and people management is mandatory
- Managing customer experience
- Stakeholder and change management
Employer questions
- What's your expected monthly basic salary?
- Which of the following types of qualifications do you have?
- How many years' experience do you have as a general manager?
- Do you have credit collections experience?
- How many years of credit management experience do you have?
- Do you have previous invoicing experience?
- How many years of people management experience do you have?
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