Key Responsibilities:
1) Works on rule-based decision making and leads transaction processing in the area of (depending on the scope of the contract) credit management, orders processing, document validation, cash collection and dispute management according to agreed process maps and Desk Top Procedures or other guidelines agreed with client.
4) Lead strategy development, set and achieve operational objectives, track and report service performance
5) Makes timely decisions by balancing the need for action with the need of an objective, fact-based perspective that optimizes data, intuition, and expertise.
7) Actively participates and manages the transition and stabilization phase.
Per Process:
1.) Order Management:
2.) Invoicing and Billing:
3.) Credit and Collections:
4.) Dispute and Deduction Management:
5.) Cash Application:
Process Improvements:
1.) Identify inefficiencies in the OTC process and implement solutions to enhance productivity and reduce costs and drive automation initiatives to streamline OTC processes and improve accuracy.
2.) Continually strives to simplify, standardize and improve processes. Seeks and exchanges information, ideas and concepts to actively support any CI initiatives and/or tools improvements.
3.) Engages in and drives all innovation and continuous improvement initiatives to help to achieve Continuous Improvement targets.
Compliance and Governance:
1.) Ensures adherence to internal controls, company policies, and legal regulations and assists in audits both internal and external and cooperates with auditors to make sure that the audit is completed on time.
2.) Ensures valid escalation matrices on both internal and client side are up to date.
3.) Ensures timely Desk Top Procedures update. Ensures that operating procedures are communicated to the team, understood and followed by them.
Reporting and Analysis:
OTC Operations Manager is responsible for providing regular reports and analysis on key OTC metrics such as but not limited to DSO (Days Sales Outstanding), overdue accounts, and cash flow. Monitors and communicates performance indicators to management, identifying risks and opportunities.
3.) Ensures that cross training of backups/shadows is in place and knowledge is retained within the team. Special attention to be put on new joiners training (on the job training, proper support, documents walkthrough etc) and feedback providing to them on their work progression and development plans.
