B2BCollections Team Lead

B2B Collections Team LeadLocationBGC, Taguig, PhilippinesExperience Required5 to 7 years of experience in B2B Collections and Accounts Receivable within an Order-to-Cash (O2C) environment.Proven experience in a Team Lead role managing B2B Collections portfolios and driving operational performance.Shift ScheduleMonday to Friday, 5-day work week.Rotational shifts with weekends off.Must be willing to work any shift, including night shifts, based on business and client requirements.Work arrangement will be aligned with TCS policies and client requirements.Key ResponsibilitiesOperations ManagementLead and oversee daily B2B Collections operations, ensuring smooth business-as-usual (BAU) activities.Manage team performance to consistently achieve KPIs, SLAs, and client-defined targets.Monitor and manage Accounts Receivable portfolios to ensure timely collections and cash flow optimization.Review, investigate, and resolve operational issues and escalations.Drive adherence to collection strategies, dispute management processes, and reconciliation procedures.Support and manage outlier agents to improve overall team performance.Team LeadershipProvide coaching, mentoring, and ongoing support to team members.Conduct regular performance reviews and quality evaluations.Deliver constructive feedback and action plans to drive continuous improvement.Facilitate floor support, process training, and knowledge-sharing initiatives.Manage team attendance, shrinkage, absenteeism, and attrition.Reporting & AnalysisAnalyze collections performance reports and identify opportunities for improvement.Prepare weekly and monthly performance decks highlighting:Key achievementsPerformance metricsAreas for improvementCorrective action plansProvide actionable recommendations to improve operational efficiency and productivity.Stakeholder & Client ManagementBuild and maintain effective relationships with internal and external stakeholders.Ensure client expectations are met through high-quality service delivery.Proactively communicate process exceptions, operational risks, deviations, and bottlenecks to management and relevant stakeholders.Execute client-assigned Collections Lead responsibilities as part of delivery and production management.Required Skills & QualificationsFunctional ExpertiseStrong understanding of B2B Collections KPIs, SLAs, reporting tools, and performance management frameworks.Hands-on experience in:Accounts ReceivableB2B CollectionsDispute ManagementDeductions ManagementCredit ManagementPortfolio ManagementComprehensive knowledge of the end-to-end Order-to-Cash (O2C) cycle.Strong understanding of collection strategies and effective reconciliation processes.Familiarity with dialer operations and collections workflows.Experience managing collections operations within a contact center environment.Working knowledge of quality tools and methodologies.Technical SkillsExperience using accounting ERPs and collections platforms such as:HighRadiusGetPaidOracle CollectionsOther industry-standard collections toolsStrong Microsoft Excel skills, including:Pivot TablesVLOOKUP/XLOOKUPData analysis and reportingLeadership & Behavioral CompetenciesStrong people management and leadership skills.Excellent analytical and problem-solving capabilities.Strong client management and stakeholder engagement skills.Ability to drive SLA compliance and operational excellence.Excellent verbal and written communication skills, with experience supporting North America (NA) customers.Strong interpersonal skills and ability to work in a target-driven environment.Preferred QualificationsExperience leading large B2B Collections teams and portfolios.Demonstrated success in process improvement and efficiency initiatives.Strong understanding of collections operations metrics and performance management.Ability to deliver results in a fast-paced, client-centric environment.Improvements MadeGrammar & Professional LanguageCorrected grammatical errors, sentence structure, and inconsistent wording.ClaritySimplified repetitive statements and improved readability.StructureOrganized duties into Operations, Leadership, Reporting, and Stakeholder Management sections.ConsistencyStandardized terminology such as Accounts Receivable, Order-to-Cash (O2C), KPIs, and SLAs throughout the document.