Sr Mgr, Front Office

Key Responsibilities

• Build a high performing team by motivating and supporting the team members to step up and deliver their best work. Delegate clearly, build trust and generate the desire in others to take ownership. Coach and develop team members and monitor their performance to drive a culture of high performance;
• Manage Customer Service Front Office’s performance through metrics and key performance indicators by delivering day to day processes;
• Builds strong relationships with key stakeholders (external and internal). Works and liaises closely with SSC Partners to drive understanding and support for CTC and Shared Services generally;
• Monitor achievement of customer service requirements as defined by both formal Service Partnership Agreements as well as Customer Satisfaction surveys;
• Contributing to definition, scoping, and execution of short- and long-term strategies and objectives within Collections & Disputes, in coordination with the management teams, the relevant cross-functional teams, and other relevant internal or external stakeholders;
• Manage complex issues in business priority acting as an escalation point for the team on more complex or sensitive issues;
• Drives continuous improvement culture within team;
• Supports the Monthly and Annual closing activities for timely closure;
• Assures that the appropriate internal control environment and SOX compliance are maintained along with compliance to all legal and regulatory requirements
• Be a leader to the team, supporting them in building independence throughout developing strong business knowledge and capabilities;
• As requested, undertakes projects or activities not specifically outlined above

Qualification & Requirements

Qualifications Required

• University degree
• Experience in Client Portfolio Management
• Proven people management experience of larger teams

Functional Technical Skills Required

• Reporting tools (excel, BW, BI, PowerBI,)
• Organizational Skills (Prioritization, Time Management)
• Order to Cash processes
• SAP
• Processes and systems
• Customer service
• Change management
• Digital Acumen

Capability Required & Expert Level

• Analytical Thinking – Intermediate
• Relationship Management – Intermediate
• Collaborative Influencing – Intermediate
• Finance Operations and Accounting – Intermediate
• Process Excellence – Intermediate
• System Literacy – Intermediate

Benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Other Perks and Benefits…