EXL Service - Manager/Senior Manager - Billing/Invoicing & Collections

Job Description :

Position Title, Responsibility Level : Manager / Senior Manager - Billing and Collections

Function: OTC

Reports to : AVP / Sr. AVP

Permanent/ Temporary : Permanent

Span of Control : IC or 0-8 Analysts / Sr. Analysts

Location : Noida

Basic Function To lead collection delivery team & execute as per SLAs. Review AR reports periodically & ensures month end/quarter end timelines & targets are met. Monitor & improve delivery per operational metrics. Manage client communication proactively

Essential Functions

Operations & Process:

- To ensure complete operations management for end to end order to cash processes, including collections, dispute handling & billing / invoicing

- Is required to possess deep knowledge of the all the activities, work flow, expectations of all end clients

- To ensure timely and accurate delivery of daily, monthly and periodic processing of client requirements

- Should establish systems and processes to ensure highest quality levels of performance is achieved on a day-to day basis.

- To handle any escalation w.r.t. any operational issue.

- To ensure proper documentation of workflow of all activities related to all the clients.

Client Management:

- To interact with a client on a day-to day basis responding to their requirements at a short notice by re-aligning priorities.

- Should be able to understand & anticipate Clients business needs, concerns & issues, and be able to proactively resolve the same.

- Constantly look for opportunities to improve the client processing and provide value addition to client by exceeding expectations.

People Management:

- Managing a team of 0-8 Analyst/Senior Analyst

- To coach team members. Identifies development areas and helps the individuals and the team to improve their performance and enhance their potential

- Assigning daily tasks and responsibilities and setting up half-yearly and annual goals for the team.

- To create an internal environment where client is the focus of the business through appropriate communication, recognition and rewards.

- Encourages & demonstrates respect for others in a team and inculcate the same culture across the team members

Compliance and Policies:

- To keep oneself abreast of all the updates applicable to policies/regulations/compliances applicable to the function/organizational and Client.

- To create systems and checks for internal compliance policies and guidelines and ensures maintenance of clear and precise records per the requirements.

- Review compliance adherence on a regular basis.

- Any other essential function that may occur from time to time as directed by the manager

Primary Interactions @ EXL

- Assistant Manager/LAM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support

- Team members for the purpose of settling issues/challenges and monthly evaluation of performance

- Peers(team members) for the purpose of seeking co-operation & clarification on process- related matters & providing assistance and support when required

Primary Interactions @ Client :

- Process Owners for process updates, performance review, feedback on the team & process

Skills :

Should have hands-on experience of any order to cash process, preferably Insurance domain

1. Technical Skills :

- Should have flair knowledge of transformation and continuous improvement

- Advance knowledge of MS Office (Word, Excel, and PowerPoint).

- Should be able to initiate process improvement ideas

2. Process Specific Skills :

a) Senior Manager:

- A person should have 5+ year's experience to lead the Insurance OTC Team

- Profound knowledge of complete OTC process especially in insurance Operations

b) Manager:

- Person should have 3+ year's experience to lead the Insurance OTC Team, preferably in European Insurance

- Profound knowledge of complete OTC process, especially in Insurance Billing & collections process, Provisioning & Journal entries

- Experience on OTC SAP module or similar platforms

- Master in MS excel includes macros

- Manage Client communication effectively

3. Soft skills (Desired) :

- Strong people management and leadership skills.

- Capability to conduct an appraisal discussion and assess different levels of performance and potential.

- Capability to communicate with large teams.

- Process Excellence Methodology.

- Appreciation of the domain needs of the process and its key drivers.

- The reasonable level of business perspective regarding the internal functioning of BPO/EXL.

- Good networking capability and Client facing skills

- Goal oriented

4. Soft Skills (Minimum) :

- Excellent written and verbal communication skills

- Listening and comprehension skills

- Questioning and Reasoning Skills

- Customer Service focus and telephone etiquette

- Ability to multi task, prioritize and manage daily work activities

Education Requirements :

- Minimum 12 years of education with the accounting background

- Commerce Graduate with 5+ years of experience (Industry+ BPO)

Senior Manager:

- Person should have 5+ years experience to lead the Insurance OTC Team

- Profound knowledge of complete OTC process specially in insurance Operations

Manager:

- Person should have 3+ years experience to lead the Insurance OTC Team, preferably in European Insurance

- Profound knowledge of complete OTC process, especially in Insurance Billing & collections process, Provisioning & Journal entries

- Experience on OTC SAP module or similar platforms

- Master in MS excel includes macros

- Manage Client communication effectively

- Must have worked on any of the ERP AR modules

- Must have at least 5+ years of experience in client management experience

- Must have experience of setting up a new process

Others:

- This job may involve some international travel for client meeting and due-diligence,

- Knowledge transfer and migration of new processes.

- Hence, the candidate must possess a valid passport.