Director / Deputy General Manager

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 Applicatio

n
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 Applicati

on
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 expectatio

ns.
Key components of success will incl

1. ude:Delivering operational excell
2. enceDelivery of cost initiat
3. ivesAchievement of operational tar
4. getsCustomer satisfaction and retention res
5. ultsLeadership and employee retention – Employee Satisfaction & Motiva
6. tionStrong relationships (internally & externally) with senior leaders. - 360-degree feed

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

ed to
Major Responsibi

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

• orkings
  Operational exc
• ellence.Achievement of monthly Operational
• TargetsProcess Improvement actions to continuously
• improve.Input into strategic decisions that affect functional area of respon

• sibility
  Work load planning and process re-engineering to define Best in Class levels for each proces
• s managedProcess Automation programs – owning th
• e resultsElimination of
• varianceLean and Six Sigma analysis of pro

• cess gaps
  Ensure full compliance with all Contro
• ls metricsInternal controls within Customer Administration and Sarbanes Oxley cont
• rols (SOX)Year over year controls improvement e.g. proportion of N rated contro

• ls reduces
  Customer Satisfaction and Retentio
• n planning.Meeting the retent
• ion targetsDelivery of the Loy

• alty ratios
  Client Relationshi
• p ManagementEffective and efficient resolution of client / customer rep
• orted issuesProactive solution generation to re
• duce queriesReactive management to effectively close Customer complaints a

gainst SLA's
Background, skills, experience and qu

• alifications This person ideally has 14+ years or more of progressively responsible leadership experience, managing complex administration operations in a multinational
• organizationStrategic thinke
• r and plannerEffective in building relationships with constituencies and
• subordinates.Excellent written and verbal communi
• cation skillsDeep understanding of Customer Administration o
• rganisations.Proficient in causal analysis an
• d utilizationDemonstrated experience in planning operations a
• nd managementDemonstrated ability to effectively control a complex operation against existing proces
• ses and SLA'sDemonstrated ability to implement Process Improvem

ent framework
Role specific competencies and

• requirements Strong knowledge & experience of Order to Cash Lifecyle i.e. with B2B collections ,dispute management & Cash applicat
• ion experienceService Operations Expertise – ability to use process models and frameworks available within the company and externally to drive quality of service in se
• rvice deliveryResults Focus - the drive and determination to achieve objectives, overcoming obstacles to d
• eliver resultsPeople Management – the ability to lead, motivate and inspire others to excel and delivery high standards of performance fo
• r the businessDemonstrable Ana
• lytical skillsPlanning, organizing, executing and cont
• rolling skillsDemonstrated ability to deliver results within a controlled and compl
• iant structureDemonstrated leadership skills, high energy and
• team motivatorCommunication & 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