Lead, Collections

On a typical day at XPO India Shared Services, you will lead and drive the collections processes and performance, working alongside team members to continuously enhance processes and improve performance metrics. You will be responsible for performing portfolio reviews of assigned collectors, providing timely feedback, and driving results. Additionally, you will support internal project initiatives and act as a backup for team activities during absences. Building strong working relationships with internal and external stakeholders and customers will be a key aspect of your role. Your responsibilities will also include building, generating, and maintaining data reports and process documents, guiding/mentoring team members to achieve agreed efficiency and quality levels, and following up with various departments to obtain supporting documents/information for dispute/deductions resolution. Resolving customer issues and complaints concerning billing disputes will be part of your daily tasks, along with acting as the subject matter expert of the process and being accountable for training and mentoring new joiners. You will be expected to provide regular and ad-hoc reporting as per management requirements, analyze and provide solutions for complex stuck accounts, and support the Senior Manager in driving the performance of the team to deliver results effectively. To succeed at XPO, you must have the ability to work flexible hours (6:30 PM to 3:30 AM IST) and hold a Bachelor's degree in Accounting, Finance, or Commerce. A minimum of 10 years of related experience within Order to Cash (OTC) primarily in Collections is required, along with people management experience and exposure to working with North American stakeholders. Strong communication skills, both verbal and written, are essential, along with proficiency in Windows applications and the ability to create complex formulas in MS Excel and queries in company software applications. A thorough knowledge of internal company software applications applicable to the position/business unit such as HRC, Oracle, ITSM-ServiceNow, Looker, etc., is necessary. You should be capable of calculating figures and amounts such as discounts, interest, commissions, proportions, and percentages, and be able to perform duties independently. Join XPO and be part of something big.,