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Senior C2C Collections Process Expert

Job Description

Team Lead / Operations Supervisor

We are seeking an experienced and customer-focused Team Lead / Operations Supervisor to join our team. In this role, you will be responsible for ensuring the delivery of high-quality services, achieving operational targets, leading a small to medium-sized team, and fostering continuous improvement while maintaining strong relationships with clients and key stakeholders.

Key Responsibilities

  • Ensure compliance with Service Level Agreements (SLAs), quality standards, and operational performance metrics.
  • Deliver a high-quality customer-focused service and drive continuous process improvements.
  • Lead, coach, and develop a small to medium-sized team to achieve performance and business objectives.
  • Provide regular feedback, performance guidance, and development opportunities to team members.
  • Monitor team productivity, quality, and adherence to established processes and procedures.
  • Build collaborative relationships with internal departments and cross-functional teams.
  • Act as a key point of contact for client stakeholders, managing relationships at the local and, where applicable, regional level.
  • Support issue resolution, escalation management, and implementation of process improvements.
  • Analyze operational performance and identify opportunities to increase efficiency and service excellence.
  • Promote a positive team culture centered on accountability, collaboration, and continuous learning.

Qualifications

  • Bachelor's degree in Business Administration, Operations Management, Finance, Human Resources, or a related field preferred.
  • 3+ years of experience in operations, shared services, customer service, or business process management.
  • Previous experience leading or supervising teams is required.
  • Strong understanding of service delivery, operational excellence, and performance management.
  • Experience managing SLAs, KPIs, and quality metrics.
  • Excellent English communication skills, both written and verbal.
  • Strong stakeholder management and client-facing experience.
  • Proficiency in Microsoft Office applications; experience with ERP, CRM, or workflow management systems is a plus.
  • Strong analytical, problem-solving, and decision-making skills.

What We're Looking For

  • Proven leadership and coaching abilities.
  • Strong customer and client relationship management skills.
  • Ability to motivate, develop, and engage team members.
  • Continuous improvement mindset with a focus on operational excellence.
  • Excellent organizational and time management skills.
  • Strong communication and influencing skills across all levels of the organization.
  • Ability to manage multiple priorities and perform effectively in a fast-paced environment.

Join our team and play a key role in driving service excellence, developing talent, and building strong client partnerships while delivering measurable business results.

As a Team Manager you will be expected to:

  • Operate at the level of Subject Matter Expert / Controller 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
  • Drives process improvement through technology related tools within the given area of expertise  
  • Apply complex analytical models and problem-solving techniques and methodologies to the specific context
  • Be aware of the business context for the analyzed data, can draw insights and makes relevant recommendations to deliver valuable outcomes to the client
  • 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
  • Proposes improvements to innovate and optimize effectiveness within the delivery, offering commercial benefit and operational efficiency
  • Provide encouragement, feedback and coaching to team members to improve their performance
  • Set objectives to develop individual in line with assignment, service line targets and personal development needs
  • Delegate to others as required to achieve business goals 
  • Defines the need for new resources within a business context

General Responsibilities / Accountabilities:

  • Responsible for the execution of the Collections activities undertaken on behalf of the client.
  • Manages the Collections Department of an Engagement
  • 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.
  • Develops adequate customer segmentation strategies applying in depth analysis of the client portfolio. Explain the strategy to clients and staff. Monitors the implementation of the strategy
  • Provides mentoring to team
  • Ensures team cash collection targets are met
  • Develop strategies and solutions for problematic customers
  • 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 B2 (Upper intermediate) or equivalent
  • Certified in at least 1 DGEM Tech Technology within Tower
Código de referencia:  539106
Fecha:  7 oct 2026
Nivel de experiencia:  Profesionales con experiencia
Tipo de contrato:  Permanente
Localización: 

Guatemala City, GT

Brand:  Capgemini
Comunidad Profesional:  Finance

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