BRIEF DESCRIPTION OF THE ROLE

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Business Process Specialization professionals apply expertise in a specific business process delivery capability (or capabilities) to ensure services are delivered in a manner consistent with our Standard Delivery Solutions and Service Level Agreements and drive continuous improvement.

Collections Team Lead is responsible for managing and coordinating a team across all business streams within the region while effectively managing timely payment and resolution of customer issues preventing payment. Ensure service and performance levels agreed between Accenture and the Client are met
 

RESPONSIBILITIES:

• Responsible for managing the team's workload distribution, ensuring that all metrics are met, and issues are escalated.
• Supervise, develop, coach, and motivate a team of Collection-Agents, setting objectives for each role to ensure that skill levels within the team are effectively utilized
• Manage the collection strategy process and handle dispute-resolution efforts
• Identify and monitor “at risk” customers and aged invoices
• Work closely with key teams such as Credit and Sales in mitigating collection risk
• Collaborate with various internal business functions such as Billing, Credit Team and Cash Application teams and external customers to resolve receivable issues and to achieve common goals and objectives
• Monitor efforts performed by team members for accuracy and timelines
• Take on a proactive role towards improved performance and development of strategies for meeting goals
• Account management for complex and rapidly growing customer accounts.
• Provide exceptional customer service to internal and external stakeholders
• Review, manage and facilitate resolution of disputed receivables
• Drive proactive discussions to follow-up and identify resolutions within agreed timeline with customers, peers, and managers
• Ensure desktop procedure and local work instruction are updated on timely manner
• Provide monthly metric reports, including any proactive analysis and strategic insights
• Escalate issues in accordance with escalation policy
• Preparation and initial review of management reports in line with Clients and Accenture’s requirements
• Attend client meeting to discuss account performance and address issues as required
• Preparation and consolidation of reports
• Conduct the weekly account analysis and prepare a report to be submitted to the Service Manager
• Any other duties deemed appropriate by either Accenture or the client
• Adherence to client’s policies and procedures

QUALIFICATIONS & KEY SKILLS REQUIRED:

• Bachelor's degree required
• Min 3 years of demonstrated work experience in Collections processes
• Strong stakeholder management and communication skills, related process domain expertise and experience, supervisory skills
• 1-3 years of experience in leading and motivating a team to achieve goals
• Working knowledge of Oracle, Salesforce would be an advantage
• Strong understanding of Order-to-Cash, particularly, knowledge of banking procedures, payment methods and letters of credit
• Strong interpersonal and written communication skills, with the ability and confidence to operate at senior levels within client and Accenture organizations

About Accenture:

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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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