Credit & Collections Manager-fin
2 weeks ago
Credit & Collections Manager-Fin-2300007V
**Applicants are required to read, write, and speak the following languages***: English, Thai
**Preferred Qualifications**
**Purpose of Role**:
To manage & improve overall operations & quality of the region or process, and ensure customer and employee satisfaction
**Scope of role**:
Handling a large process for a region / handling a small process globally and responsible for process delivery
People management responsibility for one’s Team Leads, typically between 4-8 (and indirect people responsibility for 10-60 people depending on process size)
**Key Responsibility Areas**:
- Planning for delivery
- Securing delivery
- Quality assurance
- Escalations resolution
- Customer relationship
- Process improvement
- Resourcing
- Securing performance
- Developing & motivating the team
- Communication
- Organisation initiatives
**Key Tasks**:
- **Planning for delivery**
- Undertakes resource allocation & work planning
- Identifies, recommends & implements relevant metrics that ensure SLA delivery and analyses metrics data & reviews metrics regularly
- Identifies critical areas, implements key controls in these areas & ensures that controls are met
- Gives inputs & requirements to Senior Management for contingency plans & disaster recovery plans
- **Securing delivery**
- Ensures adherence to SLAs through reviews with Team Leads & interacting with other processes and DPO / GPO as required
- Resolves process-related queries from Team Leads
- Makes required decisions relating to process in cases of contingencies
- Plans, executes & communicates changes in process like policy or functionality changes, new sub-process migration, testing and other projects
- Proactively communicates process exceptions & deviations to Senior Management, and bottlenecks to all process stakeholders
- Ensures that additional workload on account of acquisitions is executed
- **Quality assurance**
- Drives quality consciousness on the floor, reviews audit data & takes corrective actions, uses quality tools within the process
- Replicates & standardises best practices across teams & regions within the process
- Prepares necessary regular & ad-hoc reports and reviews reports prepared by team
- Ensures adherence to Sox & other guidelines, and supports internal & external audits
- **Escalations resolution**
- Resolves escalations relating to process & customer servicing raised by customers & other process stakeholders
- **Customer relationship**
- Interacts with customers through regular reviews to resolve customer queries & escalations, give process status, get queries resolved & share information
- Follows up with customers, IT Apps, & other stakeholders to get required information & resolve issues
- Handles critical communications with customers
- Builds & maintains long-term relationships with customers & stakeholders
- Pushes back & is assertive with customers with regard to process responsibility & delivery issues when required
- Gets voice of customer through feedback & implements appropriate suggestions
- **Process improvement**
- Encourages team members towards process improvement, analyses & decides on YOUreka ideas received and monitors progress of implementation of YOUreka ideas
- Identifies Six Sigma projects to be implemented
- Drives & monitors process improvement projects towards increasing efficiency, productivity and reducing timelines
- Identifies & reduces non-value activities
- Ensures that process documentation is continuously updated
- **Resourcing**
- Identifies hiring requirements and assists in the recruitment process
- **Securing performance**
- Ensures that new joinees are inducted & trained, and monitors learning curve through Team Leads
- Allocates work to Team Leads equitably as required based on skill sets
- Sets individual KRAs for Team Leads, conducts regular reviews & gives them feedback
- Manages conflicts within the team
- Handles administrative issues for Team Leads like timely submission of iTimes, night shift allowance and leave planning
- Ensures necessary infrastructure is in place for team members
- Exercises approval & spending authority on administrative issues
- Plans & creates backup within the team to minimise key people risks
- **Developing & motivating the team**
- Identifies training needs for Team Leads, nominates team members for training & ensures team is trained
- Creates learning opportunities to team members through intra-process country / job rotation
- Ensures cross-training and interaction of team with other processes
- Ensures team spirit & high motivation levels within the team by building a healthy team climate
- Recognises, rewards & showcases good performers
- Identifies potential, gives additional responsibilities based on competencies and mentors & grooms them for the next level
- **Communication**
- Has regular & need-based team meetings & one-on-one communications with Team Leads, as well as skip level meetings, and cascades info
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