ABOUT THE ROLE
The Team Manager is responsible for supervising, managing and motivating team members daily. As a Team Manager, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. On the Cash Application service line, the Team Manager leads a transactional finance team across multiple client accounts — providing people leadership and delivery oversight with enough order-to-cash fluency to engage credibly with the team and the clients. Hands-on processing is not part of the role.
KEY RESPONSIBILITIES
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operations
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members' feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Build strong relationships with different POC's based on Portfolio's assigned
- Participating in CI Projects
- Run daily huddles, queue reviews, and shift endorsements across the cash application teams
- Own daily cash posting — remittance capture, payment matching, and same-day application against the bank file
- Own deductions and short-pays — identified, coded, and routed to the right owner for resolution
- Drive down unapplied and on-account cash — set the clearing cadence and the escalation path when remittance detail is missing
- Own the reconciliation handshake with the client's accounting team — exceptions identified, explained and cleared within the agreed window
- Manage month-end — cut-off discipline, unapplied cash visibility, and a clean handover into the close
- Track SLAs, same-day application rate, unapplied cash balance and aging, deduction resolution time, and per-person productivity
- Surface blockers, sanity-check workloads, and flag delivery risks early
- Represent the team's delivery status and performance credibly in client conversations, including WBRs and MBRs
- Own the weekly per-account performance report, delivered on the committed day, every week
- Log client VOCs and incidents in Jira and manage them through to resolution per the SD playbook
- Ensure coverage discipline: no leave without a named backup for deliverables due during the absence
- Hybrid work setup, with occasional on-site reporting as required by business needs
- Work coverage or scope may be adjusted based on operational requirements
KEY PERFORMANCE INDICATORS
- Same-day application rate — at or above committed per-account SLA
- Unapplied cash — balance and aging within agreed threshold
- Posting accuracy — misapplied payment rate at or below threshold
- Reconciliation exceptions — cleared within the agreed window
- Client reporting on-time rate — 100%, on the committed day
- Per-FTE productivity — at or above account baseline
- Client health — CSAT at target; escalation-free streak tracked
SKILLS AND QUALIFICATIONS
Educational background required / desired:
- Bachelor's Degree o r equivalent work experience
W ork experience required / desired:
- Proven 5+ years of Team Leader experience
- Exposure to cash application or AR operations (remittance processing, payment matching, deductions and short-pays, unapplied cash clearing, reconciliation support) in a BPO or shared-services environment
Communications skills required / desired:
- 9/10
MS Office applications proficiency required / desired:
- Advanced
Other qualifications:
- Prefer with Team Leader experience/background
- Proven strong leadership and Influencing skills
- Strong ability to coach and motivate Team Members.
- Excellent time management skills and the ability to prioritize work.
- Results-oriented and strong organizational skills.
- Excellent written and verbal communication skills.
- Understands what a cash application specialist produces — enough to represent the team credibly to the client
- Able to read an unapplied cash report and a reconciliation, and ask the right questions on short-pays, deductions and missing remittance detail
- Familiarity with ERP and AR platforms, lockbox and bank file formats, and case or ticketing tools
- Past background as a cash application specialist who moved into people management is a strong plus