Handles the day-to-day management of the invoicing and collections function. Your will ensure clients are remitting payments in accordance with specified terms. You will interact with clients and coordinate with insurers to secure payment of outstanding debts. As a Workflow Lead, you will allocate workload among doers and manage the team's portfolio of accounts, prioritize follow-ups that are beyond collection strategies. You will implement strategies to enhance collections processes and achieve departmental goals. You will also be responsible for the daily, weekly and month-end reporting tasks as well as providing regular updates to the Management team as well as the stakeholders. Deputize for manager as required.
Key Tasks & Responsibilities
Oversee the day-to-day operations
- Utilising a combination of defined processes, case history and judgement, make decisions on next course of action, on a client-by-client basis.
- Work closely with cashapps to investigate and resolve occurrences of unallocated cash and unidentified cash and to ensure proper allocation of payment receipts.
- Manage pending Creditable Withholding Tax certificates.
- Analyse/monitor client A/R account balances for past due and prepare for bad debt reporting.
- Ensure auto-email follow ups and auto-statement of accounts are working as per collections strategy.
- Ensure team adherence to fundamentals processes through review of fundamental reports & signoff requirements ensuring all contractual obligations are met
- Handle escalations and exceptions on daily basis.
- Collaborate with other B2C teams to ensure compliance with cross-team responsibilities (Validation, and Cash Application teams).
- Proactively support key initiatives that have been delivered to implement change.
- Data collation as required e.g. MI reviews/HR/IT.
- Complete ad-hoc tasks as directed by Manager/Operations Manager.
- Drive OpEx principles
Develop resource plans and plans for contingencies
- Regular capacity review (using Time Matters Tool Reviews) of the team, to ensure equal work distribution and tracking stretch hours on a monthly basis.
- Ensure contingency planning is in place for critical processes and portfolios.
- Assist in recruitment, interview and hiring of qualified candidates.
Visual Management/Meetings
- Ensure visual display management in line with Group standards.
- Conduct Huddle meetings with the team.
- Conduct staff meetings.
- Contribute ideas and actions towards the continuous improvement of processes within area of influence..
- Attend conference meetings with Clients/Insurers along with the doers.
Metrics Performance:
- Accountability of Team KPIs and metrics providing updates on progress to the Operations Manager.
- Meet with key stakeholders to discuss metric performance and issues.
People
- Monthly nominations for SPOT award and R&R.
- Conduct regular feedback sessions as below:
- New Joiners/Probationary colleague (Monthly)
- Junior colleagues L78 to L68 (Bi-monthly)
- Senior colleagues L63 (Quarterly)
- Conduct and document half yearly and yearly appraisals for team members.
- Track monthly progress of the new joiners along with mentors.
- Publish monthly score cards
- Recognise high performers and engage them with right opportunity.
- Identify performance issues and work closely with HR to resolve (PIP, CAP)
- Manage leave requests
- Responsible for managing attrition in the team.
Required Qualifications, Knowledge, Experience
Qualifications:
• Minimum bachelor’s degree required
Skills:
• Preferred background in accounting role involving Client and Insurer interactions.
• Use of clear business English to enable effective direct communication (Verbal/Written) with stakeholders.
• Ability to learn new processes and systems and also should have ability to adapt to change.
• Achieve results through a clear understanding of escalation procedure and effective business communications route and approach.
• Ability to handle difficult conversations. Assertive and able to steer discussions towards mutually favorable resolution.
• Aware and be able to understand the insurance industry and accounting principles.
• Have an eye for detail to understand to identify process gaps and suggest workable solutions to mitigate the same.
• Good interpersonal skills
• Ability to analyse and suggest solutions to improve metrics and client service.
• Ability to deliver effectively under pressure.
• Passionate about delivering Quality.
• Strong team player.
• Stakeholder Management.
Experience:
• Minimum 2 years of total work experience in the Team Leader role / Assistant Manager in relevant industry.
• Experience in working in a matrix organization across different countries and regions.
WTW is an Equal Opportunity Employer
