Senior Manager Collection

Sr. Manager Collection - BSNA 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 • 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 (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 Experience LevelSenior Level