Responsible for overseeing collections activities for North America and Canada customers
Establish goals & metrics of the process and drive, co-ordinate team to meet and exceed them
Accountable to drive results to enhance business performance
Resource forecasting basis volume projection and availability of current resources
Drive internal audits and propose improvements relevant to Cash and Collection value stream
Manage risks and controls; promote a culture of transparency
Design, develop and improve collection strategies to reduce past due and unapplied cash to optimize productivity
Establish contacts/relationship with key stakeholders and have regular connect to resolve complex operational issues
Support continuous improvement, including processes, systems, targeted to improve cash & collection efficiencies
Review team performance on parameters of quality of notes, # of conversation follow-ups, call quality, account penetration, timely cash application, un-applied & un-identified cash
Drive cash calls on regular intervals towards closure of all open issues
Drive past due reduction and reduce DSO to help business meet their goals
Be proactive and encourage innovate ideas to improve service deliverables, based on improved performance/efficiency and with an understanding of risk
2. People Management
Responsible for team performance
Plan team capacity, allocate work accordingly and address potential bottlenecks/ backlogs proactively
Develop, and train team members to ensure a positive, open, and flexible work environment
Manage and motivate team members to have a better rate of retention
Should guide and coach team members to help them achieve their short-term and long-term goals
Ensure all published reports are correct and errorless
Develop a specific management culture for shared services aiming efficient service delivery
Conduct regular team meetings, share cash and collection goals, and provide feedback on teams’ performance.
Initiate 1x1 and performance appraisal discussions with team and share a constructive feedback
3. End-to-End Process Improvements
Ensure adherence to internal and external guidelines as well as to a standardized process landscape
Contribute ideas and actions towards the continuous improvement of processes within area of influence
Initiate and support process improvement initiatives and related projects
4. Relationship Management
Respond stakeholders on a timely manner
Maintain a positive cross functional relationship with other teams of OTC
Should be a part of the extended leadership team of PBU CFO
What we look for ?
Minimum: Postgraduate / Master’s Degree in any stream
Working experience within a Shared Services, Captive/Outsourced environment supporting North America region is mandatory
Should have an experience in Call Centre model working on both Inbound and Outbound
Working in US working hours (night shift) is a mandatory requirement
Experience in North American process transition would be preferred
Around 7 years people management experience is preferred
>15 years of experience in Cash & Collection Processes in a Global/MNC environment,
Includes managing teams of >50 people over this period
Proven experience in running collection cycles, credit processes, use of Collection tools (e.g., Get Paid) and establishing metrics to ensure process adherence.
Ability to perform root cause analysis; create and implement tangible actions to address key process and/or operational opportunities
Strong Business Process documentation skills
Project and Process Programs (Transformation and/or Continuous Improvement) is a desired skill
Demonstrate leadership, interpersonal and collaboration skills to effectively supervise, mentor and influence team
Adherence to Organization Policies & Procedures, which includes SOX Compliance
Ability to clearly articulate team performance with key stakeholders in the business (BUGM’s, CFO’s, Sales leads) in a clear, concise action-oriented manner
Systems knowledge in ERPs (Baan, Qolsys, Amer, Oracle & SAP)
Proficiency in Collections Tools like Getpaid, Contact Tool, High Radius will be preferred
Excellent customer service, business communication (both verbal and written) and follow-up skills with the ability to work in a fast-paced team environment while meeting deadlines
