Job Description

General Responsibilities / Accountabilities:
• Responsible for the execution of the Collections activities undertaken on behalf of the client across one or more client teams
• Sets forth the new process and team targets that drive collections, customer experience, and value to the client. Has an end to end vision of the overall O2C objectives and synergies between the teams
• Resolve all customer escalations that can be handled within the DoA of the engagement, and drives the resolution of escalation, in collaboration with the client, through conference calls with customers, billing teams, sales teams, and other client and customer contacts. Takes ownership in driving issues to resolution.
• Drives the collect process and implements appropriate strategies and quality improvements where necessary. Maximizes the use of technology to reduce manual effort, and drive proactive collections.
• Looks strategically at business rules, dynamic strategies, and works with reporting an insights teams to develop predictive analysis. Also works with technology teams to ensure a maximized level of automation across all processing and interaction roles.
• Provides mentoring to team as needed and conducts “no stripes” meetings with teams. Creates a strong team collections culture.
• Ensures team cash collection targets are met, reviews critical accounts, and takes ownership in resolving key account issues.
• Initiates the development of engagement specific training material.
• Liaises with legal representatives at appropriate timing
• Establishes and develops relationships with major accounts
• Is able to negotiate with customers on matters regarding their account
• Excellent communicator who can articulate complex concepts with key stakeholders across different levels in a manner that leads to desired outcomes
• Excellent negotiation skills that deliver the desired result

Qualifications

-At least 10 years in Collections/Banking Account in Shared Service Industry

-At least 5 years experience as Operations Manager

-with knowledge in providing training to new members of the team

-Excellent communication skills

-can work onsite, 5 days a week

Skills (competencies)