Delivery Operations Team Lead

Skill required: Order to Cash - Collections Processing

Designation: Delivery Operations Team Lead

Qualifications:BCom

Years of Experience:8 to 10 years
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do You will be aligned with our Finance Operations vertical and will be helping us in determining financial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions.Order to Cash is the complete process from receiving a customer order to collecting payment. It includes order management, credit management, invoicing, and payment processing. The goal is to ensure efficient and accurate handling of orders and timely collection of revenue. This process helps improve cash flow and customer satisfaction. Effective Order to Cash management is crucial for a companys financial health and operational efficiency keyword includes :- ("Order to Cash","Cash App","Collection Dispute",Billing, "Deduction")Manage OTC collection/disputes such as debt collection, reporting on aged debt, dunning process, bad debt provisioning etc. Perform Cash Reconciliations and follow up for missing remittances, prepare refund package with accuracy and supply to clients, record all collections activities in a consistent manner as per client process (tool), delivery of process requirements to achieve key performance targets, ensure compliance to internal controls, standards, and regulations (Restricted countries).

What are we looking for Client ManagementBusiness Operation ManagementDeductions ManagementCustomer Service ManagementCredit Management AssessmentPriority SkillCustomer Service:Protect client relationships while recovering funds.Problem Solving:Handle routine and complex account issues.Process Management:Apply knowledge of Order-to-Cash (OTC) cycles, cash application, and dunning processes.Communication:Strong verbal and written skills for internal and external interactions. Manages overdue accounts by contacting clients via calls, emails, and chats to resolve payment issues, negotiate payment plans, and prevent bad debt, focusing on maintaining client relationships while meeting collection targets and SLAs, involving coordination with internal teams like Billing and Credit, and handling administrative tasks like statement preparation. BBA,BCom,Master of Business Administration
Roles and Responsibilities: leads an Order-to-Cash (O2C) team, focusing on maximizing timely payments, reducing overdue debt, and improving cash flow by overseeing daily collections, managing escalations, driving process improvements (like automation), meeting SLAs, and developing staff, often involving client interaction and analytics using tools like Power BIPlease note that this role may require you to work in rotational shiftsKey responsibilities include team management (performance, development, staffing), operational oversight, stakeholder communication, risk management, and ensuring compliance within a global, hybrid environment. Team Leadership of 10-15 people:Manage, train, motivate, and develop a team of collectors, setting performance expectations and handling volume/leave planning.Operational Oversight:Supervise daily collection activities, manage escalations, ensure SLA adherence, and handle complex accounts.Process Improvement:Drive continuous improvement, identify automation opportunities (RPA), perform Root Cause Analysis (RCA), and implement new strategies.Client Stakeholder Management:Act as a key escalation point, manage relationships with clients and internal teams (Sales, AR), and lead governance meetings.Reporting Analytics:Analyze KPIs (DSO, aging), generate reports for leadership, and use tools like Excel/Power BI for insights.Cash Application:Oversee cash application, unapplied cash, and reconciliation processes.Risk Compliance:Maintain internal controls and manage operational risks. Core Skills Experience:Strong O2C (Order-to-Cash) domain knowledge, including cash apps, deductions, and billing.Experience in BPO/Shared Services, managing global/cross-cultural teams.Analytical, problem-solving, and decision-making skills.Familiarity with automation tools (RPA) and reporting (Power BI).Excellent communication and stakeholder management.
QualificationBCom