Operations Manager

Preferred Experience Range Minimum 10+ years in Managing Collection Contact Centre

specifically experienced in working within the Order to cash

Environment

Has performed Delivery Manager role in Contact Centre in B2B

Collections Operations with minimum of 2 yrs as an operations

Manager in that role.

Should have managed at least a span of 50 to 75 Associates in a

Collection Contact Centre

Experienced in managing large corporations Collection Portfolios in

preferably in Manufacturing, Retail and Utilities and Infrastructure

Domain

Location Pampanga – Philippines

Shift Timings Mon to Sun, 24x7 – 5 Days working (or as per the applicable TCS

policy)

Rotational Shifts and Week offs. Should be open to work on any shifts

(Night Shifts) as per business and client requirements. Work as per

TCS working policy.

100% WORK FROM OFFICE ONLY

Domain and Primary Requirement Drive and Lead team for a B2B Collections delivery in a Contact Centre

Understanding of all B2B Collections KPIs & SLAs performance reports and tools and should

be able to implement the same.

Should have experience in Collections, Disputes, deductions and Credit Management

Exposure; knowledge; understanding of dialer operations.

Should have complete knowledge of O2C Cycle

Ensures Company achieves DSO targets through effective Collection strategy, Dispute

management and effective reconciliation process

Effectively deliver/manage Staff Management including recruitment, mentoring, training,

target setting and performance delivery.

Excellent Customer Interaction skills and exposure to working with multiple client teams

Drive internal account payable team, customer`s business team and end customers to

resolve outstanding issues impacting payment releases

Make recommendations for Service Improvement Plans and ensure actions are followed

through to completion in a timely manner

Work with internal and third party teams to ensure actions are taken and completed to

protect and improve performance and delivery.

Monitor, control and support service delivery; ensuring systems, methodologies and

procedures are in place and followed.

Be accountable for the quality of Collections performance; ensuring future demand from

growth and projects is understood and factored into capacity plans for all associated

systems

As owner of the escalation process the Service Delivery Manager will take ownership of

major incidents to ensuring coordination of resolving parties, effective communication to

stakeholders and post incident review

Special Should have experience in working on accounting ERP`s and different collection tools like

High Radius, Get Paid, Oracle Collections etc

Service Management or Support in a large-scale and diverse environment

Excellent leadership and people management skills

Excellent written and verbal communication skills

Proficiency in Microsoft Excel and Collections operations tool

Excellent customer facing/ Collections and Customer service skills

Strong analytical and Problem-solving skills

Able to work under pressure and meet deadlines

Able to demonstrate a high degree of flexibility including shift and out of hours working

Excellent organizational skills

Able to manage sensitive and sometimes confidential information

Coordination with multiple stake holders and work with multiple teams & client

management

Champion Service and Support in projects and developing a strong understanding of

projects impacting your service area and ensuring service impact is minimized and agreed