As a Global Collections Manager, you will be responsible for planning and managing the day-to-day collections operations of all the regions. You are accountable for setting the cash collection, reserve, collections rate and efficiency targets, meeting the defined service level agreements, supporting, and maintaining the relationships with both internal and external clients. Collaborate with key stakeholders to continuously improve the collections process to increase free cash flow and reduce aged debts. Design and apply strategic goals to optimize operations and for teams to work efficiently and effectively.
KEY RESPONSIBILITIES
Clients
• Safeguard the long-standing goodwill relationship with the Business, Finance teams and external WTW clients. Fostering a “customer-first” culture by delivering the best-in-class service to all clientele.
• Collaborate and coordinate with internal (e.g., Controllers, Finance Managers) and external (Segment and LOB Leaders) to improve the ways of working between teams to meet and exceed client demands.
• Serve as the escalation point of contact to effectively negotiate payment and solutions and resolve client concerns, issues, and complaints.
• Support and be a valuable partner of onshore, GFS, Business and Finance teams to resolve issues, address escalations timely and promote continuous process improvement initiatives.
• Ensure strict compliance to the process, policies, and guidelines to maintain the trust and confidence of every stakeholder.
Excellence
• Foster innovation and formulate effective strategies to maximize operational efficiencies to increase team output. Lead transformational initiatives that will simplify operations, standardize the process, and enhance the tools/system.
• Develop new approaches to improve BAU state, optimize business operations, minimize risks, and promote valued client experience.
• Successfully manage most non-routine issues and work together with the senior management to completely resolve and avoid recurring issues.
• Ensure all work is performed in accordance with KPI targets and Service Level Agreement objectives are realized.
• Overall accountability on the improvement of free cash flow and reduction of aged debts monthly and annually.
Financial
• Deliver the expected outcomes and desired results to increase free cash flow, reduce aged debts, improve collections rate and efficiencies, other key performance indicator and Service Level Agreement.
• Strategize and establish leading metrics to drive better results and consistently improve collections performance to support revenue growth.
• Forecast revenue and set monthly and annual targets that will help sustain short- and long-term goals of WTW through a healthy free cash flow.
• Effectively manage the global Accounts Receivable, understand the drivers of non-payment or delays and resolve with targeted action plans. Oversee bad debt write offs.
• Manage expenses by minimizing or operating within the approved budget. Identify opportunities to optimize operational and process efficiencies, training needs and implement to drive cost savings.
People
• Establish and manage a highly performing, motivated and engaging team focused on achieving the set goals and delivering quality service to clients.
• Define performance goals and measurements that will deliver the desired results. Clearly communicate and properly set expectations through regular coaching sessions, team meetings and business reviews.
• Interface with other GFS teams to ensure compliance with cross-team responsibilities (Project Maintenance, Billing and Cash Application teams).
• Coach, develop and retain team members through effective management practices. Identify learning opportunities and craft training or development plan to support their growth.
• Conduct yearly performance review of team members, make salary recommendations, and provide feedback.
• Maintain effective and open lines of communication at all levels within the organization.
• Execute upskilling programs and trainings to promote team’s continuous development and support the business continuity plan.
• Create business case, recruit, interview, and hire required and qualified Collections team resources.
Requirements:
• Bachelor’s degree in accounting, Finance, or any related field.
• 15+ years’ experience working in the collections industry and understanding of accounting processes, with at least 10 years on a managerial role.
• Articulate and competent communication skills. Strong fluency in written and spoken English.
• Experience in operations management to improve performance and processes to build a culture of excellence within the organization.
• Ability to handle difficult conversations. Assertive and able to steer discussions towards mutually favourable resolution.
• Experience in working with various stakeholders and maintaining client relationships.
• Experience in managing service level agreements or key performance indicators.
• Demonstrate high degree of interpersonal, coaching facilitation and negotiation skills.
• Experience in leading a global team to drive the desired results, develop skills and competencies and boost morale.
• Ability to interpret and analyse financial data and use this analysis to identify the root cause and/or devise the appropriate action plan.
• Ability to make fairly, balanced business decisions.
• Ability to work well under pressure and meet deadlines.
• Proficiency in MS Excel, Word, Access, and PowerPoint.
• Work set up and schedule flexibility.
SOFT SKILLS
Gravitas – Display strong, positive, and impressive attitude when interacting with internal/external clients.
Tenacity – Ability to handle difficult conversations. Assertive and able to steer discussions towards mutually favorable resolution.
Tact – Effectively negotiates payment and solutions when addressing client concerns, issues, and complaints.
Keen to Detail – Thoroughly reviews reports and client’s ledger and use their analysis to identify the root cause and/or devise the appropriate action plan.
Relationship Management – Safeguard the long-standing goodwill relationship with internal/external clients.