B2B Collections - Delivery Manager]

Job Description :

• Complete and thorough understanding of B-2-B Collections work modalities and requirement
• Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management)
• Excellent Verbal and Written Communications skills
• Lead weekly / monthly / Quarterly performance reviews with the client.
• Coaching & feedback of the Tower Leads / team leaders in terms of their team performance, people management, attrition, quality & complaints
• Managing the project to deliver SLAs & KPIs, floor walks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes TCS's cultural values and behaviors, ensuring the team to have the appropriate training, skills, and knowledge to be able to provide best customer services on every occasion, and are motivated to deliver against challenging standards of service levels.
• Managing client Relationship by creating win-win scenarios and add value through process improvement or cost savings.
• Ability to manage internal and external / client escalations and resolution handling.
• Good Working knowledge of upstream functions like – sales, order management, master data management, credit management, billing, and downstream functions like - cash apps, deductions, dispute management etc.
• Potential risks identification and management. Awareness of failure points within operations and ability to plug-in effective mitigations timely.
• Meet the operational, functional, and business objectives required by the contract and provide a profitable interaction.
• Build enough backup capability within the team to manage training, attrition, and expansion needs.

Resource Specification :

Knowledge / Experience :

Must Have Skills :

Good To Have Skills :

Skills Required

KPI, Sla, Project Mgmt