Job
Description
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 Implement policies on Call Drops - Inbound call handling for improved customer experience Establish contacts/relationship with key stakeholders and have regular connect to resolve complex operational issues Establish and drive Fine tune dialing modes, pacing & pace plans to generate higher contact rate Support continuous improvement, including processes, systems, targeted to improve cash & collection efficiencies Recommend strategies with innovative and data backed ideas like cross location calling, buffer CLI utilization, focused attempts based on the value of invoices etc. 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 past due reduction and reduce DSO to help business meet their goals 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 Respond stakeholders on a timely manner Maintain a positive cross functional relationship with other teams of OTC Conduct regular team meetings, share cash and collection goals, and provide feedback on teams performance 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 Experience of managing Dialer operations is mandatory Extensive Call Center experience (Inbound and Outbound) Proven experience in running collection cycles, credit processes, use of Collection tools ( e.g. Get Paid) and establishing metrics to ensure process adherence. This includes the analysis and reporting associated with these process. Working in US working hours (night shift) is a mandatory requirement Around 7+ years of people management experience is preferred. Experience in North American process transition would be preferred Systems knowledge in ERPs (Baan, Qolsys , Amer, Oracle & SAP) will be preferred Proficiency in Collections Tools like Getpaid , Contact Tool, High Radius is required Adherence to Organization Policies & Procedures, which includes SOX Compliance Ability to clearly articulate team performance with key stakeholders in the business (BU GM s, CFO s, Sales leads) in a clear, concise action-oriented manner
