Senior Operations Manager - Collections (B2B)
Overview of role, purpose, and scope
Senior Operations Manager requires management of 1 or 2 markets over a span of 150+ 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 and Dispute Management
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 Collections (B2B) and Dispute Management
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, organisation optimisation and continuous improvement expectations.
Key components of success will include:
- Delivering operational excellence
- Delivery of cost initiatives
- Achievement of operational targets
- Customer satisfaction and retention results
- Leadership and employee retention Employee Satisfaction & Motivation
- Strong relationships (internally & externally) with senior leaders. - 360-degree feedback
The role is Manila, Philippines based, with US working hours of EST, CST and PST depending on which sub client you get mapped to
Major Responsibilities
- Strategic work force planning in a fast paced, data driven environment requiring ability and willingness to be involved at ground level facts and workings
- Operational excellence.
- Achievement of monthly Operational Targets
- Process Improvement actions to continuously improve.
- Input into strategic decisions that affect functional area of responsibility
- Workload planning and process re-engineering to define Best in Class levels for each process managed
- Process Automation programs owning the results
- Elimination of variance
- Lean and Six Sigma analysis of process gaps
- Ensure full compliance with all Controls metrics
- Internal controls within Customer Administration and Sarbanes Oxley controls (SOX)
- Year over year controls improvement e.g. proportion of N rated controls reduces
- Customer Satisfaction and Retention planning.
- Meeting the retention targets
- Delivery of the Loyalty ratios
- Client Relationship Management
- Effective and efficient resolution of client / customer reported issues
- Proactive solution generation to reduce queries
- Reactive management to effectively close Customer complaints against SLA's
Background, Skills, experience and qualifications
- This person ideally has 10+ years or more of progressively responsible leadership experience, managing complex administration operations in a multinational organization
- Must have minimum 5 years experience handling International B2B Collections from BPO Setup
- Amenable to work onsite in Science Hub, Mckinley Hill Taguig City, Philippines
- Strategic thinker and planner
- Effective in building relationships with constituencies and subordinates.
- Excellent written and verbal communication skills
- Deep understanding of Customer Administration organisations.
- Proficient in causal analysis and utilization
- Demonstrated experience in planning operations and management
- Demonstrated ability to effectively control a complex operation against existing processes and SLA's
- Demonstrated ability to implement Process Improvement framework
Role Specific competencies and requirements
- Strong knowledge of Order to Cash Lifecyle ie with B2B collections & dispute management experience
- Service Operations Expertise ability to use process models and frameworks available within the company and externally to drive quality of service in service delivery
- Results Focus - the drive and determination to achieve objectives, overcoming obstacles to deliver results
- People Management the ability to lead, motivate and inspire others to excel and delivery high standards of performance for the business
- Demonstrable Analytical skills
- Planning, organizing, executing and controlling skills
- Demonstrated ability to deliver results within a controlled and compliant structure
- Demonstrated leadership skills, high energy and team motivator
- Communication & 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 and acceptance
