About the role

Pricing Decision Template

Position Title/Name:	Lead Assistant Manager
Level / Band:	B2
Complexity:	Finance Back office – F&A 3
Location/ Country:	Noida / India
CEF Score:	_________ ____________________________
No. of Expected FTEs:	_______ B2__________________
Vertical / Domain:	____F&A – Accounting System _______________
Education / Certification:	B.Com, M.Com Graduate with excel skills / Certification : ___________________________________________________
Shift Hours / Working Days:	_7:30 AM – 7:30 PM CST (5:30 pm -5:30 pm IST) / 5 Days __
Passport / Visa Requirement:	Passport __________________

Job Information: (To be filled by Operations Team Representative)

FULL-TIME	PART-TIME
40 HOURS PER WEEK (Wherever required)

Language Preference (If Any):

For US Employees Only

EXEMPT

NONEXEMPT

Must have an experience of managing a team size of 10
Provide coaching, feedback, and ongoing training to team members to enhance performance
Effectively manage queue and balancing of work loads
Monitor team performance metrics, on all types of work and able to review and shared feedback and mitigation plan
Ensure that the guidelines are followed as per standard procedures
Exception handling query from customer for which they called and able to provide a solution within a short timeframe.
Should be able to understand transaction flow and able to help customer to inform with their amount due for payment, sharing payment status, invoice copy.
Must have good understanding of refund process and able to help customer with their legal refunds within defined TAT and providing them right information on the refund status.
Ensure that the quality of the transactions is in compliance with predefined parameters
Should review and provide feedback on SOP’s and Governance deck and MI reporting
Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
Understanding of commission/agency statement procedure will be an added advantage
Achieving key targets for the process in line with the SLA (Service Level Agreement)/KSFs (Key Success Factors)
Prepare performance reports of each employee on accounts work assigned to them or they handled
Managing all daily BAU of the process

Foster a positive and collaborative team culture that promotes open communication and mutual respect
Adherence to laws and best practices in regard to dealing with customers and their data including PII/Financial etc
Good communication both written and verbal
Good knowledge of collections strategy and client management experience
Knowledge of multiple ERP systems will be an added advantage.
Good decision-making skill.
Committed to achieving specific objectives and takes ownership for accomplishing them.
Effectively balances quality, customer service and productivity standards
Ability to prioritize & multi-task
Exhibits meticulous attention to detail
Excellent problem-solving & analytical skills
Act as liaison between team members and management & bring issues/concerns to management

Graduate in accounts. B. Com Hons is preferred
Minimum 6 years to 8 years of experience in an international OTC and R2R process from Retail industry
System understanding of IBM I (iSeries), Worldpay, Blackline, Bottomline and HSBC Banking platform will be an added advantage
Must have client management experience and experience of managing a team size of 10 members

Top 3 Sources used

(Competition Mapping) (Consultants) (Secondary data- published reports)

.As per Pool Availability.

Band	Min	Mid	Max
Band B2

Band	Min	Max
Band B1
Band B2

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