Collections Manager

Overview

Collections Manager is responsible for overseeing the performance and direction of the Collections function within the organization, including Dunning and Collection, Dispute Management, and Credit Management. Leading a team of professionals, the Manager ensures service delivery aligns with established KPIs and SLAs, maintaining a robust internal control framework. As a key member of the Leadership team, they contribute significantly to enhancing the capabilities and standards of the Shared Services Centre, fostering service delivery excellence, and supporting its sustainable development.

Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generousbenefits package, including medical insurance, life insurance, etc.

Location

Shift Timing

What you’ll do on a typical day:

• Set and manage Collections tower performance and provide strategic directions to team, while ensuring smooth delivery of day-to-day operations (e.g. credit exposure limits and review; Driving effectiveness of collections outbound calls, ensure 100% touch base on every account within first 2 weeks of the month, Building rapport with internal team (i.e. sales, disputes, operations etc.) and key end customers.
• Carry out people management responsibilities in accordance with the organization’s policies and applicable laws, including:
• Plan, assign and direct work.
• Appraise performance, provide feedback and coaching, and reward and discipline employees.
• Provide opportunities for learning and self-development and facilitate the development of technical competencies.
• Continuously strive to build a culture of high-performance.
• Facilitate effective teamwork and builds collaborative relationships internally and externally.
• Ensure that overall delivery of services to BUs meets or exceeds agreed KPIs and SLAs defined between Operating Companies and SSC and is within a strong internal control framework.
• Ensure that PD% is reducing, cash collections is increasing and risk to bad debts is reducing month on month.
• Ensure that team is documenting all discussions with customers in the collections tool.
• Provide the environment for the Collections team to achieve and sustain best practices in effectiveness, quality delivery and efficiency within a strong internal control framework.
• Build customer behaviour intimacy through review of outstanding, cash flows, volumes, payment patterns to offer insightful solutions

• In your role as Manager, collections you will also be responsible to:
• Develop and track Service Level Agreements (SLA) to ensure service delivery excellence.
• Provide input to service reporting.
• Facilitate service transition when required.
• Analyze issues that are highlighted by the Business Account Manager and resolve them in a timely manner.
• Drive continuous improvement in the O2C team by introducing Lean principles and developing team members.
• Collaborate with different teams/ functions to ensure success of yours and all teams
• Bring in and invest in developing the right capabilities to prepare the organization for the future
• Work with various internal teams to ensure seamless experience for the customer.
• Manage customer relationship, which includes problem resolution and root cause analysis.
• Manage the relationship and support requests from partner Finance departments and other stakeholders in the business and act as a point of escalation within the collections process for critical/complex service issues.
• Create a mindset of innovation aimed at constantly challenging the norm to drive business value.
• Responsible for ensuring a disciplined approach to operational excellence/performance management, is in place and evolves over time.

What you needto succeed at XPO:

At a minimum,you’ll need:

• Bachelor’s degree from a renowned university in commerce.
• Basic Accounting skills and training / certification in Six Sigma or LEAN, or similar quality management experience.
• 15+ years of overall experience (

  Collections experience in logistics/shipping/transport industry is mandatory

  )
• Minimum of 10 years of experience managing a client-service oriented function (preferably shared services setup).
• Exposure to E2E O2C process is preferred.
• Expertise in Order to Cash processes, including best practices, technologies, processes, procedures and tools.
• Experience of managing a client-service oriented function (preferably shared service setup) in areas like large corporate initiatives/projects, strategic thinking, relationship management, financial budgets and processes and recruiting, developing, coaching, and monitoring employees.
• Knowledge of general accounting practices, financial management, sourcing, and contracting processes.
• Ability to think strategically; taking a balanced short and long-term view when solving problems; ability to utilize information from a wide variety of sources.
• Experience of supervising leads of multifunctional or global teams in the past and ideally worked in an operations environment to deliver high quality outcomes and results.
• Result oriented, with high level of motivation for self-growth, along with the drive for growing team members and overall organization.
• Entrepreneurial spirit with high motivation and enthusiasm to learn. Experience of working in a startup service center organization will be a plus.
• Excellent stakeholder engagement skills and ability to communicate effectively with clients of all levels and with fellow project team members.

Be part of something big.