DE025830 - Service Delivery Ops Lead Manager

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: AFS Management POSITION TITLE: Service Delivery Ops Lead Manager WORK SETUP: Hybrid Responsibilities: • 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 • Identify AR accounts-related requests and process if approved • Identify collection issues and escalate to responsible owner • Prepare write off report • Confirm disputed invoice and contact customers if dispute is valid • Identify accounts with billing issues/revenue recognition problems • Collect and gather data for AR Reports • Prepare regular / daily reports • Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to • 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 • Facilitate the operational Change Request (CR) process OTHERS Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Project/Team Location Gateway Tower 2