Process Lead

2 weeks ago

Taguig, National Capital Region, Philippines Canon Australia Full time $104,000 - $130,878 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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