Deputy General Manager - Collection Lead

Deputy General Manager - Collection Lead

Supervises the billing & data entry process for assigned functions, Coordinates invoice delivery, Implement procedures to improve efficiencies, cost reduction and accomplish internal/local policies. Preparing of managerial reporting as required. Work with the team on involved areas on issue resolution.

 Operation Management :

- Ensure performance KPIs are met or exceeded, including monthly collection & Past Due targets

- Responsible to track & control the delinquency

- To manage productivity by fixing productivity parameters for in-house team members

- Manage end-to-end collections process, including Inbound and Outbound calling teams.

- Monitor and govern collections follow-up stratergy by collector

- Coordinate with Internal stake holders on various collections aspects

- Bringing proactive and innovative ideas to improve service / deliverables to the client based on current performance and risk understanding

 - Handling queries and escalations. Ensuring team responds to queries within agreed turnaround time

 - Coordination with Internal stakeholders, process experts, developing services and systems as required

 - Weekly, Monthly interaction with Internal stakeholders. Closure of all open issues

People Management : 

- Prepare and run daily team briefing/ weekly team meetings

- Plan team capacity, assign team work accordingly and addresses proactively potential bottlenecks/ backlogs

- Manage, motivate and develop staff.

- Coach team members and ensure they receive orientation and appropriate development opportunities

- Develop a specific management culture for shared services aimed at efficient delivery of services

 End-to-End process improvements;

- Ensure adherence to internal and external guidelines as well as to a standardized process landscape

- Contribute ideas and actions towards the continuous improvement of processes within area of influence

 - Support process improvements initiatives and related projects

 Relationship Management:

- Respond to stake-holder inquiries on timely basis

- Maintain positive work relationships with members of other teams in and outside the SSC to whom information is provided or from whom information is gathered

- Assist in establishing and maintaining strong, collaborative relationships with internal and external customers

Required:

- Bachelor/ Master's degree in Finance/ Accounting

- 12+ years of relevant experience in OTC, of which 3+ years should have been in Team Leadership role

- Experience with managing end-to-end Collections Process in a Subscription business

- Experience in working with multiple ERP Application