OTC Service Delivery Ops Manager

• Responsible for daily operational performance management and ensure both contractual and operational KPIs are met (responsibility of delivering the service within agreed deadlines and at the required quality);







• Act as point-of-contact of the company and the client in the following areas, but not limited to, billing, credit management, cash applications, order management, and collections







• Act as an escalation point for all Order-to-Cash related issues raised by the client. Ensure the fast resolution of these issues and find ways as well to prevent them from happening again







• Communication with the client to ensure that the AR department complies with the latest changes in the procedures







• Develops good client relationships and good relations with the colleagues







• Lead client meetings to discuss debtor performance and address issues as required







• Actively seeks opportunities for Continuous Improvement initiatives to improve collection-related processes, services and deliverables to the client







• Prepares forecasts / budget for the Team and conduct manual invoicing







• Review account status for credit release







• Contact customers to confirm open items for cash reconciliation, check control, credit reconciliation, residual invoice Update deferred account list







• Provide AR account updates and prepare aging report and send SOA to customers, follow up with customers