General Manager
4 weeks ago
At Johnson Controls, we are passionate about making a positive impact on the lives of people all over the world. How do we do this? By working together on holistic solutions for smarter buildings and cities today and tomorrow. By protecting people and the environment. By giving back in the communities we live in. By solving today’s challenges while constantly asking ‘what’s next?’ So, what’s next in your future?
Create your next opportunity and join us as OTC Collections Manager at our Order to Cash department, Gurgaon, India.
By joining Johnson Controls, you’ll be part of a team that plays an essential role in helping to create a safe, comfortable, and sustainable world. As a globally diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries. Our 130,000 employees work to create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to create smart cities and communities.
We are committed to helping our customers win and creating greater value for all our stakeholders in everything that we do.
How you will do it?
1. Operations Management
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 andavailability 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
Establish contacts/relationship with key stakeholders and have regular connect to resolve complex operational issues
Support continuous improvement, including processes, systems, targeted to improve cash & collection efficiencies
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 cash calls on regular intervals towards closure of all open issues
Drive past due reduction and reduce DSO to help business meet their goals
Be proactive and encourage innovate ideas to improve service deliverables, based on improved performance/efficiency and with an understanding of risk
2. People Management
Responsiblefor team performance
Plan team capacity, allocateworkaccordingly and addresspotentialbottlenecks/ backlogsproactively
Develop, and train team members to ensure a positive, open, and flexible work environment
Manage and motivate team members to have a better rate of retention
Shouldguide and coach team membersto help themachievetheirshort-term and long-term goals
Ensureallpublishedreports are correct and errorless
Develop a specific management cultureforsharedservicesaimingefficient service delivery
Conduct regular team meetings, share cash and collection goals, and provide feedback on teams’ performance.
Initiate 1x1 and performance appraisal discussions with team and share a constructive feedback
3. End-to-End Process Improvements
Ensureadherence to internal and externalguidelines as well as to a standardizedprocesslandscape
Contributeideas and actionstowardsthecontinuousimprovement of processeswithinarea of influence
Initiate and support processimprovementinitiatives and relatedprojects
4. Relationship Management
Respondstakeholders on a timelymanner
Maintain a positivecrossfunctionalrelationshipwithother teams of OTC
Shouldbe a part of theextendedleadership team of PBU CFO
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
Should have an experience in Call Centre model working on both Inbound and Outbound
Working in US working hours (night shift) is a mandatory requirement
Around 7 years people management experience is preferred
12-13 years of experience in Cash & Collection Processes in a Global/MNC environment, Includes managing teams of > 30 people over this period
Experience in North American process transition would be preferred
Proven experience in running collection cycles, credit processes, use of Collection tools (e.g., Get Paid ) and establishing metrics to ensure process adherence.
Ability to perform root cause analysis; create and implement tangible actions to address key process and/or operational opportunities
Strong Business Process documentation skills
Project and Process Programs (Transformation and/or Continuous Improvement) is a desired skill
Demonstrate leadership, interpersonal and collaboration skills to effectively supervise, mentor and influence team
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
Systems knowledge in ERPs ( Baan, Qolsys, Amer, Oracle & SAP ) will be preferred
Proficiency in Collections Tools like Getpaid, Contact Tool, High Radius is required
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