Lead - Account Management

Key Responsibilities

1. Key Attributes

• Strong ERP and Excel skills for managing credit limits and collection workflows (Oracle, QuickBooks, Sage etc.)
• Excellent communication and negotiation skills for customer interactions
• High attention to detail for accurate credit assessments and documentation
• Analytical mindset to evaluate credit risk and recommend limits
• Proactive approach to minimize overdue balances and bad debts
• Ability to manage high-volume accounts and meet collection targets
• Collaborative team player working closely with AR, sales, and finance teams

2. Indicative Process Responsibilities

• Review and approve customer credit applications based on company policy
• Monitor credit limits and customer payment behavior to mitigate risk
• Contact customers to collect overdue payments and negotiate payment plans
• Update ERP system with credit decisions, collection notes, and payment status
• Prepare credit risk and collection performance reports for management
• Work with AR team to resolve billing disputes and ensure timely cash application
• Support month-end closing by providing accurate credit and collection data
• Oversee accurate application of customer payments and reconciliation of accounts

3. Overall

• Contribute to Service Level Agreement by achieving stated productivity and accuracy goals on a daily basis
• Track and report Service Level Agreement (SLA)
• Acting as a backup to the Team lead as and when required
• Perform Quality checks as per the agreed criteria
• Participate in Quality and Continuous improvement initiatives
• Create and publish Management Reports
• Active participation in Learning & Developments
• Ensure that Standard Operating Procedure (SOP) Manuel is updated as in when there are process change
• Month End Closer/Year End Closer activities to be performed based on the schedule
• Work allocation to the team • Coordinating with external clients and internal stakeholders via email to resolve the issues
• Explore for continuous process improvements and share best practices across teams

Key Performance Indicators (KPIs)

• SLA & KPI achievement across AP/AR/RTR/Payroll
• Month-end close accuracy & timeliness
• Productivity and cost-per-transaction metrics
• Compliance & audit scores
• Error rate / rework levels
• Stakeholder satisfaction (CSAT/NPS)
• Attrition, engagement & people metrics
• Continuous improvement savings and automation outcomes

Qualifications & Experience

Education

• Graduates from Commerce Discipline

Experience

• 6 to 9 Years

Type of Work Experience

• Has worked in BPO industry in the AR program
• Technical expertise: Expertise in handling functions on an ERP platform
• Ability to provide exceptional customer experience
• Ability to understand & analyze an issue or problem and to develop & suggest corrective actions
• Good interpersonal skills and team player
• Strong communication skills (verbal and written, strong command of English language)
• Understanding of accounting concepts and principles
• Working knowledge and experience on ERP systems
• Target oriented with strong focus on meeting SLA commitments
• Eye for detail and accuracy