This is a client facing role which requires strong P2P knowledge and excellent communication skills. You'll manage client escalations, negotiate SLAs, and triage/assign incoming requests to internal teams based on expertise and availability. This position demands strong organizational, problem-solving, and decision-making abilities.What will you do?Managing queue handling and day-to-day analysis for maintaining SLA; monitoring day to day resolution closures and case aging to ensure timely resolution. Allocating task to the respective team for executing the request. Liaison between the field marketers and the execution team. Managing area operations for rendering and achieving quality services; monitoring high end problem resolution team on performance bottlenecks Conducting day to day analysis for operational metrics like SLA, CSAT, Utilization and report generation at process level. Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling clients grievances for superior solution center experience. Managing escalation and suggest the mitigation plan. Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity. Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.What will you need?4+ Years of Experience of direct Client Engagement. Knowledge and experience of P2P. Efficiency in communication with the clients and internal teams on daily strategies, actions, roadblocks, project development, timelines, and results. Efficiency in making data-driven decisions, analytical skills with strong attention to details. Relationship building with the clients Work with leadership to explain and modify strategic plans.
Job Title
Accounts Payable Specialist ( Client Facing )