Job Description Team Lead - O2C Qualification : Bachelor/Post Graduate Degree in Commerce (exclusion BE/BTech/MCA/Arts and Science Graduates) Responsibility : Business/ Customer : u2022 Interact with customers (internal / external) to meet process deliverables u2022 Manage and resolve escalations and issues raised by customers. Reviewing changes to customer master, making recommendations when credit applications do not meet acceptance criteria, handling complex billing transactions, issuing credit notes for settling disputes, applying cash for single receipts across multiple legal entities and business units and improving straight through cash application rates to ensure SLAs are met as agreed for customer satisfaction. Project / Process : u2022 Ensure process guidelines are followed and met as documented u2022 Identify gaps in process compliance. u2022 Respond to queries raised by the team and provide appropriate feedbacks. u2022 Analyze feedback received and error reports to arrive at training needs. u2022 Resolve process related queries and escalations. u2022 Report team performance data at the desired frequency. u2022 Identify proper accounts in case of unapplied cash. u2022 Validate customer escalation on credit notes. u2022 Validate Standard Operating Procedures. u2022 Track and manage suspense accounts and maintain zero balance. u2022 Track provision for doubtful debts and report to management. u2022 Suggest ways and means to reduce doubtful debts. u2022 Support intercompany receivables. u2022 Track excess/short payment and coordinate for resolution. u2022 Support the team by liaising with different departments. u2022 Drive and participate in Operations reviews within the project / process. u2022 Initiate and deliver on process improvement project to improve process efficiencies. u2022 Contribute towards creation of knowledge updates and quality awareness training material and delivery to projects. u2022 Report to the team leader on performance, status and any escalations. u2022 Provide updates and submit reports related to own area of work. People/Team Management : u2022 Act as a buddy and mentor for New Hires u2022 Mentor/coach a team of process executives/ senior process executives. u2022 Ensure quality monitoring and audits for process executives to identify areas of improvement for the team or individuals. u2022 Encourage the team to take domain certifications and training on an ongoing basis. u2022 Contribute to and participate proactively in knowledge sharing sessions. u2022 Conduct refresher training for existing associates. u2022 Conduct peer reviews. u2022 Complete mandatory training for self as identified in the training plan for the project. u2022 Align individual goals with team objectives (work cohesively with the team. Must Have Skills Speaking English Customer Service Good To Have Skills Order to Cash Order Management Employee Status : Full Time Employee Shift : Day Job Travel : No Job Posting : Mar 26 2024 About Cognizant Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us
