PROJECT NAME: Project Dawn

POSITION TITLE: Service Delivery Ops Specialist

WORK SETUP: Hybrid

Project Shift Schedule: Morning Shift

Project Rest Day: Weekends Off

Project/Team Location: Taguig, Uptown Bonifacio Tower 3

OVERALL PURPOSE:

• Manage a team of Senior Analysts, Analysts, Associates and new associates executing the processes related to Record to Reports.

RESPONSIBILITIES:

• Provides responsibility on OTC & PTP Tower overall performance to meet all agreed SLAs and KPIs.
• Responsible for activities assigned by the Service Delivery Lead.
• Timely reporting of OTC & PTP day-to-day team performance and issues.
• Assist Team in all activities performed within Manila Service Center including workload balancing and mediate concerns or clarifications to Onshore Team.
• Perform review and approval of processed documents by AP & AR Team for cash applications and billing.
• Handle Client discussion including concerns, process clarifications and scope alignment.
• Resolve complex inquiries including tasks and reports.
• Monitor SLAs and provide metrics report for the Management and Client.
• Monitor Team and individual performances.
• Handle procedure updates and coordinate approval and discussion with the Client.
• Handle escalations and implement process controls.
• Responsible for coaching and mentoring of direct reports.

SKILL AND QUALIFICATIONS:

• Accounting, Finance or any Business related course with 5-7 years service delivery experience within BPO
• Strong service management; financial, people and process management skills
• Team management skills; Proven process improvement skills
• Strong process change implementer, strong organisation and people management skills; Flexibility, especially in the closing periods
• Excellent communication skills – both written and verbal
• Excellent client relationship management skills
• Excellent problem solving skills

Please refer to job description.