Service Delivery Lead

Job Summary

- 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 Colections and Credits team

- should have good experience & understanding of Collections strategy , Ledger account maintance and month end AR reporting

- should have expertise in tracking, managing and reporting performance and business metrics for Collections and Credits

15+ yrs exp

Key Responsibilities

Work as a Team 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 practises, identify tools and technology as applicable for the process

- Lead internal and external goverance 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

Skill Requirements

- Good communication skills

- Analytical & problem solving skills.

- Able to speak and coordinate with other functions inorder to resolve the issues on time

- Prior Team handling and people management is mandatory

- Managing customer experience

- Stakeholder and change management

Other Requirements

'- 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/Blue prints)