General Manager

4 weeks ago

Gurugram, India Johnson Controls Full time

At Johnson Controls, we are passionate about making a positive impact on the lives of people all over the world. How do we do this? By working together on holistic solutions for smarter buildings and cities today and tomorrow. By protecting people and the environment. By giving back in the communities we live in. By solving today’s challenges while constantly asking ‘what’s next?’ So, what’s next in your future?

Create your next opportunity and join us as OTC Collections Manager at our Order to Cash department, Gurgaon, India. 

By joining Johnson Controls, you’ll be part of a team that plays an essential role in helping to create a safe, comfortable, and sustainable world. As a globally diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries. Our 130,000 employees work to create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to create smart cities and communities. 

We are committed to helping our customers win and creating greater value for all our stakeholders in everything that we do.

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 andavailability 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

Responsiblefor team performance

Plan team capacity, allocateworkaccordingly and addresspotentialbottlenecks/ backlogsproactively

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

Shouldguide and coach team membersto help themachievetheirshort-term and long-term goals

Ensureallpublishedreports are correct and errorless

Develop a specific management cultureforsharedservicesaimingefficient 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

Ensureadherence to internal and externalguidelines as well as to a standardizedprocesslandscape

Contributeideas and actionstowardsthecontinuousimprovement of processeswithinarea of influence

Initiate and support processimprovementinitiatives and relatedprojects

4. Relationship Management

Respondstakeholders on a timelymanner

Maintain a positivecrossfunctionalrelationshipwithother teams of OTC

Shouldbe a part of theextendedleadership 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

Around 7 years people management experience is preferred

12-13 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

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