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Job Location: Mumbai
Job Detail:
35% of Time Process Administration
Ensure the process flow across the three teams is synchronized for all customers across teams of OMT, Cash Application, Special Payments, Trade Payments & Service AR
First point of contact for escalation resolution for all process related concerns raised by ICS or Sales
Process and manage all standardized and non-standardized client escalations by conducting research/fact-finding
Provide process expert service to team member, also able to individually contribute as needed by the business – internal SME for query resolution
Resolve process related issues with minimal involvement from ICS and document issues and learnings
Monitor performance to ensure smooth functioning in accordance to the pre-set deadlines, procedures and service standards (SLAs) for all customers
Maintain the team s quality in service delivery by providing expert technical referral support & setting and conducting monthly product knowledge tests (PKTs) for team members
Conduct needs assessment for the team members through audits and impart regular training – process refresher and new joiner programs
30% of Time Process Analysis & Controls
Analyzes customer behavior trends on all open deduction balances for assigned accounts to achieve deduction metrics
Identify customer change in trend and related risks, communicate to ICS & GIC Management in a timely and appropriate fashion
Conduct calibration calls with the stakeholders to understand expectations, provide feedback and reports and resolve queries or escalations
Identify, recommend and facilitate the implementation of process improvement initiatives to improve efficiency
Understand, gather, & maintain all necessary documentation to satisfy Compliance requirements.
Deliver accurate and timely customer tracking reports that increase deduction trend visibility & meet business needs
25% of Time Payment Processing
10% of Time Others
Educate and institutionalize CI tool implementation & practices within process
Ensure strong, clear process documentation and controls are in place & review them every 2 months
Desired Profile
Education
Minimum Degree Requirements: Bachelors
Preferred Degree Requirements: Masters
Required Professional Certifications: SAP
Preferred Professional Certifications: CI, Process Improvement, Trade Planner
Experience
Minimum years of related experience required: 5-6 years
Preferred years of related experience: 3 years
Specific Job Experience or Skills Needed
Excellent verbal and written communication skills
Strong interpersonal & influencing skills
Advance Excel knowledge
Ability to work in a fast paced environment
Possess strong problem solving, negotiating, and decision making skills
Be able to analyze and interpret financial information
Be able to handle multiple and conflicting priorities
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