REF73446W- Senior Associate - Operations- OTC (Collections and SAP)

Functional knowledge: First point of contact for client engagement / escalation management. Identify and work towards improvements projects resulting in process efficiencies

Collectors:

• Voice calling
• Dispute Management
• Customers account Reconciliation Customer Query Resolution
• Customer Account Management (Follow up on payment of open balances) Update and maintain accurate records of collection activities
• Refund process
• Collection report
• Query response (Customer / Collection manager / Credit controller)Process improvement methodology: Has process improvement acumen.Account Management:
• Knows the counterparts at client side and maintains a supportive and professional relationship with them
• Maintains a communication channel to report regular issues and highlight the exceptions

• Customer Orientation:

• Ability to understand client expectations and requirements
• Strives to adhere and improve performance on SLAs and deliverables to customer, including ownership of solution oriented, effective communication of issues raised, findings and proposed resolution
• Ability to maintain relationships with relevant line manager or counterparts or Stakeholders
• Understands to the expectations from own role to ensure delivery on client expectations; delivers accordingly
• Responds to any changes, alterations, customer requests and escalates as required
• Solution oriented, effective communication with customers on issues raised, findings and proposed resolution.
• Is mindful of customer feedback, voice of customer - coordinates on action plans to address issues
• Accountability:
• Has complete clarity about expectations from self, measurable of the same and own role; delivers upon these
• Collaboration and Teamwork
• Understands and works towards the common goals of the organization rather than getting confined to own silo
• Resolves conflicts at his or her level; escalates if required.
• Displays good collaborative spirit
• Does not resist change management
• Addresses problems and finds solutions by working within and between WNS teams, including consultation with and or escalation to other towers when required
• Analytical Thinking and Problem Solving: Identifies anomalies, errors, and aberrations in output
• Dives into problem areas to identify root causes and attempts to apply a range of contexts and scenario to identify possible causes of the aberrations and identifies solutions
• Proposes and supports implementation of process improvements

• Communication skills:

• Participates actively in team meetings; articulates thoughts clearly
• Listens with attention and builds own understanding
• Demonstrates requisite verbal and written communication skills

Job Location- Pune (Viman Nagar)

Shifts: US shifts (6:30pm to 3:30am) (WFO Only)

B com, M com MBA Finance