IBM

OTC Collections Senior Analyst

Posted 07 December 2023
LocationPhilippines
Job type Permanent
Reference670252BR

Company's Benefits

  • Flexible Working Arrangements

    Flexible Working Arrangements

  • Equal Pay Initiatives

    Equal Pay Initiatives

  • Mentorship Program

    Mentorship Program

  • Leadership Development Program

    Leadership Development Program

  • Paid Parental Leave

    Paid Parental Leave

  • Return to Work Policy

    Return to Work Policy

  • Childcare Facilities

    Childcare Facilities

  • Breastfeeding Rooms

    Breastfeeding Rooms

  • Sponsorship Program

    Sponsorship Program

  • Coaching Program

    Coaching Program

  • Raise Numbers Of Women In Leadership

    Raise Numbers Of Women In Leadership

  • Internal Women's Networking Group

    Internal Women's Networking Group

Job Description

​Introduction
Process Delivery Specialist has process knowledge and experience across the business processes supported for their clients; understands a client’s strategy, priorities, and operations in the context of daily operational activities. This role is required to conduct daily process transactions, develop and implement process and operational improvements to meet client and IBM requirements. These professionals require skills in business operations, process management and compliance and an understanding of the process best practices and tools to execute their client’s core business processes. Uses judgment in choosing task-routine.

Your Role and Responsibilities

​

The Lead to Cash Process Delivery Specialist has process knowledge and experience across the business processes supported for their clients; understands a client’s strategy, priorities, and operations in the context of daily operational activities. This role is required to conduct daily process transactions, develop and implement process and operational improvements to meet client and IBM requirements. These professionals require skills in business operations, process management and compliance and an understanding of the process best practices and tools to execute their client’s core business processes.

1. Manage assigned AR portfolio
2. Perform collection tasks based on prescribed Collection tactics defined in the system/tool.
3. Respond to inquiries from internal and external customers
4. Do a reconciliation of accounts or research on disputed AR
5. Coordinate resolution of customer disputes
6. Prepare or update Desktop Procedures (DTP)
7. Attend to incoming calls relating to payments, disputes, invoice concerns and other issues


Required Technical and Professional Expertise
• Prepare monthly cash collection forecast
• Work with client in setting monthly collection targets
• Define prioritization tactics of the team
• Monitor daily performance of the team against target
• Represent the team in client or interlock meetings
• Manage stakeholders’ requirements or expectations
• Assist the Operations Manager in ensuring:
a. Continuous improvement plans are in place
b. Compliance with SLA’s and Key Measurement targets
c. Business controls are in place
d. BCP readiness
e. Seat Utilization target is met
f. Compliance to all Center-related deliverables such as usage and analysis of TVC, ILC, CI targets, Business Controls, ASODs, DTPs, etc.
• Provide issue resolution to team members for escalated issues
• Build capability of the team: ensure proper on-boarding of new hires, building the skill sets of team members, periodically do Checkpoint and conduct people development (e.g. coaching) activities
• Provide explanations on monthly collection performance every month-end.
• Review and approve Desktop procedure (DTP)

Preferred Technical and Professional Expertise
Not applicable