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 organizations.
- 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 SLAs.
- Demonstrated ability to implement process improvement frameworks.
Role-Specific Competencies and Requirements
- Strong knowledge of and experience with the Order-to-Cash lifecycle, including:
- B2B Collections
- Dispute Management
- Cash Application
- Service Operations expertise, with the ability to use process models and frameworks available within the company and externally to drive quality of service delivery.
- Results focus, with the drive and determination to achieve objectives, overcome obstacles, and deliver results.
- People management, with the ability to lead, motivate, and inspire others to excel and deliver high standards of performance for the business.
- Demonstrable analytical skills.
- Strong planning, organizing, executing, and controlling skills.
- Demonstrated ability to deliver results within a controlled and compliant structure.
- Demonstrated leadership skills, high energy, and the ability to motivate teams.
- Communication and influencing skills, with the ability to communicate clearly and effectively with a wide variety of internal and external stakeholders, formally and informally, and where necessary gain their agreement and acceptance.
Location
- The role is Manila, Philippines-based, with US working hours of EST, CST, and PST, depending on which sub-client you are mapped to.
Overview of Role, Purpose, and Scope
- Deputy General Manager (E5) requires management of 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 a strong understanding of:
- B2B Collections
- Dispute Management
- Cash Application
- This role requires the ability to build strong working relationships with the President, CFO, and VP layers of the sub-client.
- You will be responsible for delivering day-to-day operations for the Order-to-Cash functions.
- He/She will be responsible for managing delivery across a 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, organizational optimization, and continuous improvement expectations.
Major Responsibilities
- Strategic workforce planning in a fast-paced, data-driven environment, requiring the ability and willingness to be involved at the ground level with facts and operations.
- Operational excellence.
- Achievement of monthly operational targets.
- Process improvement actions to continuously improve operations.
- Input into strategic decisions that affect the functional area of responsibility.
- Workload 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 control metrics.
- Manage internal controls within Customer Administration and Sarbanes-Oxley (SOX) controls.
- Drive year-over-year controls improvement (e.g., reducing the proportion of N-rated controls).
- Customer satisfaction and retention planning.
- Meeting retention targets.
- Delivery of 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 SLAs.
