Credit Management

ExlService Holdings, Inc.; Dadri; On-site; INR 800,000 - 1,600,000; Part time

Job summary

ExlService Holdings, Inc. is seeking an Operations Manager to lead and coach a 25-30 member team, ensuring end-to-end O2C processing and client satisfaction. The role requires resolving queries, managing escalations, and maintaining documentation of workflows across multiple clients.

The incumbent will drive timely, accurate processing of daily, monthly, and periodic client requirements while upholding high-quality performance standards and continuous process improvements.

Qualifications

• Experience managing a team of 25-30 members and coaching them to achieve business goals.
• Provide guidance to the team and resolve queries as needed.
• End-to-end operations management for order-to-cash processes, including collections, disputes, billing/invoicing, reconciliation, payment processing and refunds management.
• Deep knowledge of activities, workflows and client expectations.
• Timely and accurate delivery of daily, monthly and periodic processing of client requirements.
• Establish systems and processes to maintain high quality performance day-to-day.
• Handle escalations related to operational issues.
• Document workflow for all client activities.

Responsibilities

• Lead a team of 25-30 members and coach them to meet business goals.
• Resolve team queries as needed.
• Manage end-to-end O2C processes including collections, disputes, billing, invoicing, reconciliation, payments and refunds.
• Understand client activities, workflows and expectations.
• Ensure timely daily, monthly and periodic processing for clients.
• Establish systems to maintain high-quality performance.
• Handle operational escalations.
• Document workflow for all client activities.

Skills

Team management

Coaching

Operations management

O2C processing

Escalation handling

Job description

• Should have an experience of managing a team of 25-30 members be able to coach them continuously to achieve business goal
• Able to help team in resolving their queries as an when needed
• To ensure complete operations management for end-to-end order to cash processes, including collections, dispute handling & billing / invoicing, reconciliation, payment processing and refunds managements etc.
• Is required to possess deep knowledge of the all the activities, workflow, expectations of all end clients
• To ensure timely and accurate delivery of daily, monthly and periodic processing of client requirements
• Should establish systems and processes to ensure highest quality levels of performance is achieved on a day-to-day basis.
• To handle any escalation w.r.t. any operational issue.
• To ensure proper documentation of workflow of all activities related to all the clients.