Essential duties
People Management
• Supervise the team in terms of schedule adherence and completion of tasks.
• Provide training and knowledge sharing to the team and new hires if required.
• Monitor KPIs and SLAs of the team and identify areas of opportunities and improvement for best quality of service delivery
• Keep all process, flow and work instruction up to date and well documented as agreed with the team’s regional counterpart.
• Assess team’s daily workload and recommend workforce utilization / resource strategies as needed
Operational
• Assist with issue resolution and ensure that any unresolved issues are escalated within agreed timeframes.
• Overseeing the timely and accurate processing of invoices, payments, collections, assets and others.
• Respond and resolve all customer issues and enquiries within the agreed SLA time frames;
• Process any credit memos, raising or amendment of invoices for customers within agreed SLA time frames;
• Liaise with relevant key stakeholders to ensure accurate customer data are recorded to meet customer requirements
• Obtain and maintain accurate data to ensure customers are consistently billed accurately and on time.
• To use critical thinking in terms of resolving issues and escalations
• Identify prioritization in day-to-day transactional activities
Qualifications
• Bachelor’s / College Degree in finance or any related discipline
• At least 5 years of working experience in the related field and 2 years experience in leading a team
• Excellent system and process knowledge
• Excellent customer service and communications skills
• High level of accuracy, superior attention to detail and a strong work ethic
• Intermediate MS Excel skills; able to confidently use and manipulate VLookUp formula
• Excellent time management and prioritisation skills
• Experience in Back-End lending operations or customer Service teams
• Ability to work independently and also as part of a wider team
