Senior C2C Collections Process Expert

Job Description

In this role you will manage the contract on a daily basis including operations and finance and complex operational issues and ensure that operations are run according to budget. You will build and develop the team. You will promote teamwork, provide employees with coaching and feedback for a medium size team. You will actively network with other functions and managers. You will interact with Client Leadership and manage the relationship on regional and often global level.

As a Manager you will be expected to:

• Operate at the level of Subject Matter Expert for the client specific application of the client processes
• Analyze and redesign processes within the area of expertise in a specific client business context and drive DGEM alignment within the area of expertise
• Drive performance improvement by applying best in practice standards and innovative process improvement methodologies
• Keep pace with developments and provides strong expertise of trends and technology solutions
• Have a good understanding of the client system architecture, the CG platform blue print and the Automation Drive Suit and articulate advantages & benefits of using the proposed technological solutions in the client context
• Have very good knowledge of technological products and solutions available on the market and awareness of their strengths and weaknesses, especially in the context of Client processes in order to drive more automation within client’s operations
• Have strong understanding of business context for the analyzed data, can draw insights and makes relevant recommendations to drive process improvements
• Construct analysis of information that conveys the salient facts in a clear, unambiguous way to a variety of audiences to drive, decision making and process improvements
• Understand the business, it’s volatilities and the impact on organizational finances and services. Implements and advises on measures to mitigate these.
• Manage effective usage of resources in the service delivery
• Manage delivery utilizing KPI measures
• Proposes improvements to innovate and optimize effectiveness within the delivery, offering commercial benefit and operational efficiency
• Understands the fundamental elements behind business case for initiatives and articulate it in clear way to Client when speaking about transformational activities
• Encourage, support, and enable individuals, exploring new ways to engage them and help identify the greater contributions they can make to the business.
• Sets and communicates vision, goals and objectives in an inspiring and motivational manner and ensures staff have career and development plans and that these are achievable.
• Participate in or leads successful recruiting efforts, evaluating candidates against organization / project needs and position/role demands

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 (Education/Experience/Certification):

• Minimum English at CEFR Grade C1 (Advanced) or equivalent
• Certified in at least 1 DGEM Tech Technology within Tower