This job is with Accenture, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
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POSITION TITLE: Service Delivery Ops Lead Manager
WORK SETUP: Hybrid
Responsibilities
- 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 areas, but not limited to, billing, credit management, cash applications, order management, and collections;
- 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 AR department complies with the latest changes in the procedures
- Develops good client relationships and good relations with the colleagues
- 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 AR account updates and prepare aging report and send SOA to customers, follow up with customers
- Identify AR 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 client 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: Rotation Shift
Project Rest Day: Rotation
Project/Team Location Gateway Tower 2
Qualifications
SKILL AND QUALIFICATIONS
- CPA an advantage but not required; preferred are graduates of accounting, business or its branches;
- BPO experience an advantage but not required
- Proficient in MS Office, SAP, or any accounting-related ERP
- Strong verbal and oral communication & client-facing skills
- Minimum 4-5 years experience in the finance and accounting field; preferably with experience in Accounts Receivable or Order-to-Cash
