Key Responsibilities:
▪Lead day-to-day B2B collections operations and manage team performance against KPIs and SLAs.
▪Drive portfolio reviews, aging reduction, and collection effectiveness initiatives.
▪Monitor workflow and ensure timely completion of collection activities and customer follow-ups.
▪Conduct coaching, knowledge-sharing sessions, refresher training, and performance reviews.
▪Mentor team members and support capability development.
▪Handle customer escalations and coordinate with Billing, Disputes, Sales, and Cash Application teams for issue resolution.
▪Perform root-cause analysis and identify opportunities for process improvement and productivity enhancement.
▪Support governance reviews, reporting, and stakeholder management activities.
▪Ensure adherence to operational controls, quality standards, SOPs, and process documentation.
▪Drive continuous improvement initiatives to improve collections performance and operational efficiency.