Team Manager OTC, US

Handles the activities of the staff while concurrently overseeing activities related to collections and customer service. Collection Supervisors handle daily phone calls pertaining to delinquent accounts, escalations and work with customers who are holding past-due accounts while maintaining a positive relationship with them; and assuming additional billing duties as dictated to meet the manager's goals.

Supervise a staff of collectors who perform similar duties to meet collection objectives. Mentor and develop staff to increase monthly collection results. Responsible for collecting receivables. The role will require coordinating weekly and monthly meetings with the collections team, other departments as required.

Manage and customize online collections system which provides documenting, scheduling, tracking and trends of daily activities. Support representatives in problem solving and address escalated internal and external customer's issues in a timely manner.

Drives continuous improvement of daily operations and manages change effectively. Create, propose or participate in the elaboration of KPI's and Dashboards to key business stakeholders or for the unit itself.  The role requires creating, updating policies and SOP. Maintain excellent service levels. The role also requires a strong analytical person, deadline driven, detail oriented, self-motivated, and able to multitask and complete multiple deliverables.  Supports manager on any assigned duties related to the field and company projects

Responsibilities:

• Manage the team to focus on strategic resolution, taking into consideration disputes values or count where the highest value resides. Meeting with collectors, customers and sales as needed, in order to achieve company goals
• Meet with direct reports and other leaders to understand workloads, achievements and opportunities, assist and overcome obstacles. This is as a complement of the follow-up duties
• Analyse, build, share data to coordinate actions and strategies
• Provide Coaching, development and support to direct reports. Develop, coordinate and deliver key dashboards / standardized reporting via Power BI. 
• Perform administrative duties

Location: Pune

Requirements:

• Required, Bachelor Degree in Accounting, Finance, or Business Administration.
• Experience: Required, 5 years' experience in Credit & Collections and or Dispute Management. Experience handling teams of 6 or plus people.
• Leadership - Monitor and enforce processing and resolving
• Analytical/Technical Expertise – knows the business and provide insight and direction into complex areas through technical database/data management expertise, analytics, and visual depiction
• Results-Oriented - Delivers on commitments and demonstrates impactful results.
• Communication & Influencing - Clearly conveys complex information (both oral and written) and actively engages all stakeholders towards understanding of the issues, consensus, solution, and action.
• People Management - Provides coaching, training and mentorship to employees and ongoing basis. 
• Teamwork - Promotes collaborative relationships across differing levels of management functions, divisions, and locations.
• Client focused with excellent problem solving & decision making skill.

Technical knowledge:

• MS Office, Power BI, Cloud Database, Workday                                 
• GetPaid/HighRadius/SAP Experience preferred                                     
• Bank online Portal                                           
• Skill requirements:
• Financial Control and Compliance                            
• Month end collections activities                                
• Strong negotiation skills, ability to recommend and negotiate payment arrangements
• Credit Card Transactions
• Operational Excellence:
• Continuous Improvement
• Time Management                        
• Communication:
• Strong oral and written communication skills to share data and information to all levels of the business  
• Established and maintained a positive relationship with customer accounts                          
• Behaviour:         
• Leadership & Management Effectiveness
• Works well under pressure and in a deadline orientated environment                    
• Models a winning behaviour and positive attitude despite of any obstacles                
• Build Relationships
• Actively seeks to develop strong relationships across the unit and with other departments                           
• Impact and Influence
• Applies effective questioning, communication and influencing skills to share insights, commit stakeholders to action and promote a culture of continuous improvement                           

Physical Demands: Extensive typing and in general computer handling

Travel Requirements:  Less than 5%