Job Description

::People manager, Principle contact for operational issues representing delivery of services in his/her span of management (all processes) to the customer, Owns customer operational relationship: develops & nurtures to excellent customer satisfaction, Develops and nurtures middle management or Process owner level relationships with the customer, Owns performance metrics & reporting, escalation management & communication plan, Develops strategies and processes with customer in areas such as performance metrics and measure, escalation, change management and communication.Key areas of Responsibilities:

• Track and report Service Level Agreement (SLA)
• Key point of contact for customer related activities
• Responsible for preparing reports, presentations, etc. for the customer and management
• Coaching and monitoring the team | Providing continuous feedback
• Responsible to ensure that the team is updated on all process updates and participates in regular knowledge sharing interactions
• To ensure effective training for new hires by the right SMEs
• Assign the roles to the team members
• Conduct periodic knowledge sharing activities and practices
• Encourage knowledge sharing among the team
• Responsible for peoples growth and grooming
• Responsible for performance review of the team
• Adhere to Month End Closer/Year End Closer time lines
• Goal setting and performance appraisal for the Team
• Explore for continuous process improvements and share best practices across teams
• Contribute to team metrics by achieving stated productivity and accuracy goals on a daily basis
• MIS Reporting on in progress & Pending | Daily update on the execution of remedies agreed on for call reduction | Preparation of Pending Escalation File |Validation and Escalation of aged cases

Knowledge and Skills Required:

• Bachelors Degree or higher in Accounting

9 years relevant business experience * Technical expertise: Expertise in handling functions on an ERP platform

• Good knowledge on Accounts Payable Process
• Ability to provide exceptional customer experience
• Ability to understand & analyze an issue or problem and to develop & suggest corrective actions
• Good interpersonal skills and team player
• Excellent Client Management skills
• Excellent Leadership, Business communication, presentation & negotiation skills required.
• Strong communication skills (verbal and written, strong command of English language
• Strong Understanding of accounting concepts and principles
• Working knowledge and experience on ERP systems
• Good Decision making, problem-solving and analytical skills
• Excellent team management skills
• Target oriented with strong focus on meeting SLA commitments
• Eye for detail and accuracy | Research oriented
• High tolerance of ambiguity and flexibility Target oriented with strong focus
• Experience in F&A applications [SAP, Oracle, any other ERP and MS Office applications]
• Good Attitude coupled with flexibility to work with the team and flexible to work in any shifts.

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