Key Responsibilities:
- Enhances service levels and ensures the team meets quality, volume, and timeliness objectives (SLAs/KPIs).
- Drives operational excellence through adherence to business needs, budgets, and best practices.
- Leads initiatives such as UAT approvals, efficiency projects, and the closure of GRC/Internal Audit Action Plans, significantly impacting customer, operational, and project outcomes.
- Oversee daily R2R operations, ensuring alignment with organizational goals and timely delivery.
- Adapt strategies to address operational and resource challenges, and ensure the accuracy of R2R Taxonomy, process models, and SOPs.
- Lead and guide teams in resolving complex challenges, maintaining high standards of accuracy and compliance.
- Collaborate with senior management to drive performance improvements and ensure adherence to corporate policies.
- Manage and prioritize multiple delivery teams, mentor employees, and lead high-risk projects.
- Conduct Monthly/Quarterly Business Reviews (MBRs/QBRs), providing strategic insights and driving cross-functional collaboration.
Knowledge & Expertise:
- Expertise in fostering a shared service mindset, optimizing operations through centralized processes, and collaborative efficiency
- Deep understanding of R2R procedures and practices, with a basic knowledge of O2C and P2P processes.
- Expertise in managing operations across multiple markets, with the ability to improve efficiency through collaboration with Finance, Commercial, and Product/Tech teams.
- Familiarity with business directives and billing strategies to enhance operational efficiency and drive business outcomes.
Skills:
- Formal supervisory experience, managing priorities and deadlines for multi-cultural teams.
- Mentoring and supporting employees to advance their careers.
- Leading projects with significant risk and resource needs, and overseeing complex business reviews.
- Use judgment to resolve short-term issues and coach others on problem-solving techniques.
- Address complex problems with informed decision-making, acting as a point of escalation for significant issues.
- Employ tact and diplomacy in addressing sensitive issues and exchanging information.
- Communicate complex concepts clearly, anticipate objections, and influence others effectively.
- Manage conflicts and foster collaboration to achieve shared objectives.
