Role, Purpose & Scope
- Manages personnel and resources for the Collections COE operation to complete collection and credit activities; serving Xerox customers and internal partners with collection related activities.
- Responsible for the management of the Collections Region(s)
Qualifications
Primary Skillset Needs
- Strong time management skills
- Ability to coach and provide growth plans to team members
- Capacity to balance customer needs and internal requirements
- Good communication skills
- Problem solving mindset
- English 100% required, written and conversation
- MS Office Skills required
- Strong conflict resolution skills
- Required bachelor's degree (Graduate in Business Administration, Accounting, Engineering or similar)
- Required managerial experience
- Leadership Collections experience from BPO company is required
Major Responsibilities.
- Manage operation to ensure delivery of established service levels. Develop mitigation plans as necessary to offset risks to goals and commitments.
- Manage headcount and overtime in conjunction with the Project Leader
- Interface with HCL and Xerox partners to facilitate timeliness and accuracy of billing or to solve potential customer elevations
- Improve operational processes and policies in support of improved billing. Specifically, provides support in management of resources, business process and organizational planning.
- Manage and improve the utilization of support services (HR, IT and Analytics), to develop business strategies to improve performance and maintain positive morale.
- Communicate complex concepts, performance, and issues to Leadership.
Play a significant role in long-term planning, including an initiative geared toward operational excellence
Background, Skills, Experience and Qualifications
Qualifications
- At least 8 years management experience in Financial Management or Customer Service
- Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs and performs one's job with the broader goals in mind.
- Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
- Ability to visualize, articulate, conceptualize or solve both complex and uncomplicated problems by making decisions that are sensible given the available information.
- Strong background and work experience in Finance or Customer Service
- Excellent communication skills, both verbal and written, including communications and presentations to various levels of the organization from Associates to Executive staff
- Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
- Excellent interpersonal skills and a collaborative management style.
- A demonstrated commitment to high professional ethical standards and a diverse workplace
- Excels at operating in a fast pace, community environment
- Excellent people manager and open to direction and collaborative work style
- Demonstrated experience in managing and understanding complex processes and performance measures
- Ability to challenge and debate issues of importance to the organization.
- Ability to look at situations from several points of view
- Persuasive with details and facts
- Delegate responsibilities effectively
- High comfort level working in a diverse environment
- Developing and using collaborative relationships to facilitate the accomplishment of work goals.
