B2BCollections Team Lead

Tata Consultancy Services; Taguig; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced B2B Collections Team Lead in Metro Manila to oversee daily collections operations and drive performance. The role focuses on managing AR portfolios, ensuring timely cash flow, and coaching a high-performing team.

The ideal candidate brings 5–7 years in O2C collections with a proven leadership track record and strong collaboration with internal stakeholders to meet client requirements.

Qualifications

• 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.

Responsibilities

• Lead and oversee daily B2B Collections operations, ensuring smooth BAU activities.
• Manage team performance to achieve KPIs, SLAs, and client-defined targets.
• Monitor and manage Accounts Receivable portfolios to ensure timely collections and cash flow.
• 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.
• 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.
• 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.
• 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.

Skills

B2B Collections

Accounts Receivable

O2C

Team Lead

Deductions Management

Credit Management

Oracle Collections

GetPaid

Dialer Operations

Contact Center Experience

Tools

ERP Systems

Collections Platforms

Job description

• 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.
• 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
• Deductions Management
• Credit 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:
• GetPaid
• Oracle Collections
• Other industry-standard collections tools
• Data analysis and reporting
• 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.