Process Lead

2 days ago

Taguig, National Capital Region, Philippines Canon Full time ₱800,000 - ₱1,200,000 per year

Essential duties    

People Management

•    Supervise the team in terms of schedule adherence and completion of tasks.

•    Provide training and knowledge sharing to the team and new hires if required.

•    Monitor KPIs and SLAs of the team and identify areas of opportunities and improvement for best quality of service delivery

•    Keep all process, flow and work instruction up to date and well documented as agreed with the team's regional counterpart.

•    Assess team's daily workload and recommend workforce utilization / resource strategies as needed 

Operational

•    Assist with issue resolution and ensure that any unresolved issues are escalated within agreed timeframes.

•    Overseeing the timely and accurate processing of invoices, payments, collections, assets and others.

•    Respond and resolve all customer issues and enquiries within the agreed SLA time frames;

•    Process any credit memos, raising or amendment of invoices for customers within agreed SLA time frames;

•    Liaise with relevant key stakeholders to ensure accurate customer data are recorded to meet customer requirements

•    Obtain and maintain accurate data to ensure customers are consistently billed accurately and on time.

•    To use critical thinking in terms of resolving issues and escalations 

•    Identify prioritization in day-to-day transactional activities 

Qualifications  


•    Bachelor's / College Degree in finance or any related discipline

•    At least 5 years of working experience in the related field and 2 years experience in leading a team

•    Excellent system and process knowledge

•    Excellent customer service and communications skills

•    High level of accuracy, superior attention to detail and a strong work ethic

•    Intermediate MS Excel skills; able to confidently use and manipulate VLookUp formula

•    Excellent time management and prioritisation skills

•    Experience in Back-End lending operations or customer Service teams

•    Ability to work independently and also as part of a wider team

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