Collections and Cash Application - Manager

Teladoc Health; Philippines; On-site; PHP 1,500,000 - 2,300,000; Full time

Job summary

Teladoc Health is seeking a Collections and Cash Applications Manager to lead end-to-end AR and Order-to-Cash, ensuring accurate cash application, managing aging, and driving cash flow improvements across the organization.

This role partners with Finance, Billing, Treasury, Accounting, Sales, and Customer Service to set strategy, supervise Supervisors and Analysts, and build scalable operating models across geographies.

Job description

The Collections and Cash Applications Manager is responsible for the overall performance, operational effectiveness, and strategic direction of the Collections and Cash Applications functions. This role provides leadership across the end-to-end Accounts Receivable and Order-to-Cash process, ensuring the accurate and timely application of customer payments, effective management of accounts receivable portfolios, achievement of cash collection and aging objectives, and compliance with financial controls and operational standards.

The Manager leads Supervisors, Senior Analysts, Analysts, and other team members across both functions and is accountable for staffing, capacity planning, performance management, process governance, operational metrics, and talent development. This role establishes performance expectations, drives continuous improvement initiatives, and develops strategies to improve cash flow, reduce accounts receivable aging, minimize unapplied cash, and mitigate financial risk.

Serving as a strategic business partner within the Order-to-Cash organization, the Manager collaborates closely with Collections, Billing, Treasury, Accounting, Finance, Sales, Customer Service, Technology, and other stakeholders to optimize processes, enhance operational efficiency, improve customer payment experiences, and support business growth. The role is responsible for translating business objectives into effective collection strategies, cash application processes, performance metrics, and scalable operating models that drive financial and operational results.

ROLE AND RESPONSIBILITIES

Operational Leadership

• Provide overall leadership and direction for the Collections and Cash Applications functions across applicable business units, systems, payment types, customer portfolios, and geographic locations.
• Establish and monitor operational goals, performance expectations, service levels, productivity standards, quality objectives, and financial targets.
• Ensure accurate and timely application of customer payments, effective management of unapplied and unidentified cash, and timely collection of outstanding receivables.
• Establish collection strategies, priorities, account segmentation, customer follow-up, escalation, and resolution processes aligned with organizational and financial objectives.
• Oversee daily, month-end, quarter-end, and year-end activities to ensure operational and financial close requirements are achieved.
• Monitor transaction volumes, accounts receivable portfolios, aging, staffing levels, capacity, and workload distribution to ensure appropriate resource allocation.
• Establish processes and controls that support scalability, accuracy, efficiency, productivity, and business continuity.
• Ensure appropriate backup coverage, cross-training, and knowledge continuity for critical operational functions.
• Review and approve strategies for high-value, high-risk, significantly aged, or otherwise complex customer accounts and payment issues.

People Leadership and Talent Development

• Lead, coach, and develop Supervisors, Senior Analysts, Analysts, and other team members supporting Collections and Cash Applications.
• Establish clear performance expectations and hold leaders and team members accountable for operational and financial results.
• Conduct regular performance and talent reviews and identify development opportunities, career paths, and succession plans.
• Oversee hiring, onboarding, workforce planning, retention, and resource planning initiatives.
• Develop staffing plans and resource strategies based on transaction volumes, collections portfolios, business requirements, and projected growth.
• Ensure effective knowledge transfer, cross-training, and training programs for new and existing team members.
• Build a high-performing, collaborative, accountable, and customer-focused team environment.
• Promote a culture of continuous improvement, operational excellence, and ownership.

Collections and Accounts Receivable Management

• Lead the overall performance of the Collections function, ensuring achievement of cash collection, aging, productivity, quality, and operational objectives.
• Develop short- and long-term collection plans based on business priorities, customer behavior, aging trends, and financial objectives.
• Monitor cash collections, past-due balances, aging, collection effectiveness, recovery performance, and other key receivables metrics.
• Analyze customer portfolio performance and trends to identify risks, opportunities, and actions required to improve cash flow.
• Oversee the resolution of escalated customer disputes, deductions, reconciliation issues, and other significant barriers to payment.
• Partner with Finance leadership on cash flow forecasting and overall Accounts Receivable performance.
• Develop and maintain effective processes for account prioritization, customer follow-up, escalation, dispute resolution, and payment recovery.
• Work with Billing, Cash Applications, Sales, Customer Service, Finance, and other functions to identify and resolve root causes of delinquency.

Cash Applications and Payment Operations

• Ensure accurate and timely application of customer payments across applicable payment types, systems, business units, and geographic locations.
• Oversee the effective management and reduction of unapplied and unidentified cash.
• Monitor payment processing volumes, accuracy, productivity, service levels, and processing timelines.
• Oversee reconciliation activities and resolution of material or high-risk payment discrepancies.
• Partner with Accounting, Finance, Treasury, Billing, and Collections to resolve payment-related issues and reconciling items.
• Ensure daily, month-end, quarter-end, and year-end cash application activities support financial close requirements.
• Identify and address upstream process issues that affect payment application, customer accounts, collections, and overall Accounts Receivable performance.

Financial Operations, Controls, and Risk Management

• Ensure compliance with SOX requirements, accounting policies, internal controls, financial procedures, and established operational standards.
• Ensure Collections and Cash Applications policies, procedures, documentation standards, and controls are consistently followed.
• Identify operational and financial risks and implement appropriate mitigation strategies.
• Monitor unapplied cash, aging, past-due balances, payment discrepancies, deductions, disputes, and other indicators of financial risk.
• Ensure timely resolution of material reconciling items and high-risk customer account issues.
• Support internal and external audit activities and provide required documentation, explanations, and responses.
• Partner with Accounting and Finance to ensure accurate financial reporting and timely resolution of financial and operational issues.

Performance Management, Reporting, and Analytics

• Establish and maintain meaningful KPIs, dashboards, and reporting standards covering both Collections and Cash Applications.
• Monitor metrics including:
• Cash collections
• Accounts receivable aging
• Past-due balances
• Collection effectiveness
• Unapplied and unidentified cash
• Cash application accuracy
• Productivity
• Transaction volumes
• Service levels
• Dispute and deduction resolution
• Reconciliation performance
• Month-end and financial close performance
• Analyze operational and financial trends to identify root causes, risks, opportunities, and improvement actions.
• Develop corrective action plans when performance targets or service levels are not achieved.
• Provide leadership with timely visibility into performance, risks, trends, and opportunities.
• Present operational performance, financial risks, strategic initiatives, and recommendations to Finance and business leadership.
• Use data and analytics to support business decisions, resource planning, account prioritization, and process improvement.

Process Improvement, Automation, and Transformation

• Identify and lead initiatives to improve the efficiency, accuracy, scalability, and effectiveness of Collections and Cash Applications operations.
• Establish a continuous improvement culture focused on eliminating manual work, reducing errors, improving cycle times, and increasing cash conversion.
• Identify opportunities to streamline processes, improve productivity, reduce Accounts Receivable aging, and minimize unapplied cash.
• Evaluate opportunities for automation, artificial intelligence, workflow optimization, and technology enhancements.
• Lead or sponsor initiatives designed to improve collection effectiveness and cash application performance.
• Partner with Technology and business stakeholders on ERP enhancements, integrations, system implementations, upgrades, and process transformations.
• Establish business requirements and participate in user acceptance testing, implementation, and change management activities.
• Use operational data and analytics to identify trends, root causes, process gaps, and improvement opportunities.
• Lead the implementation of new systems, technologies, processes, and organizational changes affecting Collections and Cash Applications.

Cross-Functional Partnership

• Serve as a key business partner to Collections, Cash Applications, Billing, Treasury, Accounting, Finance, Sales, Customer Service, Technology, and other relevant stakeholders.
• Resolve escalated customer and business issues requiring cross-functional coordination.
• Establish strong relationships with internal and external partners to improve payment processes, collections performance, and customer experience.
• Influence stakeholders to improve upstream processes that impact payment application, delinquency, Accounts Receivable aging, and cash conversion.
• Represent the Collections and Cash Applications functions in operational, transformation, and strategic initiatives.
• Collaborate with Finance and business leadership to align operational strategies with broader financial and organizational objectives.