Order to Cash Operations Specialist/Team Lead

RESPONSIBILITIES:

• Overall OTC Deductions & Ageing reporting
• Escalation handling from Sales and Account Coordinators
• Next level escalation in managing queries from critical vendors
• Works with Treasury for decision on priority vendors/payments
• Production Supervision and Support        
  •    Coordinates individual and team work assignments 
  •    Monitors work load balancing 
  •    Supports high quality work through a positive environment 
  •    Monitors team members performance with the focus on improvement
        Service Level Agreements and Performance Metrics
  •    Ensures individual and team service levels are met or exceeded 
  •    Assists in reviewing daily, weekly and monthly service levels and provides recommendations for improvements 
  •    Front line contact for questions or issues surrounding service levels     
• Quality
  •    Participates in providing feedback to the Quality team for improvement suggestions 
  •    Works with auditing resources on individual and team error trends 
  •    Ensures timely feedback is provided to individuals and teams on quality issues, changes or trends
• Performance Management
  •    Assists in the creation of Performance Improvement Plans (PIPs) for Team Members not meeting expected production or quality targets, monitors program for a defined period 
  •    Provides suggestions to Management on unit performance, including motivation tactics, incentive programs and performance rewards