Job Descriptions:

·          Resolves disputes related to customer payment on delinquent accounts and negotiates and ensures payment from customer.

·          Builds strong Engagement with Internal stakeholder (Sales, Operations, BU Finance) to ensure win/win outcomes are achieved.

·          Identify process improvement opportunities to the current COE Dispute Management processes and lead or participate in re-engineering effort.

·          Participates in cross-functional team to improve dispute resolution cycle, facilitate solutions for dispute issues, and improve dispute management processes.

·          Continually to provide feedback to Collection Team on Disputes/problem loading

·          Ensures compliant with COE practices and processes, and that audit guidelines are met.

·          Drives dispute management function to minimize manual, non-standard activities.

·          Meets/exceeds dispute management TAT and targets.

·          To achieve goals of Disputes to Clean Invoice with quantifiable impacts on Cash Flows

·          To ensure no impact on TCE (Total Customer Experience) by way of faster disputes resolutions.

·          Understand position roles and responsibilities, BFT metrics, and Balanced Scorecard as well as HP Global Collections and Asia-Pacific Collections Policy and Processes.

·          Ensuring timely converting of the uncollectible invoice to collectible within the agreed TAT of 5 days with the owner. Ensure that the engagement with the respective owner group to resolve the disputes effectively, i.e. solving the root cause of the problem to prevent the same issue from recurring.

·                   Initiates the dispute resolution process with internal HP partners and follows issue and ensures resolution for HP and customer.

·                  Builds strong customer relationships to ensure world class TCE and win/win outcomes are achieved.
- Leads and participates in local projects that enhance operational efficiencies within Collections organization.
- Leads or participates in cross-functional teaming to improve customer payment cycle, facilitate solutions for customer receivable issues, and improve organizational processes.

Education and Experience Required

Typically 8 to 10 years of experience post completion of MBA/CA.

Experience in Corporate Collections and Customer Service Experience

Front Ending Experience with Customer Handling & Dispute Resolutions

Knowledge and Skills Required

·         Excellent Interpersonal Skills & Excellent Communication - Good written and verbal communication, negotiation, and conflict resolution skills.

•    Excellent ability to build all level partnerships included executive level across functions and businesses

·         Basic accounting knowledge

·         Excellent Problem solving, influence & Negotiations skills

·         Superior project management and prioritization skills.

·         Basic understanding of Order Management Process
Basic understanding of Dispute Management Process

·         Excellent understanding of collection processes and financial concepts

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