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OTC Collection, Team Lead (Mandarin Speaking)

OTC Collection, Team Lead (Mandarin Speaking)

Accenture Southeast AsiaKuala Lumpur, Kuala Lumpur, Malaysia
2 hari lalu
Penerangan pekerjaan

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Key Responsibilities

  • Lead and supervise the daily operation on OTC process
  • Daily operational performance management and meet targets including Service Level Agreements with client
  • Achieve client’s Service Satisfaction at the level of client’s management and also end-users
  • Facilitate the operational Change Request (CR) process
  • Build team succession and make it effective
  • Provide a holistic view of service delivery to the client
  • Act as a clear escalation route to the client for service related issues and facilitate resolution of issues
  • Support Ad Hoc contractual projects for the client in line with the nominated project team
  • Initiate and own continuous improvement projects within area of his / her responsibility
  • Ensure compliance of the dedicated unit to Accenture policies and procedures applicable for the dedicated unit

Operation Excellence

  • Work with OE support team
  • Sound Operations management experience (including SLA management)
  • Basic contractual / change management knowledge
  • Client interaction skill

    • Problem Solving

  • Experience in managing unstructured problems
  • Problems within this role are typically service related for the client. Problems can occur on a daily basis and can range from small client requests through to large service issues.
  • For contractual problems – working closely with SDL to ensure gaps are identified and closed with client agreement

    • Project Management

  • Attendance to meeting and reviews based on defined MOS system
  • Support SDL achieve the cost control within budget
  • Facilitate on the hiring, development, coaching and performance management process of staff in dedicated unit
  • People developer, build up team succession and keep delivery continuously
  • Client communication, build up the relation and expectation management
  • Innovation at work, and focus on client value creation
  • Take ownership

    • Qualifications

  • 7–11 years of relevant working experience
  • Fluent in English including Business Writing and communication
  • Strong understanding of general accounting practices, including financial analysis, transaction reconciliation and operational data reporting to determine financial outcomes
  • Proven experience in team management, including overseeing and coordinating team activities, assigning responsibilities, facilitating communication and ensuring effective collaboration to achieve organizational objectives
  • Rich client facing experience, good at communication with client
  • High responsibility and dedication on work

    • Seniority level

    Mid-Senior level

    Employment type

    Full-time

    Job function

    Project Management and Management

    Industries : Business Consulting and Services

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