About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.
Collections Program Manager – Strategic Recovery & Portfolio Optimization (US XBS & NAO)
Position Summary
The Collections Program Manager will play a critical leadership role in driving the reduction of significantly aged receivables across the US XBS and US NAO portfolios. This role combines strategic project leadership with operational oversight, focusing on accelerating cash recovery, improving portfolio health, and strengthening execution through internal teams and external partners.
A key component of this role is managing the relationship with HCL (third-party collections partner), ensuring strong governance, performance accountability, and alignment to business objectives.
Key Responsibilities
- Strategic Portfolio Recovery Leadership
- Lead targeted initiatives to reduce aged AR, with a strong focus on high-risk and long-outstanding balances.
- Develop and execute structured action plans to address top aging buckets (e.g., 90+, 120+, 180+ days).
- Partner with Sales, Finance, and Operations to remove barriers to collections (disputes, billing issues, contract gaps).
- Establish prioritization frameworks to focus resources on highest-value recovery opportunities.
- Deliver measurable improvements in DSO, aging metrics, and cash flow.
- Special Projects & Transformation
- Own and lead special projects aimed at transforming collections performance across US XBS and NAO.
- Identify process inefficiencies and implement scalable improvements (automation, workflow redesign, escalation models).
- Drive adoption of best practices and standardization across portfolios.
- Provide regular updates to senior leadership on progress, risks, and outcomes.
- Third-Party Partner Management (HCL)
- Serve as the primary point of contact for HCL, overseeing day-to-day performance and strategic alignment.
- Define and monitor KPIs, SLAs, and performance metrics for outsourced collections activities.
- Conduct regular business reviews (WBRs/QBRs) with HCL leadership.
- Ensure adherence to company policies, compliance standards, and customer experience expectations.
- Drive accountability and continuous improvement in partner performance.
- Leadership & Stakeholder Management
- Act as a key leader within the North America O2C organization.
- Influence cross-functional stakeholders to drive resolution of complex collection issues.
- Provide guidance and support to internal teams and ensure alignment with broader O2C strategy.
- Communicate effectively with senior leadership, presenting insights, trends, and recommendations.
- Reporting & Analytics
- Leverage data and analytics to identify trends, risks, and opportunities within the portfolio.
- Build and maintain dashboards to track aging, recovery progress, and partner performance.
- Use insights to drive decision-making and continuous improvement initiatives.
Qualifications & Experience
- 7+ years of experience in Collections, Accounts Receivable, or O2C, with at least 3 years in a leadership role.
- Proven track record of reducing aged AR and improving cash flow in complex, large-scale environments.
- Experience managing third-party vendors or outsourced operations (preferred).
- Strong analytical and problem-solving skills with the ability to translate data into action.
- Excellent stakeholder management and communication skills, including executive-level interaction.
- Experience working in matrixed organizations and driving cross-functional initiatives.
Key Competencies
- Strategic thinking with strong execution focus
- Results-driven with a bias for action
- Strong ownership and accountability
- Ability to operate in ambiguity and drive change
- Influencing and negotiation skills
- Continuous improvement mindset
Success Metrics
- Reduction in 90+/120+/180+ day aging buckets
- Improvement in DSO and cash collections performance
- HCL performance against SLAs and KPIs
- Resolution cycle time for disputes and aged items
- Measurable impact from special projects and transformation initiatives
