You will also be expected to get involved with testing and serve as a key reference point/go-to-person for any accounts receivable and cash application related process or issue. You should also become a technical reference point, understand metrics and benchmarking activities as well as what other organisations might be doing that may benefit WTW. Performance Objectives: Excellence Fully understand the end-to-end cash application process including deviations and local nuances Successfully provide guidance to the team on all administrative tasks, resolve complex or non-routine issues/ requests/ queries, and aid in day-to-day processing as necessary Ability to manage stakeholders by handling AR/cash application related escalations. Manage process by which work is tiered, gated and routed; manage support team assignments for specific clients Serve as an escalation point for exceptions and make approval decisions as per Delegation of Support and Authorities policies Perform root cause analyses on performance deficiencies, propose solutions, and implement operational fixes Active participation/ support in process improvement/ innovation thru attending/ joining conference calls, conduct testing and provide sign-off Ensure all work is performed in accordance with targets Plan and organize work so that Service Level Agreement objectives are realized. Perform A/R reporting and other metrics reporting where required. Understand and apply WTW AR processes, policies, procedures and internal control standards. People Manage a high performing team that maintains a strong “client service” focus and culture: Provide regular and effective performance feedback to team members Identify and ensure the training and development needs of team members are met Plan and organize team’s work so that Service Level Agreement objectives are realized Plan and define performance goals with SSC Leadership to set overall and team-level performance measures and goals Consistently display TW core values at all times and be an agent of positive influence in promoting associate’s engagement and team morale Clients Foster a “client service” culture and instil a work ethic that includes collaborative thinking Manage client expectations on a daily basis, and work to resolve issues, if there is Financial Measure the performance and operational processes against goals and ensure that all transactions are recorded correctly in terms of the organisation’s revenue recognition rules. Provide input to support definition of/revisions to service measures and service targets Identify process improvement opportunities and best practices Qualifications The Requirements 3+ years’ experience working in Billing/ Accounts Receivable 3+ years solid supervisory experience Oracle (or other ERP platform) Accounts Receivable experience Experience in a shared services/internal service delivery role desirable Professional Services (e.g. consulting, auditing, project-based) industry experience Strong people handling and stakeholders’ management skills Good in Communication skills (Written and Oral) Strong Analytical/Technical skills Ability to develop advanced understanding of the Willis Towers Watson contract structures / revenue recognition policies Skilled in customer service interactions/ability to communicate with professional image/ customer-focused mind-set through various channels (e.g. phone, e-mail, etc.) Ability to resolve exceptions and disputes Ability to work well under pressure, meeting deadlines and SLAs Ability to delegate and coordinate the performance of work activities Proven experience effectively working with direct reports on career development and making a positive impact on team morale, sense of belonging and participation Computer Skills proficient – MS Word, MS Excel, MS Access, MS PowerPoint; and knowledgeable of system software/ programs Bachelor’s degree in Accounting, Finance or Business related courses Equal Opportunity Employer.