PRIMARY ROLE
Deliverables include but is not limited to;
• Preparation of monthly journals to reflect debt, intercompany transfers, distributions, IFRS and accrual adjustments
• Preparation of monthly entity level packs including reconciliations
• Preparation of quarterly and half yearly management accounts for client investments
• Processing expenses and intercompany cash transfers
• Participating in onboarding and offboarding of entities
• Collaborating across teams for meeting internal and external client needs
• Participate in Statutory and managerial reporting as required
• Identifying efficiency opportunities and executing improvement
• Participating / driving project works

Team and Workload Management
• Manage teams or act as an Individual contributor with focus on effective operational execution, responsible for the short to mid-term operational and tactical team activities
• Define tasks to ensure delivery of services to assigned business partners is in accordance with service level agreements
• Ensure a positive working relationship within the team and with ANZ office by measuring customer/ employee satisfaction and developing on them
• Support ANZ AVP/VP in managing human resource planning, selection, development and periodic performance review of your team members
• Act as single point of contact for ANZ AVP/VP and escalate issues and improvement suggestions when necessary

WHAT YOU BRING TO THE ROLE
Required:
• Ability to maintain a high energy, positive, creative, solutions driven, client orientated, dynamic and responsive culture
• High level of behavioral awareness in self and others
• Time management & organizational skills
• Managerial experience including downward and upward management
• Strong analytical skills & attention to detail
• Good written and verbal communication skills
• 8+ years' experience in an Accounting/Finance type role
• Knowledge of:
o Accounting principles, Management accounting, Statutory accounting, Consolidation, GST & Tax.
• Bachelor's degree in accounting/Finance
• CPA/CA qualified
• Intermediate Excel skills - ability to manage large excel spreadsheets and use intermediate level formulas
• Experience in ERP systems; Workday strongly preferred
• Ability to learn new systems and technology
• Finance transformation project experience
• Property Accounting experience a large plus

Do

• Support process by managing transactions as per required quality standards
  
  
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA's defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  
  
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  
  
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver


NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

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