• Must have an experience of managing a team size of 10 • Provide coaching, feedback, and ongoing training to team members to enhance performance • Effectively manage queue and balancing of work loads • Monitor team performance metrics, on all types of work and able to review and shared feedback and mitigation plan • Ensure that the guidelines are followed as per standard procedures • Exception handling query from customer for which they called and able to provide a solution withing a short timeframe. • Should be able to understand transaction flow and able to help customer to inform with their amount due for payment, sharing payment status, invoice copy. • Must have good understand of refund process and able to help customer with their legal refunds within define TAT and providing them right information on the refund status. • Ensure that the quality of the transactions is in compliance with predefined parameters • Should review and provide feedback on SOP’s and Governance deck and MI reporting • Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns • Understanding of commission/agency statement procedure will be an added advantage • Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors) • Prepare performance reports of each employee on accounts work assigned to them or they handled • Managing all daily BAU of the process • Good communication both written and verbal • Good knowledge of collections strategy and client management experience during call • Knowledge of multiple ERP systems will be an added advantage. • Good decision-making skill. • Committed to achieving specific objectives and takes ownership for accomplishing them. • Effectively balances quality, customer service and productivity standards • Ability to prioritize & multi-task • Exhibits meticulous attention to detail • Graduate in accounts. B. Com Hons is preferred • Minimum 6 years to 8 years of experience in an international OTC and R2R process from Retail industry • System understanding of IBM I (iSeries)], Worldpay, Blackline, Bottomline and HSBC Banking platform will be and added advantage • Must have client management experience and experience of managing a team size of 10 members