Role Summary
Lead Manila-based OTC operations for HCLTech DPO, with primary focus on B2B collections, AR aging, dispute resolution, cash acceleration, service delivery governance, and management of approximately 300 associates.
Key Responsibilities
- Own end-to-end B2B collections delivery, including AR aging reduction, cash collection performance, dispute follow-up, and portfolio governance.
- Leverage strong OTC expertise and collaborate closely with Billing and Cash Application teams to resolve process, invoice, payment, and allocation-related issues.
- Partner with Sales teams and the client OTC organization to strengthen escalation management, clarify ownership, and drive timely resolution of customer issues.
- Drive collections strategy through structured follow-up cadence, promise-to-pay management, root cause analysis, and prioritization of high-risk accounts.
- Manage operational governance across SLAs, KPIs, dashboards, business reviews, escalations, risk management, and continuous improvement initiatives.
- Lead, coach, and develop Manila collections teams while ensuring process compliance, performance management, operational discipline, and workforce stability.
Qualifications & Experience
- Bachelor's degree in Commerce, Finance, Business Administration, or a related field; MBA or professional finance certification preferred.
- 18+ years of experience in Finance & Accounting (F&A) and OTC operations, with strong expertise in B2B collections within BPO, Shared Services, GBS, or Managed Services environments.
- Strong knowledge of AR aging, dunning, dispute management, promise-to-pay processes, billing issue resolution, cash application coordination, and collections governance.
- Proven experience managing large collections organizations, preferably with a span of approximately 300 associates, while partnering with global clients, Sales teams, and OTC stakeholders.
- Experience with ERP and collections platforms such as SAP, Oracle, JDE, HighRadius, GetPaid, or similar tools is preferred.
