B2BCollections Team Lead

B2B Collections Team Lead

Location

BGC, Taguig, Philippines

Experience Required

• 5 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 Schedule

• Monday 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 Responsibilities

Operations Management

• Lead 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 Leadership

• Provide 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 & Analysis

• Analyze collections performance reports and identify opportunities for improvement.
• Prepare weekly and monthly performance decks highlighting:
• Key achievements
• Performance metrics
• Areas for improvement
• Corrective action plans
• Provide actionable recommendations to improve operational efficiency and productivity.

Stakeholder & Client Management

• Build 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 & Qualifications

Functional Expertise

• Strong understanding of B2B Collections KPIs, SLAs, reporting tools, and performance management frameworks.
• Hands-on experience in:
• Accounts Receivable
• B2B Collections
• Dispute Management
• Deductions Management
• Credit Management
• Portfolio Management
• Comprehensive 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 Skills

• Experience using accounting ERPs and collections platforms such as:
• HighRadius
• GetPaid
• Oracle Collections
• Other industry-standard collections tools
• Strong Microsoft Excel skills, including:
• Pivot Tables
• VLOOKUP/XLOOKUP
• Data analysis and reporting

Leadership & Behavioral Competencies

• Strong 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 Qualifications

• Experience 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 Made

Grammar & Professional Language

• Corrected grammatical errors, sentence structure, and inconsistent wording.

Clarity

• Simplified repetitive statements and improved readability.

Structure

• Organized duties into Operations, Leadership, Reporting, and Stakeholder Management sections.

Consistency

• Standardized terminology such as Accounts Receivable, Order-to-Cash (O2C), KPIs, and SLAs throughout the document.