DE024858-Service Delivery Ops Associate Manager

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Service Delivery Ops Associate Manager
WORK SETUP: RTO

OVERALL PURPOSE:
Manage a team of Sr Team leaders. Team Leaders executing the processes related to Order to Cash.

RESPONSIBILITIES:
• Manage a team of Team leads in the Order-To-Cash tower of the deal
• Reports to the service delivery Manager and responsible for daily operational performance management and ensure both contractual and operational KPIs are met (responsibility of delivering the service within agreed deadlines and at the required quality)
• Act as point-of-contact of the company and the client in the following OTC sub-processes including, but not limited to, collections, billing, cash applications, order management, credit management, etc.;
• Act as an escalation point for all Order-To-Cash related issues raised by the client. Ensure the fast resolution of these issues and find ways as well to prevent them from happening again
• Communication with the client to ensure that the proper department complies with the latest changes in the procedures
• Lead client meetings to discuss debtor performance and address issues as required
• Actively seeks opportunities for continuous improvement initiatives to improve collection-related processes, services and deliverables to the client
• Prepares forecasts / budget for the team and conduct manual invoicing
• Review account status for credit release
• Contact customers to confirm open items for cash reconciliation, check control, credit reconciliation, residual invoice
• Update deferred account list
• Provide account updates and prepare aging report and send SOA to customers, follow up with customers
• Identify OTC accounts-related requests and process if approved
• Identify collection issues and escalate to responsible owner
• Prepare write off report
• Confirm disputed invoice and contact customers if dispute is valid
• Identify accounts with billing issues/revenue recognition problems
• Collect and gather data for AR Reports
• Prepare regular / daily reports
• Complies with all clients published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to
• Assists in the creation of Performance Improvement Plans (PIPs) for team members not meeting expected production or quality targets, monitors program for a defined period
• Facilitate the operational Change Request (CR) process

OTHERS:
Project Shift Schedule: Morning Shift
Project Rest Day: Weekends
Project/Team Location: Taguig Uptown Bonifacio Tower 3