B2BCollections Team Lead

Hammerjack Pty Ltd; Taguig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd in Taguig, Philippines is seeking a B2B Collections Team Lead to manage the B2B Collections and Accounts Receivable functions within an O2C environment. You will lead daily operations, drive performance against KPIs and SLAs, and collaborate with internal stakeholders and clients to ensure timely collections and cash flow.

The role requires strong leadership, meticulous process discipline, and the ability to align teams with client requirements in a fast-paced, target-driven

Qualifications

• 5–7 years of B2B Collections and AR in an O2C environment.
• Proven team lead experience managing portfolios and performance.
• Strong KPI and SLA management and client-facing skills.
• Experience in dispute and deductions management.
• Knowledge of dialer operations and collections workflows.

Responsibilities

• Lead daily B2B Collections operations and BAU activities.
• Drive team performance to meet KPIs, SLAs, and targets.
• Monitor AR portfolios to optimize cash flow.
• Review issues, escalations, and implement corrective actions.
• Provide coaching, performance reviews, and floor support.
• Prepare weekly/monthly performance decks and insights.

Skills

B2B Collections

Accounts Receivable

Team Leadership

O2C processes

KPI & SLA management

Stakeholder management

NA client support

Tools

HighRadius

GetPaid

Oracle Collections

Job description

B2B Collections Team Lead

Location

BGC, Taguig, Philippines

Experience Required

• 5 to 7 years of experience in B2B Collections and Accounts Receivable within an Order-to-Cash (O2C) environment.
• Proven experience in a Team Lead role managing B2B Collections portfolios and driving operational performance.

Shift Schedule

• Monday to Friday, 5-day work week.
• Rotational shifts with weekends off.
• Must be willing to work any shift, including night shifts, based on business and client requirements.
• Work arrangement will be aligned with TCS policies and client requirements.

Key Responsibilities

Operations Management

• Lead and oversee daily B2B Collections operations, ensuring smooth business-as-usual (BAU) activities.
• Manage team performance to consistently achieve KPIs, SLAs, and client-defined targets.
• Monitor and manage Accounts Receivable portfolios to ensure timely collections and cash flow optimization.
• Review, investigate, and resolve operational issues and escalations.
• Drive adherence to collection strategies, dispute management processes, and reconciliation procedures.
• Support and manage outlier agents to improve overall team performance.

Team Leadership

• Provide coaching, mentoring, and ongoing support to team members.
• Conduct regular performance reviews and quality evaluations.
• Deliver constructive feedback and action plans to drive continuous improvement.
• Facilitate floor support, process training, and knowledge-sharing initiatives.
• Manage team attendance, shrinkage, absenteeism, and attrition.

Reporting & Analysis

• Analyze collections performance reports and identify opportunities for improvement.
• Prepare weekly and monthly performance decks highlighting:
• Key achievements
• Performance metrics
• Areas for improvement
• Corrective action plans
• Provide actionable recommendations to improve operational efficiency and productivity.

Stakeholder & Client Management

• Build and maintain effective relationships with internal and external stakeholders.
• Ensure client expectations are met through high-quality service delivery.
• Proactively communicate process exceptions, operational risks, deviations, and bottlenecks to management and relevant stakeholders.
• Execute client-assigned Collections Lead responsibilities as part of delivery and production management.

Required Skills & Qualifications

Functional Expertise

• Strong understanding of B2B Collections KPIs, SLAs, reporting tools, and performance management frameworks.
• Hands-on experience in:
• Accounts Receivable
• B2B Collections
• Dispute Management
• Deductions Management
• Credit Management
• Portfolio Management
• Comprehensive knowledge of the end-to-end Order-to-Cash (O2C) cycle.
• Strong understanding of collection strategies and effective reconciliation processes.
• Familiarity with dialer operations and collections workflows.
• Experience managing collections operations within a contact center environment.
• Working knowledge of quality tools and methodologies.

Technical Skills

• Experience using accounting ERPs and collections platforms such as:
• HighRadius
• GetPaid
• Oracle Collections
• Other industry-standard collections tools
• Strong Microsoft Excel skills, including:
• Pivot Tables
• VLOOKUP/XLOOKUP
• Data analysis and reporting

Leadership & Behavioral Competencies

• Strong people management and leadership skills.
• Excellent analytical and problem-solving capabilities.
• Strong client management and stakeholder engagement skills.
• Ability to drive SLA compliance and operational excellence.
• Excellent verbal and written communication skills, with experience supporting North America (NA) customers.
• Strong interpersonal skills and ability to work in a target-driven environment.

Preferred Qualifications

• Experience leading large B2B Collections teams and portfolios.
• Demonstrated success in process improvement and efficiency initiatives.
• Strong understanding of collections operations metrics and performance management.
• Ability to deliver results in a fast-paced, client-centric environment.

Improvements Made

Grammar & Professional Language

• Corrected grammatical errors, sentence structure, and inconsistent wording.

Clarity

• Simplified repetitive statements and improved readability.

Structure

• Organized duties into Operations, Leadership, Reporting, and Stakeholder Management sections.

Consistency

• Standardized terminology such as Accounts Receivable, Order-to-Cash (O2C), KPIs, and SLAs throughout the document.