OTC Senior Analyst (Team Lead) is responsible for managing and coordinating a team across all business streams within the region while effectively managing timely payment and resolution of customer issues preventing payment. Ensure service and performance levels agreed between Accenture and the Client are met

Responsibilities:

• Responsible for managing the team's workload distribution, ensuring that all metrics are met and issues are escalated.

• Supervise, develop and motivate a team of Collector, Billing, Cash Apps-Agents, setting objectives for each role to ensure that skill levels within the team are effectively utilized

• Manage the collection strategy process and handle dispute-resolution efforts

• Identify and monitor “at risk” customers and aged invoices

• Work closely with key teams such as Client and Business Team in mitigating collection risk

• Collaborate with various internal business functions such as Billing, Collection Team and Cash Application teams and external customers to resolve receivable issues and to achieve common goals and objectives

• Monitor efforts performed by team members for accuracy and timelines

• Take on a proactive role towards improved performance and development of strategies for meeting goals

• Account management for complex and rapidly growing customer accounts.

• Provide exceptional customer service to customers and internal stakeholders

• Review, manage and facilitate resolution of disputed receivables

• Provide monthly metric reports, including any proactive analysis and strategic insights

• Escalate issues in accordance with escalation policy

• Preparation and consolidation of reports

• Conduct the weekly account analysis and prepare a report to be submitted to the Service Manager

• Assist in the preparation of management reports in line with Client’s and Accenture’s requirement.

Qualification & Skills required:

• Bachelor's degree required
• Ability to communicate in both written and spoken in fluent mandarin due to supporting markets such as China and Taiwan.
• Min 3 years of demonstrated work experience in OTC processes (Collections experience is value-added)
• Strong stakeholder management and communication skills, related process domain expertise and experience, supervisory skills
• 3 - 5 years of experience in leading and motivating a team to achieve goals
• Working knowledge of SAP, Oracle, High Radius would be an advantage
• Strong understanding of Order-to-Cash
• Strong interpersonal and written communication skills, with the ability and confidence to operate at senior levels within client and Accenture organizations

Working Conditions:

• Overtime and On-Call may be required during peak period.
• Local holidays are observed

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