Job Description
In this role you will ensure all Service Level Agreements are adhered to, provide the client with a high-quality service, drive continuous improvements, promote teamwork, and provide employees with coaching and feedback for a small or medium-sized team. You will network with other functions, interact with Client Leadership, and manage relationships at local and often regional level.
As a Team Manager, you will be expected to:
- Operate as a Subject Matter Expert and Controller for the client-specific application of client processes.
- Analyze and redesign processes within the area of expertise in a specific client business context and drive DGEM alignment.
- Drive performance improvement by applying best-practice standards and innovative process improvement methodologies.
- Keep pace with developments and provide strong expertise on trends and technology solutions.
- Understand the client system architecture, the CG platform blueprint, and the Automation Drive Suite, and articulate the advantages and benefits of proposed technology solutions in the client context.
- Drive process improvement through technology-related tools.
- Apply complex analytical models and problem-solving techniques to the specific context.
- Analyze data in its business context, draw insights, and make relevant recommendations to deliver valuable outcomes to the client.
- Understand business volatility and its impact on organizational finances and services, and implement and advise on mitigating measures.
- Manage effective use of resources in service delivery.
- Propose improvements to innovate and optimize effectiveness, offering commercial benefit and operational efficiency.
- Encourage, provide feedback to, and coach team members to improve performance.
- Set objectives for individual development in line with assignment, service-line targets, and personal development needs.
- Delegate tasks as required to achieve business goals.
- Define the need for new resources within a business context.
General Responsibilities and Accountabilities
- Be responsible for execution of collections activities undertaken on behalf of the client.
- Manage the Collections Department of an engagement.
- Set new process and team targets that drive collections, customer experience, and value to the client.
- Maintain an end-to-end vision of overall O2C objectives and synergies between teams.
- Resolve customer escalations within the engagement's delegation of authority and drive resolution in collaboration with the client, billing teams, sales teams, and other contacts.
- Take ownership of driving issues to resolution.
- Drive the collections process and implement appropriate strategies and quality improvements.
- Maximize technology use to reduce manual effort and drive proactive collections.
- Develop customer segmentation strategies using in-depth analysis of the client portfolio, explain the strategy to clients and staff, and monitor implementation.
- Mentor the team.
- Ensure team cash collection targets are met.
- Develop strategies and solutions for problematic customers.
- Initiate development of engagement-specific training material.
- Liaise with legal representatives at the appropriate time.
- Establish and develop relationships with major accounts.
- Negotiate with customers on matters regarding their accounts.
- Communicate complex concepts clearly with key stakeholders across different levels.
- Use excellent negotiation skills to deliver desired results.
Qualifications
- Minimum English at CEFR Grade B2 (Upper intermediate) or equivalent.
- Certified in at least one DGEM Tech Technology within the Tower.