Overview of role, purpose, and scope

Deputy General Manager (E5) requires management global markets over a span of 300+ people as part of a large account. The person should be an expert in the Order to Cash space with strong understanding of B2B Collections, Dispute Management & Cash Application

This role requires ability to build strong working relationship with the President, CFO and VP layers of the sub-client. You will be responsible to deliver day-to-day operations for the Order to Cash Functions. He/She will be responsible to manage delivery across combination of B2B Collections, Dispute Management & Cash Application

The role is expected to bring best in class initiatives to drive year over year productivity, automation and suggested systems enhancements ensuring the longevity of the operation, organization optimisation and continuous improvement expectations.

Key components of success will include:

Delivering operational excellence
Delivery of cost initiatives
Achievement of operational targets
Customer satisfaction and retention results
Leadership and employee retention – Employee Satisfaction & Motivation
Strong relationships (internally & externally) with senior leaders. - 360-degree feedback

The role is Manila, Philippines based, with US working hours of EST, CST and PST depending on which sub client you get mapped to

Major Responsibilities

Strategic work force planning in a fast paced, data driven environment requiring ability and willingness to be involved at ground level facts and workings

Operational excellence.
Achievement of monthly Operational Targets
Process Improvement actions to continuously improve.
Input into strategic decisions that affect functional area of responsibility

Work load planning and process re-engineering to define Best in Class levels for each process managed
Process Automation programs – owning the results
Elimination of variance
Lean and Six Sigma analysis of process gaps

Ensure full compliance with all Controls metrics
Internal controls within Customer Administration and Sarbanes Oxley controls (SOX)
Year over year controls improvement e.g. proportion of N rated controls reduces

Customer Satisfaction and Retention planning.
Meeting the retention targets
Delivery of the Loyalty ratios

Client Relationship Management
Effective and efficient resolution of client / customer reported issues
Proactive solution generation to reduce queries
Reactive management to effectively close Customer complaints against SLA's

Background, skills, experience and qualifications

This person ideally has 14+ years or more of progressively responsible leadership experience, managing complex administration operations in a multinational organization
Strategic thinker and planner
Effective in building relationships with constituencies and subordinates.
Excellent written and verbal communication skills
Deep understanding of Customer Administration organisations.
Proficient in causal analysis and utilization
Demonstrated experience in planning operations and management
Demonstrated ability to effectively control a complex operation against existing processes and SLA's
Demonstrated ability to implement Process Improvement framework

Role specific competencies and requirements

Strong knowledge of Order to Cash Lifecyle ie with B2B collections ,dispute management & Cash application experience
Service Operations Expertise – ability to use process models and frameworks available within the company and externally to drive quality of service in service delivery
Results Focus - the drive and determination to achieve objectives, overcoming obstacles to deliver results
People Management – the ability to lead, motivate and inspire others to excel and delivery high standards of performance for the business
Demonstrable Analytical skills
Planning, organizing, executing and controlling skills
Demonstrated ability to deliver results within a controlled and compliant structure
Demonstrated leadership skills, high energy and team motivator
Communication & Influencing - Ability to communicate clearly and effectively with a wide variety of internal and external people, formally and informally, and where necessary to gain their agreement and acceptance

Director / Deputy General Manager