OTC Collections Senior Analyst
- Posted 07 December 2023
- LocationPhilippines
- Job type Permanent
- Reference670252BR
Company's Benefits
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Flexible Working Arrangements
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Equal Pay Initiatives
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Mentorship Program
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Leadership Development Program
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Paid Parental Leave
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Return to Work Policy
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Childcare Facilities
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Breastfeeding Rooms
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Sponsorship Program
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Coaching Program
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Raise Numbers Of Women In Leadership
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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