Role Overview:
The Cash Application Process Leader is responsible for the day to day management of Cash Application team process.
Ensures the delivery of a high quality, customer focused service on a daily basis to the client in accordance with agreed Service Level Agreements. Responsible for leading, motivating and assigning work within a small team. The Process Leader should have a strong proficiency with Thai Language both written and oral. Focuses on in-depth process knowledge including but not limited to technicalities on tool like SAP, automations, Webcollect etc.
As a member of the team, participates in meeting service levels, key measurement targets of the team, delivers a high quality and cost effective service and oversees the process (or part of process) and customer service decisions. Can take leadership to ensure the delivery of a customer focused service to client with highly proficient knowledge of one or more processes and continually strives to improve the process.
General Responsibilities / Accountabilities:
Manages a team of Cash Application Associate in terms of process concerns and improvements.
Handles complex cash application transactions, deductions and customer account clearing activities Monitors the overall process performance and accounts quality.
Assures knowledge management sharing and provides the training within the team.
Acts as a key contact point for Capgemini client to resolve queries or issues. Handles complex trouble shooting activities. Contact point with Command Center to provide any required KPI reports
Is able to handle client specific queries or issues within the client scope
Conducts process redesign to ensure improvement within client context Is aware of the client specific adjustments and deviations from the generic GPM process design
Manages control and compliance agenda in the client context within the given area of expertise
Collate incoming payments daily by whichever method and track status
Ensures discounts and disputed items are dealt with in a timely manner in accordance with process
Tracks cash collection targets and advises on potential and significant deviation in order to escalate it properly.
Escalates any issue with the bank statement which may affect to the collection process: missing files, interface error messages, etc.
Conducts coaching session with team members in terms of overall process discussions using available Continuous Improvement tools.
Qualifications (Education/Experience/Certification):
Education: Bachelor degree in finance, accounting or a related field or 5 years of equivalent work experienceWork experience: 5 yearsProficient in ExcelMust have a proactive, positive attitude and be comfortable working in a fast paced, growth-oriented environmentHigh attention to detail and ability to manage tasks simultaneouslyExcellent teamwork skills and capable of working independentlywilling to work onsiteOpen to shifting scheduleEffective customer service to the client using English and Thai language