Job Title:  Supervisor, Collections

Reports to: Manager, Collections

Job Grade: M1

Job Code: Click here to enter Job Code.

FLSA Status: Assigned by Comp.

FLSA Category, if Exempt: Assigned by Comp.

EEO Category: Assigned by Comp

Prepared By: Rajesh Nair

Date Approved: Entered by Comp.

Approved By: Entered by Comp.

GENERAL DESCRIPTION: We are looking for Collections Supervisor responsible for overseeing the performance and direction of the Collections function within the organization, including Dunning and Collection, Dispute Management, and Credit Management. Leading a team of professionals, the Supervisor ensures service delivery aligns with established KPIs and SLAs, maintaining a robust internal control framework. On our team, you’ll have the support to excel at work and the resources to build a career you can be proud of.

Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including medical insurance, life insurance, etc.

Location: Pune

Shift Timing: 6:30PM – 3:30AM IST

ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These are the most significant job duties performed; other responsibilities or assignments not specifically mentioned may also be assigned.

• Set and manage Collections tower performance and provide strategic directions to team, while ensuring smooth delivery of day-to-day operations (e.g. credit exposure limits and review), Driving effectiveness of collections outbound calls, ensuring 100% touch base on every account within first 2 weeks of the month, Building rapport with internal team (i.e. sales, disputes, operations etc.) and key end customers.
• · Carry out people management responsibilities in accordance with the organization’s policies and applicable laws, including:

o Plan, assign and direct work.

o Appraise performance, provide feedback and coaching, and reward and discipline employees.

o Provide opportunities for learning and self-development and facilitate the development of technical competencies.

• Continuously strive to build a culture of high-performance.
• Facilitate effective teamwork and builds collaborative relationships internally and externally.
• Ensure that overall delivery of services to BUs meets or exceeds agreed KPIs and SLAs defined between Operating Companies and SSC and is within a strong internal control framework.
• Ensure that PD% is reducing, cash collections are increasing and risk to bad debts is reducing month by month.
• Ensure that team is documenting all discussions with customers on the collections tool.
• Provide the environment for the Collections team to achieve and sustain best practices in effectiveness, quality delivery and efficiency within a strong internal control framework.
• Build customer behavior intimacy through review of outstanding, cash flows, volumes, payment patterns to offer insightful solutions.
• Work with various internal teams to ensure seamless experience for the customer.
• Manage customer relationships, which include problem resolution and root cause analysis.
• Manage the relationship and support requests from partner Finance departments and other stakeholders in the business and act as a point of escalation within the collections process for critical/complex service issues.
• Create a mindset of innovation aimed at constantly challenging the norm to drive business value.
• Responsible for ensuring a disciplined approach to operational excellence/performance management, is in place and evolves over time.
• Develop and track Service Level Agreements (SLA) to ensure service delivery excellence.
• Tracking team performance & service tickets SLA, Reviewing Inbound calls quality, Tracking Outbound calls target & taking Audit/Reviews at account level for team members on their collection portfolios.
• Provide input for service reporting.
• Facilitate service transition when required.
• Analyze issues that are highlighted by the Business Account Manager and resolve them in a timely manner.
• Drive continuous improvement in the O2C team by introducing Lean principles and developing team members.
• Collaborate with different teams/ functions to ensure success of yours and all teams
• Bring in and invest in developing the right capabilities to prepare the organization for the future

EDUCATION/EXPERIENCE:

Minimum Required Education:

• Graduate / Postgraduate degree in Accounting, Finance, Commerce or related field preferred.

Minimum Required Experience:

• Ability to work flexible hours depending on the process requirements 
• Bachelor’s in accounting or finance or commerce 
• Minimum of 10 years of overall experience (Collections experience in logistics/shipping/transport industry is mandatory)
• At least 4+ years related experience in people managing role & handling a client-service oriented function 
• Experience within the logistics or transportation domain (compulsory) within Order to Cash (OTC) primarily in handling collections team will be an added advantage. 
• Strong communication skills - both verbal and written.  
• Advance Knowledge of MS Office is mandatory 
• Should be able to perform duties independently and with no supervision 
• Good interpersonal skills: participate in a team environment and build strong working relationships.   
• Good with time management, multi-task and prioritize workloads, demonstrated analytical capabilities; effectively identify and resolve problems. 

JOB RELATED COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical Skills -
  • • Quickly identify problems, develop solutions, and implement corrective actions.
    • Make informed decisions based on a thorough analysis of data, risks, and potential impacts.
    • Demonstrates attention to detail.
    • Identifies opportunities to improve processes and develops/recommends/implement solutions.

• Communication Skills –
  • • Strong communication skills, both written and verbally in English
    • Excellent presentation skills
    • Clearly presents data analysis and recommendations, convey ideas, expectations, and project updates to team members and stakeholders.
    • Utilizes variety of interpersonal styles and communication methods to effectively adapt to new work structures, processes, or cultures.

• Time Management Skills -
  • • Demonstrates follow-up skills.
    • Ability to work in a fast-paced environment
    • Provides timely and professional support to all internal/external customers.
    • Prioritizes regular workload, special tasks and concurrent projects, allocating time to ensure that work is completed accurately and efficiently within the established time frame.
• Other   -
  • • Self-motivated.
    • Works with minimal supervision.
    • Demonstrates a desire to learn, a passion for new ideas and a focus on continuous improvement.
    • Build and maintain effective, collaborative work relationships both internally and externally.
    • Team-oriented. Consults with Team members and management as needed to complete assigned responsibilities.
    • Good communication and presentation skills.
    • Ability to manage multiple tasks simultaneously in a fast-paced environment.
    • Adapt to changes in project scope, requirements, or organizational priorities.
    • Strong analytical, problem-solving, and critical thinking skills.
    • Stay composed and effective under pressure or in the face of unforeseen challenges.

Technical Competencies

• • Basic Computer Skills –

• • • Basic knowledge / Strong Fluency /Expert-level user of Windows applications and Microsoft Office programs such as MS Project, Word, Excel and PowerPoint.
    • Quickly learns and achieves proficiency in new software applications as needed.
    • Demonstrates ability to create complex formulas in MS Excel; create queries in company software applications.

• • Other Technical / Computer Skills -

• • • Thorough knowledge of internal company software applications applicable to position/business unit
    • Acts as subject matter expert and provides training, troubleshooting and other support for software applications managed by business units

• • • Understands and is familiar with the most widely known and emerging tools, technologies and social applications.

WORK ENVIRONMENT & PHYSICAL DEMANDS- The Work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Workspace

• Office / cubicle workspace with moderate noise level.