DE030363 - Service Delivery Ops Analyst

Accenture in the Philippines


Date: 2 weeks ago
City: Mandaluyong City
Contract type: Full time

  • ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Service Delivery Ops Senior Analyst WORK SETUP: RTO Responsibilities:
  • Contact by phone with debtors to make payment arrangements/establish payment dates and resolve issues and disputes
  • Capture accurate, detailed notes of discussions and arrangements and send follow up information as requested/required
  • Meet collection targets, and ensure agreed Service Levels are met or exceeded
  • Escalate issues in accordance with escalation policy; collect, progress and escalate high quality dispute information as required
  • Attend /support client meetings to discuss debtor performance and address issues as required
  • Be proactive and innovative with ideas to continuously improve collection-related processes, services and deliverables to the client
  • Assist in the preparation of management reports in line with client's and Accenture's requirements; provide collections statistics and reports
  • Develop and maintain processes to allow accurate and timely production of regular or ad hoc reports for clients and internal operations in all aspects of revenue collection
  • Ensure that the business operates in line with operational excellence practices in the areas of process performance, process execution, process management and continuous improvement
  • Manage corporate risk by ensuring that all procedures are compliant with company policies, regulatory and legal requirements
  • Monitor collection related system performance if applicable, report issues and maintain communications or project plans to ensure appropriate resolution
  • Recovery of overpayments discovered through audits (e.g. recovery of claims overpayments made to health providers by health plans)
  • Development of collection strategies and models
  • Design and execution of customer collection campaigns, e.g., mailings and outbound calling
  • Facilitation of customer support, service disconnect, litigation and/or legal enforcement
  • Analyzing bad debt and recommending write-offs
  • Managing third party collection agencies
  • Researching and obtaining resolution on a variety of escalated collections related customer complaints and issues
  • Answering queries from junior staff regarding collection policy/procedures and system problems as a minimum standard. OTHERS Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2


    • SKILL AND QUALIFICATIONS


  • Educational Background: Open to college undergraduates with experience
  • At least 2 years experience in Service Delivery or Customer Service
  • Project to upskill resource to comms coaching
  • Individual Contributor


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