Collections Operations Manager (B2B AR)

HCLTech; Taguig; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

HCLTech Philippines in Metro Manila seeks an experienced Collections Manager to lead the Collections COE operation, ensuring delivery of service levels and effective resource utilization. You will drive process improvements and align teams with corporate goals.

The role requires 8+ years of managerial experience in Finance or Customer Service, proven leadership in a BPO setting, fluent English, and strong collaboration with internal partners to optimize billing and customer outcomes.

Qualifications

• At least 8 years of management experience in Financial Management or Customer Service.
• Understanding the link between responsibilities and organizational goals.
• Adaptability to major changes in work tasks or environment.
• Ability to visualize and solve complex problems with sensible decisions.
• Strong background in Finance or Customer Service.
• Excellent verbal and written communication, including presentations to all levels of the organization.
• Demonstrated leadership and vision in managing staff and projects.
• Excellent interpersonal skills and collaborative management style.
• Commitment to high professional ethical standards and diversity.
• Thrives in a fast-paced, community environment.
• Strong people management and openness to direction.
• Experience managing complex processes and performance measures.
• Ability to debate issues and view situations from multiple viewpoints.
• Persuasive with details and facts.
• Comfort with a diverse environment.
• Developing collaborative relationships to achieve goals.

Responsibilities

• Manage operation to ensure delivery of service levels; develop mitigation plans.
• Manage headcount and overtime with the Project Leader.
• Interface with HCL and Xerox partners to ensure timely billing and resolve customer elevations.
• Improve billing-related processes; manage resources, business processes and planning.
• Utilize HR/IT/Analytics to develop strategies and maintain morale.
• Communicate performance, issues and risks to Leadership.
• Play a role in long-term planning and operational excellence initiatives.

Skills

Coaching/Leadership

Balancing customer needs

Problem solving mindset

English proficiency

MS Office skills

Managerial experience

Leadership in Collections (BPO)

Education

Bachelor’s degree in Business Administration / Accounting / Engineering or similar

Tools

MS Office

Job description

• Manages personnel and resources for the Collections COE operation to complete collection and credit activities; serving customers and internal partners with collection related activities.
• Responsible for the management of the Collections Region(s)

Qualifications

Primary Skillset Needs

• Ability to coach and provide growth plans to team members
• Capacity to balance customer needs and internal requirements
• Problem solving mindset
• English 100% required, written and conversation
• MS Office Skills required
• Required bachelor’s degree (Graduate in Business Administration, Accounting, Engineering or similar)
• Required managerial experience
• Leadership Collections experience from BPO company is required

Major Responsibilities.

• Manage operation to ensure delivery of established service levels. Develop mitigation plans as necessary to offset risks to goals and commitments.
• Manage headcount and overtime in conjunction with the Project Leader
• Interface with HCL and Xerox partners to facilitate timeliness and accuracy of billing or to solve potential customer elevations
• Improve operational processes and policies in support of improved billing. Specifically, provides support in management of resources, business process and organizational planning.
• Manage and improve the utilization of support services (HR, IT and Analytics), to develop business strategies to improve performance and maintain positive morale.
• Communicate complex concepts, performance, and issues to Leadership.

Play a significant role in long-term planning, including an initiative geared toward operational excellence

Background, Skills, Experience and Qualifications

Qualifications

• At least 8 years’ management experience in Financial Management or Customer Service
• Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs and performs one’s job with the broader goals in mind.
• Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Ability to visualize, articulate, conceptualize or solve both complex and uncomplicated problems by making decisions that are sensible given the available information.
• Strong background and work experience in Finance or Customer Service
• Excellent communication skills, both verbal and written, including communications and presentations to various levels of the organization from Associates to Executive staff
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
• Excellent interpersonal skills and a collaborative management style.
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Excels at operating in a fast pace, community environment
• Excellent people manager and open to direction and collaborative work style
• Demonstrated experience in managing and understanding complex processes and performance measures
• Ability to challenge and debate issues of importance to the organization.
• Ability to look at situations from several points of view
• Persuasive with details and facts
• High comfort level working in a diverse environment
• Developing and using collaborative relationships to facilitate the accomplishment of work goals.