Senior General Manager

Senior General Manager - OTC Collection Who we are? Johnson Controls is the global leader for smart, healthy and sustainable buildings. At Johnson Controls, we've been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world's largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. We're helping to create a healthy planet with solutions that decrease energy use, reduce waste and make carbon neutrality a reality. Sustainability is a top priority for our company. We committed to invest 75 percent of new product development R&D in climate-related innovation to develop sustainable products and services. We take sustainability seriously. Achieving net zero carbon emissions before 2040 is just one of our commitments to making the world a better place. Please visit and follow Johnson Controls LinkedIn for recent exciting activities. Why JCI: Asia-Pacific LinkedIn: Career: The Power Behind Your Mission 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 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 ManagementResponsible 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 ImprovementsEnsure 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 ManagementRespond 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 forMinimum: 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 Flexible working in any shifts as per the business requirement Around 7 years people management experience is preferred 13-15 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 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 What we offer: We offer an exciting and challenging position. Joining us you will become part of a leading global multi-industrial corporation defined by its stimulating work environment and job satisfaction. In addition, we offer outstanding career development opportunities which will stretch your abilities and channel your talents Diversity & Inclusion Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers' vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate. Our D&I mission elevates each employee's responsibility to contribute to our culture. It's through these contributions that we'll drive the mindsets and behaviors we need to power our customers' missions. You have the power. You have the voice. You have the culture in your hands Experience LevelSenior Level