Customer Support Team Lead

About HighRadius 

HighRadius is the market leader in the Autonomous Finance space, offering cloud-based Autonomous SaaS solutions for the Office of the CFO. Trusted by 200+ of Fortune 1000 companies for the digital transformation of their office of the CFO, HighRadius has transformed their order to cash, treasury and record to report processes for more than 16 years now.

We are passionate about delivering real business values that matter to the CFO’s office. With more than 850+ customers using our integrated autonomous finance platform, amplifying client efficiency and productivity leveraging latest technologies like AI/ML are central to the value HighRadius provides to our customers. 

About the Job

Highradius got an OCR technology that enables converting different types of documents, such as scanned paper documents, PDF files or images captured by a digital camera into editable and searchable data.After capturing the data, the system flags check statuses based on the capture quality. Exception handling is performed to ensure the data is captured accurately, allowing the payment to successfully link and post. This helps in delivering higher Header Level Hit Rate (HLHR) & Item Level Hit Rate (ILHR). An analyst have to perform exception handling (validate the pre captured data and make necessary correction) on checks once the batches are loaded into the system. Manager is responsible for overseeing the OCR exception handling team and process. This includes ensuring daily checklists are followed, all expected batches are timely received and loaded, and the team maintains high efficiency and 100% quality in exception handling. The Manager will also be responsible for monitoring Key Performance Indicators (KPIs), resolving critical issues, and driving process improvements to enhance HLHR & ILHR.

Key Responsibilities

• Batch Management & Coordination: Oversee and ensure the timely receipt and loading of all documents from the source, coordinating proactively with concerned teams to resolve any delays or issues in the receiving and loading process.
• Quality and Compliance Oversight: Establish and enforce adherence to the Exception Handling Playbook, monitoring the team's efficiency and quality metrics to ensure 100% accuracy in data validation and corrections of pre-captured remittance data.
• Process Governance: Review and audit the exception handling process and QA Process
• Performance Monitoring: Track and report on key operational metrics, including batch receipt/loading times and documents handling throughput, taking corrective action as necessary.
• Issue Resolution: Act as the primary escalation point for critical issues related to Document processing, data discrepancies, or quality breaches within the exception handling workflow.

Qualifications

• B.Com & B. Sc Graduates with Typing Speed should be >50 word per minute
• Good Communication
• Open to work in shifts 24/7
• Decent knowledge of Ms-Excel & Office
• 5+ Years of experience with a minimum of 2+ years in people management. Experience on Invoice Processing, Account Payables is a plus