Manage daily collection activities involving monitoring of team’s tasks and provide support in driving the completion of assigned end-to-end billing process.
Act as first level escalation point for critical issue resolution and ensure that queries, concerns, and escalations are addressed on a timely manner. Responsible for escalating the issues further as and when necessary.
Develop strong stakeholder relationship and collaborate with Project Managers, internal and external stakeholders to achieve customer satisfaction.
Provide guidance in the process and maintain an excellent standard of quality work.
Ensure there is a suitable segregation of duties within the team, meeting all control requirements.
Review the accuracy of the process and recommend elimination of potential risk that may have business and/or financial impact.
Contribute technical expertise and experience to engage team collaboration, address knowledge gaps, and improve efficiency.
Implement strategies based on accurate and meaningful data reports and analysis and/or keen observations.
Identify and analyze complex issues and recommend solutions or alternatives.
Lead short term projects and supports medium to long term projects and contribute to long term initiatives planning.
Lead and/or participate in various governance meetings to discuss operational results, issues, strategies, and solutions to improve team’s performance with internal/external stakeholders.
Conduct performance management activities based on prescribed cadence. These activities may include team meetings, coaching sessions, and midyear/annual performance review, etc.
Lead, manage and execute transition-related activities such as FTE allocation, training delivery, DTP writing, hyper care monitoring, and lead/participate in transition governance meetings to ensure successful and timely transition completion.
Recommends resource planning solutions for changing resource loading and work volumes. May be involved in recruiting activities as needed.
Sets performance and behavioral expectations. Conducts regular review, provide feedback and coaching, and other developmental, training and learning opportunity plans to ensure the success of the individuals within the team.