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OTC Sr Manager

2 months ago

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Job Description:

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 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
  • 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

  • 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
  • Manage and motivate team members to have a better rate of retention
  • Should guide and coach team members to help them achieve their short-term and long-term goals
  • Ensure all published reports are correct and errorless 
  • Develop a specific management culture for shared services aiming efficient 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

  • Ensure adherence to internal and external guidelines as well as to a standardized process landscape
  • Contribute ideas and actions towards the continuous improvement of processes within area of influence
  • Initiate and support process improvement initiatives and related projects

4. Relationship Management

  • Respond stakeholders on a timely manner
  • Maintain a positive cross functional relationship with other teams of OTC
  • Should be a part of the extended leadership 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
  • Experience in North American process transition would be preferred
  • Around 7 years people management experience is preferred
  • >15 years of experience in Cash & Collection Processes in a Global/MNC environment,
  • Includes managing teams of >50 people over this period
  • 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 (BUGM’s, CFO’s, Sales leads) in a clear, concise action-oriented manner
  • Systems knowledge in ERPs (Baan, Qolsys, Amer, Oracle & SAP) 
  • Proficiency in Collections Tools like Getpaid, Contact Tool, High Radius will be preferred
  • Excellent customer service, business communication (both verbal and written) and follow-up skills with the ability to work in a fast-paced team environment while meeting deadlines