DE024858-Service Delivery Ops Associate Manager - Taguig, Uptown Bonifacio Tower 3

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Service Delivery Ops Associate Manager
WORK SETUP: RTO

OVERALL PURPOSE:
Manage a team of Sr Team leaders. Team Leaders executing the processes related to Order to Cash.

RESPONSIBILITIES:
• Manage a team of Team leads in the Order-To-Cash tower of the deal
• Reports to the service delivery Manager and responsible for daily operational performance management and ensure both contractual and operational KPIs are met (responsibility of delivering the service within agreed deadlines and at the required quality)
• Act as point-of-contact of the company and the client in the following OTC sub-processes including, but not limited to, collections, billing, cash applications, order management, credit management, etc.;
• Act as an escalation point for all Order-To-Cash related issues raised by the client. Ensure the fast resolution of these issues and find ways as well to prevent them from happening again
• Communication with the client to ensure that the proper department complies with the latest changes in the procedures
• Lead client meetings to discuss debtor performance and address issues as required
• Actively seeks opportunities for continuous improvement initiatives to improve collection-related processes, services and deliverables to the client
• Prepares forecasts / budget for the team and conduct manual invoicing
• Review account status for credit release
• Contact customers to confirm open items for cash reconciliation, check control, credit reconciliation, residual invoice
• Update deferred account list
• Provide account updates and prepare aging report and send SOA to customers, follow up with customers
• Identify OTC accounts-related requests and process if approved
• Identify collection issues and escalate to responsible owner
• Prepare write off report
• Confirm disputed invoice and contact customers if dispute is valid
• Identify accounts with billing issues/revenue recognition problems
• Collect and gather data for AR Reports
• Prepare regular / daily reports
• Complies with all clients published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to
• Assists in the creation of Performance Improvement Plans (PIPs) for team members not meeting expected production or quality targets, monitors program for a defined period
• Facilitate the operational Change Request (CR) process

OTHERS:
Project Shift Schedule: Morning Shift
Project Rest Day: Weekends
Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS:
Educational Qualifications:

• At least 7 years relevant work experience in Service Delivery with OTC domain; 5 years supervisory experience
• College Graduates - Finance or Business-related courses
• CPA an advantage but not required; preferred are graduates of accounting, business or its branches.
• SSC or BPO experience an advantage but not required
• Proficient in MS Office, SAP, or any accounting-related ERPs
• Strong verbal and oral communication & client-facing skills
• Positive approach in supporting customer & company needs
• With managerial or supervisory experience; must be able to lead a team of supervisors/team leads
• Goal-oriented individual with strong time and task management.
• Organized and methodical person with logical approach in addressing issues and strong analytical skills
• Ability to solve urgent matters and work under pressure
• Ability to impose a proactive spirit in the team
• Flexibility, especially in the period of month/quarter/year-end closing
• Moderate to no travel depending on project involvement.
• Work hours at night.
• Overtime and On-Call may be required.
• Client holidays are observed instead of Philippine or local holidays.
• Daily RTO during training and knowledge transfer until stabilization

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.