Essential duties People Management Supervise the team in terms of schedule adherence and completion of tasks. Provide training and knowledge sharing to the team and new hires if required. Monitor KPIs and SLAs of the team and identify areas of opportunities and improvement for best quality of service delivery Keep all process, flow and work instruction up to date and well documented as agreed with the team's regional counterpart. Assess team's daily workload and recommend workforce utilization / resource strategies as needed Operational Assist with issue resolution and ensure that any unresolved issues are escalated within agreed timeframes. Overseeing the timely and accurate processing of invoices, payments, collections, assets and others. Respond and resolve all customer issues and enquiries within the agreed SLA time frames; Process any credit memos, raising or amendment of invoices for customers within agreed SLA time frames; Liaise with relevant key stakeholders to ensure accurate customer data are recorded to meet customer requirements Obtain and maintain accurate data to ensure customers are consistently billed accurately and on time. To use critical thinking in terms of resolving issues and escalations Identify prioritization in day-to-day transactional activities Qualifications Bachelor's / College Degree in finance or any related discipline At least 5 years of working experience in the related field and 2 years experience in leading a team Excellent system and process knowledge Excellent customer service and communications skills High level of accuracy, superior attention to detail and a strong work ethic Intermediate MS Excel skills; able to confidently use and manipulate VLookUp formula Excellent time management and prioritisation skills Experience in Back-End lending operations or customer Service teams Ability to work independently and also as part of a wider team Show more Show less