Supervisor, Collections

XPO India Shared Services; Pune District; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

XPO India Shared Services in Pune, Maharashtra seeks a qualified professional to manage the Collections team. You will oversee the performance and effectiveness of collections operations, ensuring that service delivery meets key performance indicators.

The ideal candidate should have a robust management background, a commitment to operational excellence, and experience in building sustainable relationships with internal teams and customers. Strong analytical skills and a mindset for innovation are essential for continuous improvement.

Qualifications

• Strong leadership and people management skills.
• Ability to analyze customer behavior and operational metrics.
• Experience in driving continuous improvement within teams.

Responsibilities

• Manage collections tower performance for day-to-day operations.
• Ensure compliance with organizational policies and laws.
• Develop and track Service Level Agreements (SLA).
• Drive continuous improvement using Lean principles.

Job description

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 organizations policies and applicable laws, including:
• Plan, assign and direct work.
• Appraise performance, provide feedback and coaching, and reward and discipline employees.
• 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