• 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) Back-up resource for the OTC Collections and Cash App Practitioners