Customer Issue Resolution Supervisor

3M; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

3M is seeking an experienced leader to supervise End-to-End CIR teams in the Philippines. The role focuses on coaching, career development, and delivering timely payments while aligning with corporate strategies.

The ideal candidate has 6+ years in finance/collections, 3+ years in leadership, and strong analytical, communication, and presentation skills. You will partner with credit, finance, and sales to resolve complex issues and improve customer experience.

Qualifications

• Bachelor's degree and minimum of 6 years' experience in finance, accounts receivable/collections or pricing.
• Minimum 3 years' experience in leadership position.
• Strong analytical, communication, and presentation skills with the ability to multi-task under time constraints.
• Ability to engage, influence, coach, develop others, and lead cross-functional teams.

Responsibilities

• Supervise end-to-end CIR teams, including 1:1s, workload prioritization, and feedback.
• Manage team development, focusing on career growth and continued learning.
• Facilitate customer meetings to reconcile issues, conflicts, and ensure timely payments.
• Adapt techniques to solve complex problems and analyze team data for actionable directives.
• Set priorities, assign tasks, provide performance feedback, and lead change initiatives.
• Prepare and present regular reports on collections and dispute activities and performance.
• Lead projects, ensuring alignment with business strategies and meeting objectives and deadlines.
• Collaborate cross-functionally with credit, finance, and sales to resolve complex issues and improve customer experience.
• Identify opportunities to enhance service capacity, improve customer experience, and achieve operational excellence.
• Lead and support the implementation of new processes and manage change initiatives.

Skills

Leadership

Analytical skills

Communication skills

Presentation skills

Coaching

Education

Bachelor's degree

Job description

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description

Job Responsibilities

• Supervise End-to-End CIR teams, including 1:1s, workload prioritization, and feedback.

• Manage team development, focusing on career growth and continued learning.

• Facilitate customer meetings to reconcile issues, conflicts, and ensure timely payments.

• Adapt techniques to solve complex problems and analyze team data for actionable directives.

• Set priorities, assign tasks, provide performance feedback, and lead change initiatives

• Prepare and present regular reports on collections and dispute activities and performance

• Lead projects, ensuring alignment with business strategies and meeting objectives and deadlines

• Participate in corporate programs, comply with standards and policies, and uphold 3M's values and ethics.

• Has a considerable impact on the functional work group/team, providing coaching and leadership.

• Train, mentor and evaluate the performance of the team

• Develop and implement strategies to improve team performance and efficiency

• Manage project timelines, resources, and deliverables to ensure successful outcomes

• Collaborate cross-functionally to address customer complaints and find creative solutions with other departments, such as credit, finance, and sales, to resolve complex issues and improve overall customer experience

• Identify opportunities to enhance service capacity, improve customer experience, and achieve operational excellence.

• Lead and support the implementation of new processes and manage change initiatives.

• Coordinate with other departments, such as accounting and customer service, to resolve issues related to

Qualifications

• Bachelor's degree and minimum of 6 years' experience in finance, account receivable/collections or pricing

• Minimum 3 years' experience in leadership position

• Strong analytical, communication, and presentation skills with the ability to multi-task under time constraints.

• Ability to engage, influence, coach, develop others, and lead cross-functional teams.

Learn more about 3M's creative solutions to the world's problems at www.3M.com or on Twitter @3M.

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