The company is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology.
The role:
As a member of the team, you will participate in meeting service levels, key measurement targets of the team, delivers a high quality and cost-effective service and oversees the process (or part of process) and customer service decisions according to the company’s methodologies, desk-top procedures and policies. You can take leadership to ensure the delivery of a customer focused service with highly proficient process knowledge, the ability to design, innovate and continually strive to improve the process and services delivered to the client.
As a Collections Process Lead you will be expected to:
● Have deep knowledge of the process, policies and desk top procedures within their engagement.
● Be aware of the client specific adjustments and deviations from the generic GPM process design.
● Apply process improvement methodologies (e.g. Lean Six Sigma) to the area of expertise for the continuous improvement purposes.
● Has good understanding of process taxonomy and process approach from an end-to-end perspective (e.g. good DGEM knowledge)
● Drive Value back to client utilizing their process expertise.
● Keep abreast of technology technological developments, their strengths and weaknesses and suggest technology related improvements within the given area of expertise.
● Understand the client system architecture and how it relates to the CG Platforms and offerings including the Automation Drive Suit and DGEM Tech.
● Have very good knowledge of CG and other Platform approaches, the Automation Drive Suit and DGEM Tech – building certifications in DGEM Tech technologies.
● Be familiar with standard analysis tools/techniques.
● Look for and gather key data and conducts a structured analysis.
● Be aware of the business context for the analyzed data and can draw insights and makes relevant recommendations with coaching.
● Understand the cost drivers of the services and supports effective usage of them in the service delivery.
● Understand KPI measures and their impact on profitability.
● Identifies and escalates out-of-scope requests.
● Displays ability to proposes improvements to optimize and increase efficiency and effectiveness within the delivery.
General Responsibilities / Accountabilities:
● Responsible for the day to day management of the client’s Accounts Receivable portfolio.
● Ensures the delivery of a high quality, customer focused service on a daily basis to the client in accordance with agreed Service Level Agreements.
● Ensure quick resolution by the Credit Control Team of issues and escalated items.
● Manage a complex AR portfolio, negotiates and implements payment solutions with clients.
● Responsible for achieving cash collection and ageing targets.
● Applies fundamental collection techniques and adjusts collection strategies to the requirement of the portfolio.
● Regularly assess all credit management controls and procedures for change and improvement.
● Develop strategies and solutions for problematic customers.
● Develop strategies and solutions to overcome credit management and credit control challenges.
● Is able to develop customer complex account reconciliations.
● Ensure cash collection targets are met.
● Confident communicator who is able to articulate complex concepts in a manner that leads to desired outcomes.
● Good communicator who can articulate complex concepts with key stakeholders across different levels in a manner that leads to desired outcomes.
● Good negotiation skills.
Qualifications:
● 2 – 3 years of experience with leadership skills.
● Minimum English at CEFR Grade B1 (intermediate) or equivalent.
Benefits:
● Family health plan.
● Birthday day off.
● Continuous training through content platforms.
And more!
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