Job
Description
Who we are? Johnson Controls is the global leader for smart, healthy and sustainable buildings. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. We’re helping to create a healthy planet with solutions that decrease energy use, reduce waste and make carbon neutrality a reality. Sustainability is a top priority for our company. We committed to invest 75 percent of new product development R&D in climate-related innovation to develop sustainable products and services. We take sustainability seriously. Achieving net zero carbon emissions before 2040 is just one of our commitments to making the world a better place. Please visit and follow Johnson Controls LinkedIn for recent exciting activities. Why JCI: https://www.youtube.com/watch?v=nrbigjbpxkg Asia-Pacific LinkedIn: https://www.linkedin.com/showcase/johnson-controls-asia-pacific/posts/?feedView=all Career: The Power Behind Your Mission OpenBlue: This is How a Space Comes Alive How will you do it? 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 What we offer: We offer an exciting and challenging position. Joining us you will become part of a leading global multi-industrial corporation defined by its stimulating work environment and job satisfaction. In addition, we offer outstanding career development opportunities which will stretch your abilities and channel your talents Diversity & Inclusion Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate. Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands.
