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Manager - Customer Services & Collections

Manager - Customer Services & Collections

Salesforce

5 - 10 years

0 Lacs

hyderabad telangana

Posted:2 days ago| Platform: Shine logo

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Skills Required

customer service people management leadership stakeholder management process improvement sap collections operations crossfunctional collaboration analytical thinking salesforcecom

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As the Manager, Customer Services & Collections at Salesforce, you will be leading two operational teams - Customer Service (Asia timezone coverage) and Small-Dollar Collections (International region). Your role will involve driving operational excellence, enhancing customer experience, and optimizing cash performance through effective people leadership, process improvement, and cross-functional collaboration. Your deep understanding of billing and collections operations, combined with strong leadership skills, will be essential in delivering results across global time zones. Key Responsibilities: - Leadership & Team Management - Lead, coach, and develop the Customer Service and Collections Team Leads and their respective teams to achieve operational and financial goals. - Drive accountability through regular performance reviews, goal setting, and ongoing coaching. - Foster a culture of collaboration, inclusion, and continuous improvement across both functions. - Ensure adequate resourcing, coverage planning, and workload balance across Asia and International portfolios. - Operational Management - Ensure adherence to global policies, controls, and compliance standards (including SOX, data privacy, and local regulatory requirements). - Monitor KPIs and SLAs across service quality, response time, DSO, and cash collection metrics - taking corrective actions when needed. - Identify and implement process improvements, automation opportunities, and best practices to improve efficiency and customer satisfaction. - Act as an escalation point for complex or high-impact customer issues requiring senior intervention. - Cross-Functional Collaboration - Partner closely with global and regional stakeholders - including Sales, Sales Operations, Credit, Legal, and Finance - to resolve issues, enhance customer experience, and streamline workflows. - Collaborate with global functional leaders to align on process standardization and system enhancements. - Represent the function in cross-regional initiatives and internal business reviews. - Reporting & Analytics - Analyze operational performance trends and communicate insights to senior leadership. - Prepare management dashboards and monthly reviews highlighting achievements, risks, and action plans. - Support forecasting and planning for headcount, cost, and performance metrics. Qualifications: - 10 years of experience in Customer Service, Order-to-Cash, or Collections operations, with at least above 5 years in a people management role. - Exceptional leadership, communication, and stakeholder management skills across cultures and time zones. - Analytical thinker with a proven track record of improving processes and delivering measurable results. - Experience with Salesforce.com, SAP, or similar CRM/ERP systems preferred. Unleash Your Potential: When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future but to redefine what's possible for yourself, for AI, and the world.,

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Manager - Customer Services & Collections