Case Collection Manager

Job Summary:

The Case Collection Manager will be responsible for overseeing the end-to-end process of case entry, tracking, and resolution across the organization. This role ensures that all cases are logged accurately, processed in a timely manner, and escalated appropriately to meet service level agreements (SLAs). The Case Collection Manager will act as the central coordinator between internal teams, suppliers, and customers to ensure transparency, accountability, and continuous process improvement.

Key Responsibilities

• Manage and oversee the case collection process from initiation to closure.
• Ensure all cases are entered accurately into the system in line with SOPs.
• Monitor case volumes, trends, and turnaround times; provide regular reporting to leadership.
• Serve as the main point of contact for escalations, ensuring timely resolution and communication.
• Collaborate with cross-functional teams (supply chain, logistics, customer service, project management, etc.) to drive case resolution.
• Develop, implement, and maintain Standard Operating Procedures (SOPs) for case collection and management.
• Train and support team members on case entry best practices and compliance requirements.
• Partner with IT/Systems teams to enhance case tracking tools and reporting dashboards.
• Identify process gaps and lead initiatives to improve efficiency, accuracy, and customer experience.
• Ensure compliance with all internal policies and external regulations related to case management.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, Operations Management, or a related field.
• 5+ years of experience in case management, operations, or supply chain/customer service leadership.
• Strong understanding of case management systems, ERP platforms (e.g., NetSuite, SAP, Oracle), and reporting tools.
• Proven ability to lead cross-functional teams and manage high volumes of cases with accuracy and timeliness.
• Excellent problem-solving, organizational, and communication skills.
• Experience developing SOPs and process documentation.
• Strong analytical skills with the ability to interpret data and provide actionable insights.

Key Competencies

• Leadership & Team Collaboration
• Process & Detail Orientation
• Strong Communication & Escalation Management
• Analytical Thinking & Continuous Improvement
• Customer-Centric Mindset