Manager, Collections

Logistics done differently.

Collections Manager (O2C)

Division/Organization:

Location:

Reports to:

Office Timings

6:30 PM 3:30 AM

Position Overview:

As the Collections Manager, you will lead and manage the Collections function, including Dunning and Collection, Dispute Management, and Credit Management. You'll oversee a team of professionals, ensuring delivery against KPIs and SLAs while maintaining a strong internal control framework. As part of the leadership team, you'll help elevate service delivery standards and drive the sustainable growth of our Shared Services Centre.

Pay, benefits and more.

We offer a competitive compensation package along with extensive benefitsincluding medical, OPD, term and accidental insurance. More than that, you'll join a dynamic, growing team where your leadership drives meaningful impact.

What you'll do on a typical day:

• Lead the Collections tower and drive performance through strategic direction and daily operational oversight.
• Ensure compliance with credit exposure limits, drive outbound call effectiveness, and maintain consistent touchpoints across accounts.
• Build collaborative relationships with internal teams (Sales, Disputes, Operations) and key customers.
• Manage end-to-end people responsibilities: assign tasks, appraise performance, coach, reward, and discipline where needed.
• Cultivate a high-performance culture and foster continuous team development.
• Ensure delivery excellence against agreed KPIs/SLAs within a robust internal control framework.
• Monitor and reduce past-due percentages, improve cash collections, and minimize bad debt risks.
• Ensure timely documentation of customer interactions in the collections tool.
• Build deep customer insight through analysis of outstanding balances, payment patterns, and cash flows.
• Track and manage SLAs, support service reporting, and facilitate service transitions when necessary.
• Proactively resolve issues flagged by the Business Account Manager.
• Promote a culture of continuous improvement, applying Lean principles to enhance O2C efficiency.
• Collaborate cross-functionally to ensure aligned service delivery.
• Own customer relationship management, including issue resolution and root cause analysis.
• Act as the escalation point for critical issues across the collections process.
• Champion innovation to drive value and challenge the status quo.
  

What you need to succeed at XPO:

Basic Qualifications:

• Bachelor's degree in Commerce from a recognized university.
• Basic accounting knowledge with Six Sigma, LEAN, or similar quality management certification.
  

Experience:

• 15+ years of experience, with a strong background in Collections within logistics, shipping, or transport industries (mandatory).
• At least 10 years managing client-service functions in a shared services environment.
• Deep understanding of end-to-end O2C processes and best practices.
• Strong financial, operational, and stakeholder management capabilities.
• Proven experience in managing large teams and leading complex projects.
• Familiarity with budgeting, recruiting, coaching, and employee development.
  

Skills & Attributes:

• Strategic thinker with a balanced short- and long-term view.
• High motivation and strong growth mindset, both personally and for team development.
• Entrepreneurial approach and ability to thrive in a start-up or evolving service center environment.
• Excellent communication and stakeholder engagement skills across all levels.