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Chennai Corporation, Tamil Nadu, India
Onsite
Responsible for meeting agreed Service Level Agreements (SLA) on Turn Around Time (TAT), Productivity and Accuracy
Responsible for setting targets to the team members each day/week/month
Complete the daily, weekly and monthly deliverables and check list
Develop back up plan and focus on cross training the team
Conduct regularly Team huddle and cascade information to team on any process or general updates
Ensure to provide regular AR reports to Internal (Renault Group – Reporting Mangers + Leadership team) and External Stakeholders
Ensure weekly review of process and create action plan to improve the process especially in below areas
Make Zero defects Process
Increase collections and minimize unapplied cash; Improve cash application
Reduce/Eliminate unidentified cash
Establish/Improve the governance with billing team to sort out the issues raised by customers
Sub-ledger reconciliations
Reduce Provision for Bad-debts
Support customers by proposing policies or procedures to improve process
Review process controls regularly and update controls to secure process
Handle internal escalation as well as escalation from other stakeholders – First Point of contact for customers for escalations and service deliverables
Handle Governance calls for review of performance, flag issues and share feedback
Responsible for Induction and training plan for new joiners in process
Timely SOPs review and ensure updation of any changes. Ensure updated trackers are updated on real time basis
Quality check on sampling basis for accuracy and process deviation
Identify and implement process improvement ideas
Work under pressure, managing absenteeism, attrition and people issues
Responsible for performance management and appraisals of the team for about 15-20 associates
Handle team issues such as leave and attendance management
People responsibilities include:
Counsel and mentor team members and direct reportees
Manage performance through coaching and regular feedback
Identify training needs / gaps and coach team members and nominate for trainings to sharpen the skills
Conduct one on one meeting with each team member at regular intervals
Ensure the career development plan for each team member is adhered to
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