Director OTC Collection

What you will do

You will oversee a mid-sized function of the financial shared services organization within a business center. Plan and manage daily, weekly, and monthly accounting activities; establishing accounting systems to ensure the accuracy of financial information. You will also lead a team related to the specific financial function

How you will do it?

1. Operations Management

2. Responsible for overseeing collections activities for North America and Canada customers

3. Establish goals & metrics of the process and drive, co-ordinate team to meet and exceed them
4. Accountable to drive results to enhance business performance
5. Resource forecasting basis volume projection and availability of current resources
6. Drive internal audits and propose improvements relevant to Cash and Collection value stream
7. Manage risks and controls; promote a culture of transparency
8. 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

• 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 (BU GM's, CFO's, Sales

leads) in a clear, concise action-oriented manner

• Systems knowledge in ERPs (Baan, Qolsys, Amer, Oracle & SAP)
• 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

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence, or promotion