AR & Resolution Manager

HRTX; Manila; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

HRTX in Taguig is seeking a Senior Manager to lead end-to-end Collections and Disputes for the Australia/New Zealand market within a Shared Services environment. You will drive service delivery, optimize processes, and develop the team to meet evolving business needs.

You will partner with Finance, Commercial and SSC teams to ensure strong performance, cross-functional collaboration, and continuous improvement while upholding SOX controls.

Qualifications

• Bachelor's degree in Business, Finance, Accounting, Economics, or related field.
• Strong proficiency in MS Office; ERP experience, SAP preferred.
• Lean Six Sigma certification is a plus.
• Knowledge of Salesforce and/or Genesys Telephony is an advantage.

Responsibilities

• Lead, mentor, and develop a high-performing Collections & Disputes team.
• Set clear expectations, coach team members, and drive accountability.
• Serve as the escalation point for complex and sensitive issues.
• Oversee daily Collections and Disputes activities with KPI & service standards.
• Monitor SLAs and customer satisfaction metrics; ensure timely closing tasks.
• Build relationships with internal teams across regions and with external customers, auditors, and third-party agencies.
• Drive continuous improvement and ensure compliance with internal controls and SOX.
• Support transition teams migrating activities into the Shared Services Center.

Skills

Leadership

Stakeholder management

Analytical thinking

Communication skills

Multitasking

Education

Bachelor's degree in Business, Finance, Accounting, Economics, or related field

Tools

SAP

Salesforce

Genesys

MS Office

Job description

Location: Taguig
Schedule: Onsite, 8:00 AM 5:00 PM

Job Purpose

The Senior Manager is responsible for leading the end-to-end Collections and Disputes operations for the Australia/New Zealand market within a Shared Services environment. The role focuses on ensuring excellent service delivery, driving operational efficiency, strengthening internal and external stakeholder relationships, and continuously improving processes. This position also manages and develops the team to meet evolving business needs and supports the successful transition of in-scope activities into the Shared Services Center.

Key Responsibilities

Leadership & People Management

• Lead, mentor, and develop a high-performing Collections & Disputes team.
• Set clear expectations, coach team members, and drive a culture of accountability and ownership.
• Serve as the escalation point for complex and sensitive issues.

Operations & Performance Management

• Oversee daily Collections and Disputes activities, ensuring strong performance aligned with KPIs and service standards.
• Monitor service requirements based on SLAs and customer satisfaction metrics.Ensure timely completion of monthly and annual closing tasks.

Stakeholder Management

• Build and maintain strong relationships with internal teams across multiple regions, including Finance, Commercial, and Shared Services partners.
• Engage effectively with external customers, auditors, and thirdpartycollection partners.

Process Improvement & Governance

• Drive a continuous improvement mindset across the team.
• Identify and implement operational improvements to enhance efficiency and accuracy.
• Ensure compliance with internal controls, audit standards, SOX requirements, and relevant regulatory guidelines.

Transition & Project Support

• Support transition teams in the migration of Collections and Disputes activities into the Shared Services Center.
• Participate in projects or initiatives as assigned.

Key Stakeholders

Internal: Shared Services teams, Business Unit teams, Internal Controls
External: Customers, Auditors, Third-Party Collection Agencies

Qualifications

• Bachelors degree in Business, Finance, Accounting, Economics, or related field
• Strong proficiency in MS Office; ERP experience preferred (SAP is an advantage)
• Lean Six Sigma certification is a plus
• Knowledge of Salesforce and/or Genesys Telephony is an advantage

Experience

• 5-7 years of experience in a multinational or Shared Services environment
• 3-4 years of experience leading and developing teams
• Proven background in process improvement and operational optimization

Competencies

• Excellent communication skills and strong stakeholder management
• High attention to detail with strong analytical and problem-solving skills
• Ability to multitask, prioritize, and manage deadlines
• Strong customer-service orientation
• Team player with strong relationship-building and networking skills