Job Description

Team Lead - R2RQualification:Bachelor/Post Graduate degree in Commerce (exclusion: BE/BTech/MCA/Arts and Science Graduates)Responsibility:Business/ Customer: Articulate/ communicate in a manner which is understood by clients / end-users

• Connect with the customer & provide highest level of satisfaction to the customer.

• Handling simple billing transactions, doing rule based credit appraisals, rectifying errors in customer master, following up with customers on overdue invoices, applying single receipts across multiple invoices, adjusting customer debit notes/(self) credit notes against open invoices, creating customer account statements and performing Account Reconciliation, coordinating with end customers, sales and customer service to resolve the disputed invoices to ensure SLAs are met as agreed for customer satisfaction.

Project / Process:

• Ensure process guidelines are followed and met as documented.

• Achieve process SLAs / metrics - productivity and quality targets within the established timelines.

• Conduct periodic peer reviews.

• Perform root cause analysis to understand variation.

• Support resolution of GL reconciliation within time lines.

• Conduct review with process specialists and seek inputs for resolution internally.

• Perform journal entry posting with addition/deletion control with necessary approvals.

• Raise process related issues on time with process lead and team lead.

• Resolve process related queries and expedite on data requests.

• Adhere to shift handover process.

• Implement small process improvement projects.

• Record data relating to production statistics, enduser related notes, etc as appropriate.

• Contribute towards creation of knowledge updates & stay updated with process knowledge / changes.

• Maintain/ Update knowledge repositories.

• Provide updates and submit reports related to own area of work.

• Perform root cause analysis on the errors made by the team members.

• In the absence of the PL and TL, perform the following tasks when assigned:
• i Handle escalation calls.

• ii Manage service levels on a daytoday basis.

• iii Manage break schedule on a day to day basis.

• iv Communicate and manage transport delays.

People/Team Management: Act as a buddy for New Hires

• Conduct peer reviews and refresher training.

• Contribute to and participate proactively in knowledge sharing sessions.

• Collate team performance data for reporting purposes as and when requested by Process and Team Lead.

• Record attendance and time sheet related data.

• Complete mandatory training for self as identified.

• Align individual goals with team objectives (work cohesively with the team).

Must Have Skills

• Excel Services on Sharepoint

• Record to Report-Accounting

• Property Management

Cognizant