Job
Description
Job Description: Complete and thorough understanding of B-2-B Collections work modalities and requirement Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management) Excellent Verbal and Written Communications skills Lead weekly/monthly/Quarterly performance reviews with the client. Coaching & feedback of the Tower Leads/ team leaders in terms of their team performance, people management, attrition, quality & complaints Managing the project to deliver SLAs & KPIs, floor walks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes TCS's cultural values and behaviors, ensuring the team to have the appropriate training, skills, and knowledge to be able to provide best customer services on every occasion, and are motivated to deliver against challenging standards of service levels. Managing client Relationship by creating win-win scenarios and add value through process improvement or cost savings. Ability to manage internal and external/client escalations and resolution handling. Good Working knowledge of upstream functions like sales, order management, master data management, credit management, billing, and downstream functions like - cash apps, deductions, dispute management etc. Potential risks identification and management. Awareness of failure points within operations and ability to plug-in effective mitigations timely. Meet the operational, functional, and business objectives required by the contract and provide a profitable interaction. Build enough backup capability within the team to manage training, attrition, and expansion needs. Resource Specification: 100% WFO (work from office) Willing to work in night and rotational shifts. Prior experience of managing a team in International B2B Collections process with a span of 100+ Excellent communication skills in English (Written & verbal) Excellent interpersonal and client relationship skills Must possess functional and strategic knowledge of domain to manage and add value to the metrices. Data orientation, Analytical ability & Presentation skills with good knowledge of MS Office tools like Excel/PowerPoint Knowledge/Experience: 8-10 years of overall work experience At least 5 years of leading a B2B Collections/OTC tower and experience of managing multiple teams. Must Have Skills: Leadership Experience (8-10 years), Client Relationship Management, Excellent knowledge of end-to-end B2B Collections (Upstream & Downstream) Good To Have Skills: Industry Knowledge, Technical Skills (CRM systems, Collection ERPs, Tools etc.) Project Management, Transformation Management
