Senior Team Lead - Customer Care

8–10 years of experience in Order-to-Cash (OTC) billing, including dispute resolution. Strong working knowledge with SAP or any billing related ERP system 3+ years of team management experience with a minimum span of 20-25 resources Exposure to managing Utility Clients will be an added advantage

EDUCATION

Bachelor’s degree B. Com/M. Com/MBA (Finance only)

Key Responsibilities

Lead to a team of Billing specialists and ensure end to end ownership of Billing Operations Ensure team adherence to KPIs, SLAs on a daily, weekly and monthly basis Drive team productivity as outlined in the performance scorecard Manage staffing requirements daily based on volume inflow Ensure timely and accurate invoice submission by Billing Specialist in line with contractual obligations Act as the primary escalation point for unresolved issues, providing guidance and resolution support to the team. Analyse, review, and approve billing adjustments and corrections to ensure accurate invoicing. Identify and drive process improvements, automation opportunities in existing processes Drive employee engagement and development initiatives for the team Ensure team attrition is effectively managed to avoid any service delivery impact Skill Requirements Proficient in MS Office (Excel, Word, PowerPoint), with strong analytical skills. Strong customer-centric approach with focus on service excellence. Ability to quickly adapt to new processes and systems Excellent multitasking, prioritization, and problem-solving skills. Strong organizational, time management, and stakeholder management abilities. Effective communication skills with the ability to collaborate across teams and influence outcomes.

Other Requirements

1. Optional But Valuable Certifications In Customer Service Management Or Operations Management.
2. Certification In Lean Six Sigma Or Similar Methodologies Is A Plus