Key areas of Responsibilities:
Coordinating daily work of the team in order to meet SLA levels.
Monitoring the results especially against the SLA levels and internal metrics, taking improvement actions whenever needed.
Managing the holidays and back-up structure to ensure the service continuity.
Identifying and solving operational problems.
Working on improving productivity of the team.
Cooperate fully during internal and external audits.
Spread out and promote company corporate culture and fiscal discipline as would in its own business.
Comply with company ethical standards while executing daily functions.
Fulfill other tasks given by the management.
Effective business communication, particularly with regard to:
Communicate all relevant information and enquires to the appropriate person/teams.
Supporting the team in resolving more difficult or complex queries.
Liaise with appropriate teams (e.g. CRC, Bank operations teams, Payment team, collection & other internal stake holders business, client, IT ) to address/solve issues; follow on learning, changes; leveraging/best practice sharing
Escalate queries/issues in the timelines and guidelines provided
Working on maintaining high level of service delivery:
Ensuring the process documentation (SOP) is up-to-date and log of changes is maintained.
Knowledge sharing with the team members, highlighting the recent process changes.
Creating and improving the training materials for the team.
Delivering process training for new joiners.
Managing certification process creating/improving the documentation and certifying the team members on a timely basis.
Knowledge and Skills Required:
Bachelor's Degree or higher.
1.5 to 4 years of relevant business / BPO experience
Good Knowledge on Accounts Receivable Process
Understanding of accounting concepts and principles
Experience in F&A applications [SAP, Oracle, any other ERP and MS Office applications]
Good interpersonal skills and team player
Good Communication skills
Decision making, problem solving and analytical skills
Target oriented with strong focus
Eye for detail and accuracy
Good Attitude coupled with flexibility to work with the team and flexible to work in any shifts.
As software is becoming ubiquitous in every device we use, defects are no longer a problem to be managed. They have to be predicted and excised. At Mindteck, quality is beyond delivering error free software. We view our processes and methodologies as an inherent feature enabling us to exceed customer expectations. Quality is a way of life at Mindteck covering all processes, interactions and deliverables.
At Mindteck, we benchmark our quality processes against international standards like ISO and CMMI. We are ISO 9001:2000 and ISO 27001:2005 certified and an SEI CMMI level 5 Certified company. Besides these certifications, Mindteck is also ISO 13485:2003 certified to serve the Medical Electronics Industry.
Our quality policy states - 'We shall strive to satisfy our customers by consistently ensuring cost effective and timely delivery of high quality software solutions.'
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