Job Description
In this role you will ensure all Service Level Agreements are adhered to and provide the client with a high-quality service and drive continuous improvements. You will promote teamwork, provide employees with coaching and feedback for a small/medium size team. You will network with other functions and will interact with Client Leadership and manage the relationship on local (country) and often on regional level.
As a Team Manager you will be expected to:
- Operate at the level of Subject Matter Expert / Controller for the client specific application of the client processes.
- Analyze and redesign processes within the area of expertise in a specific client business context and drive DGEM alignment within the area of expertise.
- Drive performance improvement by applying best in practice standards and innovative process improvement methodologies.
- Keep pace with developments and provide strong expertise of trends and technology solutions.
- Understand the client system architecture, the CG platform blueprint and the Automation Drive Suit, and articulate the advantages and benefits of using proposed technological solutions in the client context.
- Drive process improvement through technology-related tools within the given area of expertise.
- Apply complex analytical models and problem-solving techniques and methodologies to the specific context.
- Understand the business context for analyzed data, draw insights, and make relevant recommendations to deliver valuable outcomes to the client.
- Understand the business, its volatilities, and the impact on organizational finances and services, and implement and advise on mitigation measures.
- Manage effective usage of resources in service delivery.
- Propose improvements to innovate and optimize effectiveness within delivery, offering commercial benefit and operational efficiency.
- Provide encouragement, feedback, and coaching to team members to improve performance.
- Set objectives to develop individuals in line with assignment, service line targets, and personal development needs.
- Delegate to others as required to achieve business goals.
- Define the need for new resources within a business context.
General Responsibilities / Accountabilities
- Responsible for the 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 delegated authority and drive resolution in collaboration with the client, customers, billing teams, sales teams, and other contacts.
- Take ownership of driving issues to resolution.
- Drive the collection process and implement appropriate strategies and quality improvements.
- Maximize the use of technology to reduce manual effort and drive proactive collections.
- Develop customer segmentation strategies through in-depth analysis of the client portfolio, explain the strategy to clients and staff, and monitor implementation.
- Provide mentoring to 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 effectively with key stakeholders across different levels.
- Apply 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.