Delivery Lead Manager - Order to Cash Collections

Delivery Lead Manager

Skill required: Order to Cash - Collections Processing
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Global Collections Manager will be responsible for the overall management of the Collections processes across all Delivery Centers. Global collections manager will ensure that all metrics are met and any issues that arise are resolved in a timely manner. This role is crucial in maintaining the efficiency and effectiveness of our operation. Order to Cash is the complete process from receiving a customer order to collecting payment. It includes order management, credit management, invoicing, and payment processing. The goal is to ensure efficient and accurate handling of orders and timely collection of revenue. This process helps improve cash flow and customer satisfaction. Effective Order to Cash management is crucial for a companys financial health and operational efficiency keyword includes :- ("Order to Cash","Cash App","Collection & Dispute",Billing, "Deduction") Manage OTC collection/disputes such as debt collection, reporting on aged debt, dunning process, bad debt provisioning etc. Perform Cash Reconciliations and follow up for missing remittances, prepare refund package with accuracy and supply to clients, record all collections activities in a consistent manner as per client process (tool), delivery of process requirements to achieve key performance targets, ensure compliance to internal controls, standards, and regulations (Restricted countries).
What are we looking for? Bachelor’s degree: 12+ years of experience and /or excellent domain knowledge of F&A processes being managed. Experience managing client relationships, including managing operations and operational excellence. Proven record of implementing best operational practices Experience with communications and people Establish and maintain relationships with stakeholders Operational Expertise: Proven experience in sound operations management, including SLA management, to ensure seamless delivery of services. Client-Focused: Excellent client interaction skills, with the ability to build strong relationships and provide top-notch customer service. Communication Skills: Fluent English skills, both oral and written, to effectively communicate with clients and teams. Attention to Detail: Meticulous attention to detail to identify and resolve issues promptly, ensuring high-quality service delivery. Adaptability & Problem-Solving: Ability to work under pressure, solve urgent matters, and adapt to change Excellent interpersonal and communication skills Strong commitment to working with teams Providing excellent customer service Ability to work in a multicultural and diverse environment A natural ability to adapt to change Experience in managing unstructured problems Problems within this role are typically service related for the client. Problems can occur daily and can range from small client requests through to large service issues. For contractual problems – Experience in managing unstructured problems, particularly service-related issues, and working closely with SDL to close gaps.
Roles and Responsibilities: •Supervise the daily operation of the Global Collections process. Daily operational performance management to ensure the teams are operating within targets including Client´s Service Level Agreements. Achieve client Service Satisfaction at the level of client management and customer’ experience. Focus and drive customer delight experience internally within teams, with Client and their customers. Provide exceptional customer service to internal stakeholders and customers. Build team managers’ succession plans. Provide a holistic view of service delivery to the client. Support Ad Hoc contractual projects for the client in line with the nominated project team. Initiate and own continuous improvement projects within area of his/her responsibility. Ensure compliance of the dedicated unit to Accenture policies and procedures applicable for the dedicated unit.