Associate Manager - AR & Trade For a leading FMCG Brand

Roles and Responsibilities

Responsibilities : Job Overview

Highly focused and result oriented leadership role to enable successful service delivery operations for Trade Payments. Ability to look beyond conformity to SLA and deliver business value. Candidates will be accountable to present MIS reports supported by insights to stakeholders and senior management, effectuating strategy enhancing business relations. The role also requires creating and sustaining an environment that fosters process improvement opportunities whilst motivating, coaching, mentoring and identifying training needs for team members. Candidate should be well versed with knowledge of end to end Order Management process with a strong commitment to team environment dynamics and ability to contribute expertise and follow leadership directive at appropriate time in high demand situations. Utilizes project management skills in coordination with organizational and relational abilities to promote excellence in teamwork and service.

Job Responsibilities

Service Delivery

Provide process expert service to team member, also able to individually contribute as needed by the business. Partner with Sales and ICS stakeholders to identify “time-saving” and “cost-saving” opportunities

Reduction in the number of queries by providing solutions to the team thereby reducing the “Days to Process”

Conduct calibration calls with the stakeholders to understand expectations, provide feedback and reports.

Contribute to new process releases and system enhancements by providing insight and performing tests

Monitor performance to ensure smooth functioning in accordance to the pre-set deadlines, procedures and service standards (SLAs) and ensure accurate calculation.

Maintain the team’s quality in service delivery by ensuring that it is updated on process knowledge, providing expert technical referral support & setting and conducting monthly product knowledge tests (PKTs) for team members

Ensure Backups & cross trainings in place for all processes

Resolve process related issues and document issues involving US

Process and manage all standardized and non-standardized client escalations by conducting research / fact-finding and recommend mitigation control.

Conduct need assessment for the team members through audits and discuss errors / escalations with the team with the objective of finding solution for mitigation.

Identify, recommend and facilitate the implementation of process improvement initiatives to

optimize efficiency.

Baseline the Service Level Agreement (SLA) for the previous months and arrive at revised targets whenever required.

Provide Regional / Customer expiry and manage customer nuances.

Service Excellence

Workflow Management

o Plan, coordinate, and supervise activities related to the distribution of work

o Assessment and allocation of incoming work, in accordance with service levels and work prioritization matrix

o Reallocation of work due to any unplanned absenteeism to ensure delivery timelines

o Resolve and respond to escalations on a timely manner

o Ensure communication with stakeholders are timely and appropriate

o Update and maintain the team competency log to provide an accurate status of team competency matrix at all times

o To discuss workflow targets with individuals and provide relevant feedback to manager

MIS

o Stream Lining MI reports used in operations and preparation of Dashboard

o Proactively identify problems and present suitable solutions

o Ensuring compliance to internal and external regulations and procedures

o Preparing and analyzing daily and monthly reports for Service Delivery

o Ensure accurate and timely reporting to all stake holders

o Keep stakeholders informed of the progress made during peak work load / critical months

Knowledge Management

o Lead, motivate, counsel, develop and coach newly recruited team members to meet their KPI’s, mainly accuracy & Productivity

o Ensure strong, clear process documentation and controls are in place & review them every 6 months.

o Performance review conducted on weekly basis for new entrants

o Ensure an error log in place to perform, Error Analysis to suggest development plan

Talent & Org

Weekly 1 : 1 with team members

Conduct Month team meetings to update team on progress / Issues & feedback from Client / GBS leadership team

Lead, develop and coach team members on their performance and personality

Set clear Objectives at beginning of the year & provide periodic feedback on the progress

Others

Lead and deliver on HMM goals as agreed with the business

Educate and institutionalize CI tool implementation & practices within process

BCP / SOX compliance – ensure compliance and documentation