Role Overview
We are looking for a strategic and commercially driven Operations & Collections Leader with strong experience in B2B Collections, transition, and ground-up operations setup.
The ideal candidate is a builder and transformation leader who can establish collections operations from the ground up, lead transitions, build high-performing teams, manage client relationships, and support the growth of the business through solution selling.
Key Responsibilities
1. Operations & Collections Setup
- Lead the end-to-end setup of B2B Collections operations from the ground up, including people, processes, technology, governance, and performance frameworks.
- Develop and implement collections strategies aligned with client requirements and business objectives.
- Establish operational SLA, KPI, productivity, quality, and performance management frameworks.
- Build scalable processes that support operational efficiency, compliance, and customer experience.
- Identify process gaps and drive continuous improvement initiatives.
2. Transition & Transformation
- Lead B2B Collections transitions from initial planning through implementation, go-live, and stabilization.
- Manage transition activities including knowledge transfer, process mapping, staffing, training, documentation, and operational readiness.
- Partner with clients and internal stakeholders to ensure a smooth transition with minimal business disruption.
- Develop transition plans, timelines, governance structures, and risk mitigation strategies.
- Successfully transition operations from implementation to stable Business-as-Usual (BAU).
3. Client Management & Solution Selling
- Act as a senior point of contact for B2B clients and stakeholders.
- Understand client business challenges and translate them into operational solutions.
- Participate in client presentations, solution discussions, RFPs/RFIs, and business development initiatives.
- Support the organization in selling collections and operations solutions to prospective clients.
- Build and maintain long-term client relationships and identify opportunities for account growth.
4. Leadership & Team Building
- Build and lead collections teams from the ground up, including organizational structure, hiring, capability development, and succession planning.
- Develop a strong leadership pipeline and high-performance culture.
- Coach and mentor operations leaders and ensure effective people management.
- Establish clear accountability for operational and financial performance.
5. Performance & Business Management
- Own overall operational performance, including SLA, collections performance, productivity, quality, and client satisfaction.
- Monitor operational and financial metrics and develop action plans to address gaps.
- Drive automation, process improvement, and cost optimization initiatives.
- Provide regular business reviews and strategic recommendations to senior leadership and clients.
Qualifications
- Bachelor's degree in Business, Finance, Operations, or a related field.
- 10+ years of experience in Operations, Collections, BPO, Shared Services, or related industries, with significant leadership experience.
- Proven experience in B2B Collections.
- Demonstrated experience setting up collections operations from the ground up.
- Strong Transition experience, preferably involving new collections account and process implementation.
- Experience building and scaling collections teams and operating models.
- Strong understanding of SLA, KPI, governance, productivity, quality, and collections performance management.
- Proven client-facing and commercial experience, including solution selling, business presentations, RFP/RFI participation, or account growth.
- Strong stakeholder management and communication skills.
- Demonstrated ability to operate strategically while remaining hands-on during implementation and transition.
