Sr Group Manager (AVP) OTC GPO

Functional knowledge

• Good experience in end-to-end OTC cycle (Collections/Cash apps/Dispute Management/Credit Management etc)
• Experience in project management required
• Experience in FTE calculation and effort estimation
• Experience in implementation of tools
• Knowledge of RPA and automations
• SAP knowledge strongly preferred
• Knowledge of excel/ppt/PowerBi
• DPM/DTP/SOP preparation and review

Process improvement methodology: Has process improvement acumen.

Account Management:

• Knows the counterparts at client side and maintains a strong relationship with them.
• Brings in domain expertise to identify pain areas of the client, recommend, and implement solutions
• Identify improvement areas within the process and support implementation post client sign-off

Customer Orientation

• Understands to the expectations from own role to ensure delivery on client expectations
• responds to any changes, alterations, customer requests and escalates as required
• Solution oriented, effective communication with customers on issues raised, findings and proposed resolution
• Is mindful of customer feedback, voice of customer - works to implement action plans to address issues

Transition Management: Prior Transition experience is preferred.

Accountability:

• Ensure projects are completed time and with agreed output
• Is proactive in raising red flags, escalating situations without precedence, issues, etc.

Collaboration & Teamwork

• Is proactive in meeting counterparts and key people from same or different units that he / she is required to work with
• Establishes a clear understanding on the larger goals that both parties need to contribute to
• In case of differences with others, makes efforts to understand the others' priorities and contexts; always keeps the larger goal in mind for resolving these differences
• Addresses problems and finds solutions by working within and between WNS teams, including consultation with and/or escalation to other towers when required.

Analytical Thinking & Problem Solving:

• Breaks problems into logical parts and approaches these in a systematic sequential manner
• Analyses causes and inter-linkages between apparent and not-so-apparent factors; has an investigative approach to identifying reasons for anomalies to happen
• Contributes significantly in brainstorming sessions or on the basis of own experience to problem resolution; defines solutions for problems both the immediate problem as well as to ensure non-recurrence of the problem by addressing the root cause
• Gathers information, trends, and analyses cause-effect relationships for anomalies, errors, and aberrations in output
• Proposes and implements process improvements.

Communication skills

• Participates actively in team meetings; articulates thoughts clearly
• Listens with attention and builds own understanding
• Anticipates areas where support or influence will be required
• Can influence using data, facts as well as different viewpoint
• Demonstrates requisite verbal and written communication skills