C2C Collections Process Expert

Role Overview

As a member of the team, you will participate 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 according to Capgemini methodologies, desk-top procedures and policies. You can take leadership to ensure the delivery of a customer focused service with highly proficient process knowledge, the ability to design, innovate and continually strive to improve the process and services delivered to the client

As a Process Lead you will be expected to:

• Have deep knowledge of the process, policies and desk top procedures within their engagement
• Be aware of the client specific adjustments and deviations from the generic GPM process design
• Apply process improvement methodologies (e.g. Lean Six Sigma) to the area of expertise for the continuous improvement purposes
• Has good understanding of process taxonomy and process approach from an end-to-end perspective (e.g. good DGEM knowledge)
• Drive Value back to client utilizing their process expertise
• Keep abreast of technology technological developments, their strengths and weaknesses and suggest technology related improvements within the given area of expertise
• Understand the client system architecture and how it relates to the CG Platforms and offerings including the Automation Drive Suit and DGEM Tech
• Have very good knowledge of CG and other Platform approaches, the Automation Drive Suit and DGEM Tech – building certifications in DGEM Tech technologies
• Be familiar with standard analysis tools/techniques
• Look for and gather key data and conducts a structured analysis.
• Be aware of the business context for the analyzed data and can draw insights and makes relevant recommendations with coaching"
• Understand the cost drivers of the services and supports effective usage of them in the service delivery
• Understand KPI measures and their impact on profitability
• Identifies and escalates out-of-scope requests
• Displays ability to proposes improvements to optimize and increase efficiency and effectiveness within the delivery

General Responsibilities / Accountabilities:

Responsible for the day to day management of the client’s Accounts Receivable portfolio. · Ensures the delivery of a high quality, customer focused service on a daily basis to the client in accordance with agreed Service Level Agreements. · Ensure quick resolution by the Credit Control Team of issues and escalated items · Manage a complex AR portfolio, negotiates and implements payment solutions with clients. · Responsible for achieving cash collection and ageing targets · Applies fundamental collection techniques and adjusts collection strategies to the requirement of the portfolio · Regularly assess all credit management controls and procedures for change and improvement · Develop strategies and solutions for problematic customers · Develop strategies and solutions to overcome credit management and credit control challenges · Is able to develop customer complex account reconciliations · Ensure cash collection targets are met · Confident communicator who is able to articulate complex concepts in a manner that leads to desired outcomes · Good communicator who can articulate complex concepts with key stakeholders across different levels in a manner that leads to desired outcomes · Good negotiation skills

Qualifications (Education/Experience/Certification):

· Minimum English at CEFR Grade B1 (intermediate) or equivalent · Is finalizing certifications in DGEM Tech technologies