C2C Collections Process Expert

The Big Jobsite; Aguascalientes; Presencial; MXN 300.000 - 600.000; Jornada completa

Descripción de la vacante

The Big Jobsite is seeking a Process Lead to join our operations team in Aguascalientes. You will manage the day-to-day Accounts Receivable portfolio, ensuring high-quality, customer-focused service and adherence to SLAs.

You will apply process improvement methods and leverage data insights to drive efficiency and profitability for our client. Key responsibilities include delivering timely cash collection, resolving issues with the Credit Control Team, and escalating out-of-scope requests.

Formación

• Minimum English at CEFR Grade B1 (intermediate) or equivalent.
• Is finalizing certifications in DGEM Tech technologies.

Responsabilidades

• Manage day-to-day AR portfolio with high-quality customer service.
• Achieve cash collection and ageing targets.
• Escalate out-of-scope requests when needed.
• Communicate effectively with stakeholders to drive outcomes.
• Apply collection techniques and adjust strategies to portfolio needs.

Conocimientos

Leadership

Process knowledge

Lean Six Sigma

Data analysis

KPI management

Educación

English CEFR B1

DGEM Tech certifications in progress

Herramientas

DGEM Tech technologies

Automation Drive Suit

Descripción del empleo

Role Overview

As a member of the team, you will participate in meeting service levels, key measurement targets of the team, delivers a high quality and cost-effective service and oversees the process (or part of process) and customer service decisions according to Capgemini methodologies, desk-top procedures and policies. You can take leadership to ensure the delivery of a customer focused service with highly proficient process knowledge, the ability to design, innovate and continually strive to improve the process and services delivered to the client

As a Process Lead you will be expected to:

• Have deep knowledge of the process, policies and desk top procedures within their engagement
• Be aware of the client specific adjustments and deviations from the generic GPM process design
• Apply process improvement methodologies (e.g. Lean Six Sigma) to the area of expertise for the continuous improvement purposes
• Has good understanding of process taxonomy and process approach from an end-to-end perspective (e.g. good DGEM knowledge)
• Drive Value back to client utilizing their process expertise
• Keep abreast of technology technological developments, their strengths and weaknesses and suggest technology related improvements within the given area of expertise
• Understand the client system architecture and how it relates to the CG Platforms and offerings including the Automation Drive Suit and DGEM Tech
• Have very good knowledge of CG and other Platform approaches, the Automation Drive Suit and DGEM Tech – building certifications in DGEM Tech technologies
• Be familiar with standard analysis tools/techniques
• Look for and gather key data and conducts a structured analysis.
• Be aware of the business context for the analyzed data and can draw insights and makes relevant recommendations with coaching'
• Understand the cost drivers of the services and supports effective usage of them in the service delivery
• Understand KPI measures and their impact on profitability
• Identifies and escalates out-of-scope requests
• Displays ability to proposes improvements to optimize and increase efficiency and effectiveness within the delivery

General Responsibilities / Accountabilities

Responsible for the day to day management of the client’s Accounts Receivable portfolio.

• Ensures the delivery of a high quality, customer focused service on a daily basis to the client in accordance with agreed Service Level Agreements.
• Ensure quick resolution by the Credit Control Team of issues and escalated items
• Manage a complex AR portfolio, negotiates and implements payment solutions with clients.
• Responsible for achieving cash collection and ageing targets
• Applies fundamental collection techniques and adjusts collection strategies to the requirement of the portfolio
• Regularly assess all credit management controls and procedures for change and improvement
• Develop strategies and solutions for problematic customers
• Develop strategies and solutions to overcome credit management and credit control challenges
• Is able to develop customer complex account reconciliations
• Ensure cash collection targets are met
• Confident communicator who is able to articulate complex concepts in a manner that leads to desired outcomes
• Good communicator who can articulate complex concepts with key stakeholders across different levels in a manner that leads to desired outcomes
• Good negotiation skills

Qualifications (Education/Experience/Certification)

• Minimum English at CEFR Grade B1 (intermediate) or equivalent
• Is finalizing certifications in DGEM Tech technologies