Location
Secunderabad | India
Job description
Job Description
Team Mgr - R2R
Qualification :
Bachelor Degree or PG degree in Commerce
Responsibility :
Business/ Customer :
u2022 Ensure adherence to Quality norms and processes
- u2022 Interact with customers (internal / external) to meet process deliverables.
- u2022 Create status reports for customers (internal/external).
- u2022 Manage and resolve escalations and issues raised by customers and process specialists.
- u2022 Identify & drive opportunities to enhance service delivery.
- u2022 Identify cost optimization opportunities.
- u2022 Identify and suggest business improvement opportunities.
- 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 :
- u2022 Drive team to achieve process SLAs / metrics u2013 productivity and quality targets within the established timelines.
- u2022 Ensure individual SLAs are met on processing transactions (if applicable).
- u2022 Ensure process guidelines are followed and met as documented.
- u2022 Conduct analysis and track services delivered.
- u2022 Initiate and deliver on process improvement projects to improve process efficiencies.
- u2022 Review process audit findings and take corrective action to prevent negative results.
- u2022 Innovate opportunities to automate & reduce manual interventions.
- u2022 Conduct Quality checks & periodical review of process adherence.
- u2022 Discuss/ suggest the way forward, improvement areas to the customer/process.
- u2022 Drive a culture of continuous improvement within the team.
- u2022 Maintain operations rigor around daily huddles, knowledge management Cross training etc.
- u2022 Provide updates and submit reports related to own area of work.
Knowledge Management :
- Perform knowledge sharing
- Update Process documentation /user manuals as appropriate for the process.
- Participate in knowledge transfer.
People/Team Management :
u2022 Provide work direction and guidance to team members :
ensure accuracy of the work of team members, their ability to operate under deadlines and to work on multiple tasks
- u2022 Establish systems and procedures in the team.
- u2022 Allocate work and tasks to the team.
- u2022 Conduct team building activities to enhance motivation.
- u2022 Conduct knowledge transfer sessions for new joiners in the team.
- u2022 Conduct process training or refresher training if required.
- u2022 Contribute to and participate proactively in knowledge sharing sessions.
- u2022 Complete mandatory training for self as identified in the training plan for the project.
- u2022 Conduct appraisals for team members in a timely fashion.
- u2022 Identify training needs of team members and provide coaching support to them.
- u2022 Report to the manager on performance, status and any escalations.
- u2022 Resignations / Absconder communication to Operations Manager.
- u2022 Manage attrition and absenteeism.
- u2022 Support recruitment efforts for the team.
Must Have Skills
Good To Have Skills
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Feb 23 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us
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