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Team Leader - Order to Invoice

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Date: 09-May-2019

Location: Mumbai, IN

Company: Lloyds Register

Job ID:26523
Location:Mumbai : India Management Office (LR_L000156)
Position Category:Customer Service
Department:IN720002 : MUM-LRQA OVERHEAD (IN720002)
Position Type:Employee Regular

 

Role purpose:

 

To lead, manage and develop the O2i team to: Deliver and maintain an effective, competitive and fully compliant service to internal and external clients for SAME area.

 

Key Responsibilities:

 

  • Meet client expectations through effective management of the service delivery/support processes
  • Develop and motivate the Order to Invoice team. Includes recruitment, performance management, training and development of team members.
  • Provide input into Business Centre strategies, business plans and budgets. Translate plans into goals and objectives for the team, and implement these within agreed budgets
  • Ensure that the systems, processes and procedures within the O2i team are effective, efficient and are communicated and understood by all team members. Assist senior managers in implementing change to meet current and future business needs
  • Ensure effective systems and processes are in place to manage the O2i process
  • Deal with business queries and build relationships with clients, to promote LRQA and resolve invoice related problems. Monitor, evaluate and act on client feedback.
  • Liaise with other business areas/offices to ensure consistency in the development and delivery LRQA’s services to internal and external clients
  • Collate, review and analyse data to provide management information/business intelligence reports. Includes identification and reporting of process/service failures to support overall service delivery. Eg. Invoice cancellations
  • Overall responsible for prioritising, delegating and monitoring of resource to ensure invoicing targets are met.
  • Responsible for monitoring of assessors time and expenses ; timely recording of sub-contractors time and expenses, including submitting monthly accruals  for sub-contractors expenses
  • Daily review of work-in-progress (WIP) report to ensure pending jobs progress to billing in accordance to group key performance indicators (KPIs), with WIP ratio to be maintained at =/<0.3
  • Main point of liaison / support point for invoice-related matters with various business stakeholders, such as SSC and external clients to manage queries, resolve discrepancies/disputes and/or process failures at various touchpoints
  • Manage your own and your team's compliance with health and safety rules, instructions, systems and legal requirements, ensuring employees are suitably trained and adequate resources are available to work safely.
  • Monitor and review health and safety performance, observe safety behaviours in the workplace, taking appropriate corrective and preventive action as necessary and suggesting and implementing improvement activities.

 

Technical/Professional Qualifications/Requirements:

 

  • Degree or business qualification, plus minimum 8 years supervisory experience in a client facing role
  • Significant experience in a people management role within a client or professional services environment
  • Able to lead by example in delivering excellent client service, and instil the same values within the team
  • Flexible and results-oriented approach to meet varying and competing client and business demands
  • An assertive approach to problem solving with strong communication and diplomacy skills to guide, negotiate influence and persuade at all levels
  • Experience of data analysis and interpretation for the generation of reports 
  • Knowledge and understanding of LRQA products and processes would be an advantage
  • High level of organisation and time management skills with ability to prioritise.

 

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