Customer Support Team Lead

Highradius; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HighRadius in Hyderabad is seeking an experienced OCR exception handling Manager to lead the team that validates pre-captured remittance data, ensures batch loading, and drives 100% data accuracy. You will monitor KPIs, resolve critical issues, and implement process improvements to raise HLHR & ILHR, while coordinating with cross-functional teams in a fast-paced fintech environment.

This role requires 5+ years’ experience, including 2+ years in people management, and willingness to work 24/7

Qualifications

• B.Com and B.Sc graduates; typing speed >50 wpm.
• Good communication.
• Willing to work in 24/7 shifts.
• Proficient in MS Excel and Office.
• 5+ years experience with at least 2+ years in people management; experience on Invoice Processing and Accounts Payable is a plus.

Responsibilities

• Batch Management & Coordination: Oversee timely receipt and loading of documents.
• Quality and Compliance Oversight: Enforce adherence to the Exception Handling Playbook.
• Process Governance: Review and audit the exception handling process and QA process.
• Performance Monitoring: Track KPIs and document throughput; take corrective actions.
• Issue Resolution: Serve as escalation point for critical processing issues.

Skills

Typing speed >50 wpm

Communication

24/7 shifts

MS Excel

People management

Invoice processing

Accounts payable

Education

B.Com

B.Sc

Tools

MS Excel

Job description

About HighRadius

HighRadius is the market leader in the Autonomous Finance space, offering cloud-basedAutonomous SaaS solutionsfor the Office of the CFO. Trusted by 200+ of Fortune 1000 companies for the digital transformation of their office of the CFO, HighRadius has transformed their order to cash, treasury and record to report processes for more than 16 years now.

We are passionate about delivering real business values that matter to the CFO’s office. With more than 850+customersusing our integrated autonomous finance platform, amplifyingclientefficiency and productivity leveraging latest technologies like AI/ML are central to the value HighRadius provides to ourcustomers.

About the Job

Highradius got an OCR technology that enables converting different types of documents, such as scanned paper documents, PDF files or images captured by a digital camera into editable and searchable data.After capturing the data, the system flags check statuses based on the capture quality. Exception handling is performed to ensure the data is captured accurately, allowing the payment to successfully link and post. This helps in delivering higher Header Level Hit Rate (HLHR) & Item Level Hit Rate (ILHR). An analyst have to perform exception handling (validate the pre captured data and make necessary correction) on checks once the batches are loaded into the system. Manager is responsible for overseeing the OCR exception handling team and process. This includes ensuring daily checklists are followed, all expected batches are timely received and loaded, and the team maintains high efficiency and 100% quality in exception handling. The Manager will also be responsible for monitoring Key Performance Indicators (KPIs), resolving critical issues, and driving process improvements to enhance HLHR & ILHR.

Key Responsibilities

• Batch Management & Coordination: Oversee and ensure the timely receipt and loading of all documents from the source, coordinating proactively with concerned teams to resolve any delays or issues in the receiving and loading process.
• Quality and Compliance Oversight: Establish and enforce adherence to the Exception Handling Playbook, monitoring the team's efficiency and quality metrics to ensure 100% accuracy in data validation and corrections of pre-captured remittance data.
• Process Governance: Review and audit the exception handling process and QA Process
• Performance Monitoring: Track and report on keyoperationalmetrics, including batch receipt/loading times and documents handling throughput, taking corrective action as necessary.
• Issue Resolution: Act as the primary escalation point for critical issues related to Document processing, data discrepancies, or quality breaches within the exception handling workflow.

Qualifications

• B.Com & B. Sc Graduates with Typing Speed should be >50 word per minute
• Good Communication
• Open to work in shifts 24/7
• Decent knowledge of Ms-Excel & Office
• 5+ Years of experience with a minimum of 2+ years in people management. Experience on Invoice Processing, Account Payables is a plus

AboutHighRadius:

HighRadiusis a fintech enterprise Software-as-a-Service(SaaS) company that leverages artificial intelligence-based autonomous software for the Office of the CFO. More than 800 of the world’s leading companies have transformed their order-to-cash, treasury, and record-to-report processes withHighRadius. Ourcustomersinclude 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey’s, and many more.

• Website: https://www.highradius.com/
• Culture: https://www.highradius.com/culture/(To give you a sense of our amazing culture built over the years and why we have super-strong employee advocacy)
• Products: https://www.highradius.com/software/integrated-receivables/
• Customers: https://www.highradius.com/customers/

Customerand Growth Highlights

• HighRadiusHonored As‘SaaS Startup of the Year’at SaaSBoomi 2024 (https://www.highradius.com/about/news/honored-startup-of-year-saasboomi-2024/)
• HighRadiusNamed to the 2024 Forbes Cloud 100'Fifth Year in a Row'(https://www.highradius.com/about/news/highradius-2024-forbes-cloud-100-fifth-year/)
• HighRadiusNamed 2024 Gartner® Magic Quadrant™ Leader for the Third Time in a Row(https://www.highradius.com/about/news/highradius-named-2024-gartner-magic-quadrant-leader/)
• India’s Top 10 most innovative SaaS startups –skip to 8:43 to get to #2HighRadius (https://www.youtube.com/watch?v=_BF1c1yY4GY&t=8s)
• Raised$475 millionin funding over 4 roundsatavaluation of $3.1 billion(https://techcrunch.com/2021/03/30/highradius-raises-300m-triples-valuation-to-3-1b-for-ai-powered-fintech-software/).
• Times of India articleonSaaS (https://timesofindia.indiatimes.com/business/india-business/india-saas-revenue-hits-3-5-billion-growing-at-30-annually/articleshow/77138847.cms)