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OVERALL PURPOSE
Primarily responsible for service
delivery for all activities that follow the Order to Cash process
starting from order acceptance to invoicing/revenue recognition &
collections.
;Ensure that the necessary CISCO guidelines are complied with and
necessary documents are maintained as applicable for all day-to-day
processes.
;The major component of the job is to provide direction and support to
the team leaders in achieving team objectives. Also covered is providing
continuous feedback to TLs, Super users, and Associates; support and
guide them in achieving their respective objectives. The role also
encompasses maintaining good relationships with peers and clients.
PROCESSES
O2C——Order Mgt & Billing; Manage Sales Orders; Invoice Customer; Manage
Customer Requests & Inquiries
O2C——Collections; AR; Maintain Customer Master Data; Maintain AR
Ledger; Manage & Process Collections; Manage & Process Disputes &
Deductions
O2C——Analytics, Authorize & Manage Credit Order Approval & Billing, Collections, Reconciliations, Issue resolution, Handling customer
queries, Month End Activities
RESPONSIBILITIES/AUTHORIZATION
(Responsible for delivering the following services)
Heading a team for O2C operations involving Order Approval,
Billing, Reconciliations, Issue Resolution, Query Management, Month End
Close and other reporting activities.
Ensure all Service Level Agreements are met as per the contractual
obligations
Demonstrate Supervisory & analytical skills including coordinating of
day to day activities, prioritizing of tasks and balancing workload
amongst the teams
Compliance to Sarbanes–Oxley requirements and other client policies &
practices.
Ensure Operational Excellence (Op Ex) is implemented
Ensure adequate internal process controls are put in place to ensure
quality levels.
Ensure all month end activities are completed and appropriate reports
are generated and circulated as per the process requirements.
Ensure process documents are up-to-date and version control is applied
as appropriate.
Ensure all customer/client queries are responded to & resolved within the
stipulated Turn Around Time (TAT)
Ensure all quality parameters are met with respect to Billing and all
invoices are dispatched on time.
Ensure all necessary reconciliations and AR Sales Adjustments are done
by the team.
Ensure all statutory records are maintained as per client’s
requirements.
Ensure all Operational Metrics and Service Performance Metrics are
generated on time.
Ensure Daily/Weekly/Monthly collection targets are identified, tracked,
and achieved.
Ensure performance appraisal for the team/direct reports are done as
per standards.
Ensure sufficient feedback is provided on the performance of the team/individuals.
Facilitate issue resolution amongst team members if any.
Identifying Areas of process improvements involving tangible benefits as
defined by the organization.
Ensuring timely preparation of Goals & Development Plan for direct
Reports.
Ensuring Timely Review of Development Plan and follow-up on actionable
items.
Ensuring One-to-One with Direct reports (regularly), meeting with the
team as per communication calendar.
Establish process for conducting periodic performance reviews
Demonstrating Professional Behavior
Ensure good rapport with the clients by engaging in frequent interlocks
and conferences
Facilitate the Audit requirements of the client as required in a timely
manner. |
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【Other】Functional competencies skills): Accounts
Payable; AR; Cost Reporting; Treasury; Contract Compliance; Audit;
General accounting, Payroll
Professional Competencies skills): Takes initiative i.e. is
proactive; Analytical ability; Team player; Communication skills; Multi-tasking, Relationship Management – Ability to develop and maintain an
effective relationship with client; Customer orientation; Leadership;
Innovative
Working Conditions: Moderate travel depending on project involvement;
Overtime and On-Call required; Shift Work |
