Job Description:

Operations Management
 

• 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