Senior Process Executive-voice Job in Cognizant

Team Lead - O2C

Qualification:

Bachelor/Post Graduate degree in Commerce (exclusion:

Responsibility:

Business/ Customer:

• Connect with the customer & provide highest level of satisfaction to the customer.

• Handling simple billing transactions, doing rule based credit appraisals, rectifying errors in customer master, following up with customers on overdue invoices, applying single receipts across multiple invoices, adjusting customer debit notes/(self) credit notes against open invoices, creating customer account statements and performing Account Reconciliation to ensure SLAs are met as agreed for customer satisfaction.

Project / Process:

• Achieve process SLAs / metrics productivity and quality targets within the established timelines.

• Raise process related issues on time with process lead and team lead.

• Resolve process related queries and expedite on data requests.

• Adhere to shift handover process.

• Implement small process improvement projects.

• Record data relating to production statistics, enduser related notes, etc as appropriate.

• Contribute towards creation of knowledge updates & stay updated with process knowledge / changes.

• Ensure updation of SOP.

• Provide updates and submit reports related to own area of work.

• Perform root cause analysis on the errors made by the team members.

• Participate on the review calls with the Process owners while playing the role of individual contributor.

• Partcipate as potential seed resources for staffing new engagements.

In the absence of the PL and TL, perform the following tasks when assigned:

• i Handle escalation calls.

• ii Manage service levels on a daytoday basis.

• iii Manage break schedule on a day to day basis.

• iv Communicate and manage transport delays.

• (A) Invoicing.

• Raise invoices as per SOP and submit the same to client/customers.

• Raise Credit notes / Interest invoice as per SOP and submit the same to customers.

• Consolidate aging of receivables.

• Release dunning letters manually/automatically.

• Follow up with customers on outstanding invoices.

• (B) Cash Applications.

• Download bank statements from the respective bank website.

• Extract remittance details from the statement.

• Apply the cash against specific invoice of customer account.

• Appropriate accounting of unapplied cash.

• Post revenues by verifying and entering transaction from lockbox reports.

• Process adjustments like write off, charge back etc.

• Support month end accruals.

• (C) Reconciliations.

• Perform reconciliations between Statements from customers and AR Subledger.

• and between GL and AR Subledger.

• Identify aged unresolved items to be written off.

• Support computation of Reserve for Bad Debts.

• (D) Collection.

• Send Demand letters for unpaid items.

• Follow up with customers for payments.

People/Team Management:

• Conduct peer reviews.

• Conduct refresher training.

• Complete mandatory training for self as identified.

• Contribute to and participate proactively in knowledge sharing sessions.

• Align individual goals with team objectives (work cohesively with the team).

• Collate team performance data for reporting purposes as and when requested by Process and Team Lead.

• Record attendance and time sheet related data.