---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Service Delivery Ops Lead Manager

WORK SETUP: Hybrid

Overall Purpose:

To fulfill the demand for a career level 7 requirement for the Order-to-Cash tower in a finance and accounting deal

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 clients 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 Off

Project/Team Location: Quezon City, Gateway Tower 2

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.

Positive approach in supporting customer & company needs

With managerial or supervisory experience; must be able to lead a team of supervisors/team leads

Goal-oriented individual with strong time and task management.

Organized and methodical person with logical approach in addressing issues and strong analytical skills

Ability to solve urgent matters and work under pressure

Ability to impose a proactive spirit in the team

Flexibility, especially in the period of month/quarter/year-end closing