Assistant Team Lead

Job Description Basic Function - To manage a team of collectors for maximizing cash inflows & minimizing debts by effectively managing the portfolio of accounts. - To do work assignments basis the criticality of the task and the skill set of the collector. It involves dealing with internal & external staff for gathering relevant information. - To manage critical accounts by placing outbound calls & responding to all the queries. - Strategizing the work & preparing the ageing report for review - To provide inputs to draft the RCA to answer any escalation Essential Functions · Ensure that the guidelines are followed as per standard procedures · Provide the work strategy to each collector in the team · Coaching & providing effective feedback to the collectors · Quality monitoring & review of accounts · Review the accounts of collectors and provide guidance on clearance, reconciliation or write-off · Share process updates and ensure that the same are followed · Review and provide initial approval on the disbursements, write-offs processed by the collectors · Allocation of accounts as per the guidelines · Act as a link between the collector and the Zurich governance leads · Ensure that the quality of the transactions is in compliance with predefined parameters · Ensure adherence to Company Policies and Procedures · Ensure fair methods are used to collect outstanding balance on the account · Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns · Achieving key targets for the process in line with the SLA (Service level Agreement)/Key Measurements(KMs) · Prepare reports of the accounts assigned to the team · Preparing business review templates for performance review Any other essential function that may occur from time to time as directed by the manager Primary Interactions @ EXL · Manager for the purpose of review, feedback, clarification and operations communication · Senior Processors for the purpose of Pre-process and Process training · Processors for performance updates · Business head for overall performance of process and or any other thing related to the process Primary Interactions @ Zurich Zurich governance leads for process updates, performance review, feedback on the team & process · Zurich end customers (Brokers, underwriters and insured) for account statement related discussions, escalations and collection efforts Organizational Relationships Reports To : Process Manager Supervises : Processors & Senior Processors Skills Technical Skills · Good Computer navigation skills, keyboarding skills · Proficient in MS office Process Specific Skills · Possesses necessary knowledge of business concepts to effectively perform the job · Effective account maintenance and reconciliation skills · Effective negotiation skills · Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. · Commits to achieving specific objectives and takes ownership for accomplishing them. · Effectively balances quality, customer service and productivity standards · Ability to read data, interpret and use the insights to drive effective collection and customer service · Make calls to the customer for collection or payment details Work towards resolution of disputes Soft Skills (Minimum) · Excellent written and verbal communication skills · Listening and comprehension skills · Questioning and Reasoning Skills · Customer Service focus and telephone etiquette · Ability to multitask, prioritize and manage daily work activities · Self-discipline · Result orientation · Adaptability · Presentation skills · Feedback skills · Goal oriented Education Requirements Minimum 12 years of education with accounting background Commerce Graduate with at least 3+ years of experience (Industry+ BPO) Work Experience Requirements Overall 8+ years of experience with Minimum 3 years of experience in a team manager role in a US collections insurance process Prior experience of working in Order to Cash processes, especially collections Must have worked on any of the ERP AR modules, preferably SAP Must have extensive client management experience as a team supervisor Must have done reporting, quality audits & trainings Must have managed governance meetings and business / process reviews

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