Responsible for supervising the team to work on assigned casesMonitor Team's production and SLA deliveryKeep a record of client KPIs and team's performance against the KPIsMonitor the issue logs raised by the client partners and review each issue log prior to being escalated to the customerProvide subject matter expertise on Accounts Receivable processesManage and handle effectively escalations raised by the clientsProvide mentorship, training and coaching to the teamAdhere to organizational policies and proceduresLead by example by demonstrating the highest standards of ethical behaviourMonitoring and reporting team performance as neededKeep the Standard Operating Procedures updated and establish due control mechanismsWork with quality and business transformation team to identify, recommend and implement process improvement projects