Collections Operations Manager (B2B AR)

Role, Purpose & ScopeManages personnel and resources for the Collections COE operation to complete collection and credit activities; serving customers and internal partners with collection related activities.Responsible for the management of the Collections Region(s)QualificationsPrimary Skillset NeedsStrong time management skillsAbility to coach and provide growth plans to team membersCapacity to balance customer needs and internal requirementsGood communication skillsProblem solving mindsetEnglish 100% required, written and conversationMS Office Skills requiredStrong conflict resolution skillsRequired bachelor’s degree (Graduate in Business Administration, Accounting, Engineering or similar)Required managerial experienceLeadership Collections experience from BPO company is requiredMajor Responsibilities. Manage operation to ensure delivery of established service levels. Develop mitigation plans as necessary to offset risks to goals and commitments.Manage headcount and overtime in conjunction with the Project LeaderInterface with HCL and Xerox partners to facilitate timeliness and accuracy of billing or to solve potential customer elevationsImprove operational processes and policies in support of improved billing. Specifically, provides support in management of resources, business process and organizational planning.Manage and improve the utilization of support services (HR, IT and Analytics), to develop business strategies to improve performance and maintain positive morale.Communicate complex concepts, performance, and issues to Leadership.Play a significant role in long-term planning, including an initiative geared toward operational excellenceBackground, Skills, Experience and QualificationsQualificationsAt least 8 years’ management experience in Financial Management or Customer ServiceDemonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs and performs one’s job with the broader goals in mind.Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.Ability to visualize, articulate, conceptualize or solve both complex and uncomplicated problems by making decisions that are sensible given the available information.Strong background and work experience in Finance or Customer ServiceExcellent communication skills, both verbal and written, including communications and presentations to various levels of the organization from Associates to Executive staffDemonstrated leadership and vision in managing staff groups and major projects or initiatives.Excellent interpersonal skills and a collaborative management style.A demonstrated commitment to high professional ethical standards and a diverse workplaceExcels at operating in a fast pace, community environmentExcellent people manager and open to direction and collaborative work styleDemonstrated experience in managing and understanding complex processes and performance measuresAbility to challenge and debate issues of importance to the organization.Ability to look at situations from several points of viewPersuasive with details and factsDelegate responsibilities effectivelyHigh comfort level working in a diverse environmentDeveloping and using collaborative relationships to facilitate the accomplishment of work goals.