OTC Team Lead

Job description

Introduction
The Process Innovation Professional has knowledge, experience and expertise across the major business processes they support for their clients. Understands their client’s strategy, priorities, operations and broadly leverage this knowledge to advance business process differentiation. These roles are required to handle / understand complex transactions (platform exceptions), develop and implement innovative process initiatives, deploy leading edge solutions which match their client’s tactical and strategic requirements, work with IBM development teams on requirements, functions and iterations of leading edge solutions and lead training & quality activities related to those solutions. These professionals require skills in business operations, process management and compliance, industry knowledge and a deep understanding of the process best practices and tools to execute their client’s core business processes

Your Role and Responsibilities
• Prepare monthly cash collection forecast
• Work with client in setting monthly collection targets
• Define prioritization tactics of the team
• Monitor daily performance of the team against target
• Represent the team in client or interlock meetings
• Manage stakeholders’ requirements or expectations
• Assist the Operations Manager in ensuring:
a. Continuous improvement plans are in place
b. Compliance with SLA’s and Key Measurement targets
c. Business controls are in place
d. BCP readiness
e. Seat Utilization target is met
f. Compliance to all Center-related deliverables such as usage and analysis of TVC, ILC, CI targets, Business Controls, ASODs, DTPs, etc.
• Provide issue resolution to team members for escalated issues
• Build capability of the team: ensure proper on-boarding of new hires, building the skill sets of team members, periodically do Checkpoint and conduct people development (e.g. coaching) activities
• Provide explanations on monthly collection performance every month-end.
• Review and approve Desktop procedure (DTP)

Required Technical and Professional Expertise
•Excellent communication skills (both written and oral) as well as interpersonal and relationship building skills.
• Must possess a strong leadership ability and organizational commitment
• Adept in using at least MS Excel, MS Word, and MS PowerPoint.
• Highly organized, analytical, results-oriented and is keen on details.
• Has high level of maturity and sense of responsibility
• Has the ability to collaborate with others
• Highly motivated and proactive and unquestionable integrity
• Good communication skills, both in spoken and in written English, and has neutral accent

Preferred Technical and Professional Expertise
Not applicable