Director OTC Collection

Director OTC Collection - GP

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 LevelExecutive Level

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