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Job Description:
Job Description:
People manager, Principle contact for operational issues representing delivery of services in his/her span of management (all processes) to the customer, Owns customer operational relationship: develops & nurtures to excellent customer satisfaction, Develops and nurtures middle management or Process owner level relationships with the customer, Owns performance metrics & reporting, escalation management & communication plan, Develops strategies and processes with customer in areas such as performance metrics and measure, escalation, change management and communication.
Key areas of Responsibilities:
- Track and report Service Level Agreement (SLA)
- Key point of contact for customer related activities
- Responsible for preparing reports, presentations, etc. for the customer and management
- Coaching and monitoring the team | Providing continuous feedback
- Responsible to ensure that the team is updated on all process updates and participates in regular knowledge sharing interactions
- To ensure effective training for new hires by the right SMEs
- Assign the roles to the team members
- Conduct periodic knowledge sharing activities and practices
- Encourage knowledge sharing among the team
- Responsible for people’s growth and grooming
- Responsible for performance review of the team
- Adhere to Month End Closer/Year End Closer time lines
- Goal setting and performance appraisal for the Team
- Explore for continuous process improvements and share best practices across teams
- Contribute to team metrics by achieving stated productivity and accuracy goals on a daily basis
- MIS Reporting on in progress & Pending | Daily update on the execution of remedies agreed on for call reduction | Preparation of Pending Escalation File |Validation and Escalation of aged cases
Knowledge and Skills Required:
- Bachelor’s Degree or higher in Accounting
- > 8 years relevant business experience
- Technical expertise: Expertise in handling functions on an ERP platform
- Good knowledge on Accounts Payable Process
- Ability to provide exceptional customer experience
- Ability to understand & analyze an issue or problem and to develop & suggest corrective actions
- Good interpersonal skills and team player
- Excellent Client Management skills
- Excellent Leadership, Business communication, presentation & negotiation skills required.
- Strong communication skills (verbal and written, strong command of English language
- Strong Understanding of accounting concepts and principles
- Working knowledge and experience on ERP systems
- Good Decision making, problem-solving and analytical skills
- Excellent team management skills
- Target oriented with strong focus on meeting SLA commitments
- Eye for detail and accuracy | Research oriented
- High tolerance of ambiguity and flexibility Target oriented with strong focus
- Experience in F&A applications [SAP, Oracle, any other ERP and MS Office applications]
- Good Attitude coupled with flexibility to work with the team and flexible to work in any shifts.
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