Team Lead - O2C Qualification Bachelor/Post Graduate Degree in Commerce (exclusion BE/BTech/MCA/Arts and Science Graduates) Responsibility Business/ Customer : Interact with customers (internal / external) to meet process deliverables Manage and resolve escalations and issues raised by customers. Reviewing changes to customer master, making recommendations when credit applications do not meet acceptance criteria, handling complex billing transactions, issuing credit notes for settling disputes, applying cash for single receipts across multiple legal entities and business units and improving straight through cash application rates to ensure SLAs are met as agreed for customer satisfaction. Project / Process Ensure process guidelines are followed and met as documented Identify gaps in process compliance. Respond to queries raised by the team and provide appropriate feedbacks. Analyze feedback received and error reports to arrive at training needs. Resolve process related queries and escalations. Report team performance data at the desired frequency. Identify proper accounts in case of unapplied cash. Validate customer escalation on credit notes. Validate Standard Operating Procedures. Track and manage suspense accounts and maintain zero balance. Track provision for doubtful debts and report to management. Suggest ways and means to reduce doubtful debts. Support intercompany receivables. Track excess/short payment and coordinate for resolution. Support the team by liaising with different departments. Drive and participate in Operations reviews within the project / process. Initiate and deliver on process improvement project to improve process efficiencies. Contribute towards creation of knowledge updates and quality awareness training material and delivery to projects. Report to the team leader on performance, status and any escalations. Provide updates and submit reports related to own area of work. People/Team Management Act as a buddy and mentor for New Hires Mentor/coach a team of process executives/ senior process executives. Ensure quality monitoring and audits for process executives to identify areas of improvement for the team or individuals. Encourage the team to take domain certifications and training on an ongoing basis. Contribute to and participate proactively in knowledge sharing sessions. Conduct refresher training for existing associates. Conduct peer reviews. Complete mandatory training for self as identified in the training plan for the project. Align individual goals with team objectives (work cohesively with the team. Must Have Skills Speaking English Customer Service Employee Status : Full Time Employee Shift : Day Job Travel : No Job Posting : Oct 30 2023 About Cognizant Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant. 00056192732