Order to cash team

1- General requirements

Follow closely managers work guidance, assignments & priorities set for the position holder and/or for the entire team

Attend meetings and discussions organized by team leader and/or OTC management

Participate in training organized or assigned by Team Leaders and OTC managers – attend the training sessions in person or in a virtual environment, actively participate in it, submit feedback as appropriate and successfully pass all assessments organized after the training sessions.

Deliver trainings to:

New team members to explain and demonstrate the daily activities performed by the position holder

Ongoing training sessions aiming best practice sharing and process gaps filling

Create and update process documentation on the processes, activities and tasks performed by the position holder, proactively or upon management assignment and in line with the internal process documents creation policy and practices

Ensure proper backup coverage for other team members in case of absence or holidays. In order to secure business continuance, the Team leader and/or manager should ensure in advance training on activities that are not part of the position holder responsibilities

Work on own initiative, autonomously and without constant supervision

Respect working schedules organized and communicated by management team

Provide audit evidence for quality, control and compliance purposes

Escalate in a timely manner all operational, administrative, organizational or other issues to Team leader and manager.

Proficiency in French and good command English. Proper language usage in internal and external communication, in local language, English or the working language(s) required for the position. Independent work to improve language skills where needed and upon justified feedback provided.

Computer literacy in MS office and customized ERP system. Ability to ensure link and follow up in multi-tools & system environment. Autonomous focus is required in case of gaps in the tools & systems knowledge

Ensure compliance to all business controls, quality, security and organizational policies properly communicated by the employer.

Contribute in process optimization/improvement initiatives

Comply to Company and Client behavior and ethics guidelines as per internal policies, communications and trainings delivered

Demonstrate resilience under pressure and ability to quickly adapt to unforeseen work demands

Analytical skills and focus on the details.

Excellent numerical skills

Proactive approach towards internal communication – requirement

Collaborate with colleagues within the team on complex cases, support other team members in case of urgent matters or backlog situations

3- Role specific requirement

3.1. Query management

Manage the resolution of Partner/ Customer queries received in mailbox, Query Management System, CVG within corporate guidelines and procedures.

Demonstrate the ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued

Maintain full coverage of the assigned SRs using various communication methods (mailbox, query management system, outbound/inbound calls)

Permanent account management, analysis on received requests and strategy application to ensure all requests are handled as per their importance, priority and SLA.

Ensure track of received requests in the systems where applicable

Ensure proper follow up of the requests till resolution of the issue

Ensure all approvals as per the established Approval matrix are gathered before cancellation of a billing item in the ERP systems.

Ensure all contract changes/ meter readings update are properly documented and executed in the ERP systems as per the established processes.

Ensure a feedback is provided to Partner/ Customer about all received requests

If applicable initiate refund requests upon customer’s request or after dispute resolution, as per the established process and internal controls

Perform all ad hoc query activities on accurate and timely manner

Ensure Partner compliance with Portal functionality where available

4- Org structure

This role reports to:

Team supervisor -> Team Leader -> Operations Lead -> Operations manager -> Site manager -> Track manager

Various tasks can also be assigned by Order to Cash Subject matter experts, Process leads, Quality/Compliance leads, Internal controls or peers who have been delegated a specific assignment/role/activity.

5- Success criteria for the role

Timely tasks/activity completion

High Quality ensured in the performed activities and tasks assessed as part of quality checks performed by the management team

Consistent achievement of Team and/or individual operational targets communicated by management team. Properly documented gap analysis in case of misses.

Self-motivated and willing to learn new skills

Ability to work on own initiative

Ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued

Strong organisational skills

Collaborate and communicate effectively with all levels and departments involved in the process

6- Communication channels

Internal communication: Communicates actively with the Management team (Team leader, Ops Leader/managers, SME, Process Leads, Control and compliance Leads etc) and the colleagues from the immediate team, OTC team or any other teams on site. Maintains communication with HR, IT departments, facility, etc.

External contacts:

Handles calls, e-mail, system queries, fax from customers on a daily basis.

Participates in meetings/conference calls with Client representatives