Customer Issue Resolution Team Lead (AR/Collections)

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES in Manila–Taguig area is seeking an experienced leader to supervise End-to-End CIR teams, focusing on workload prioritization, coaching and career development. You will drive process improvements, manage cross-functional collaborations with credit, finance and sales to resolve issues and achieve timely payments.

The role emphasizes data-driven decisions, stakeholder communication, and ongoing performance coaching to meet strategic objectives and deliverables.

Qualifications

• Bachelor's degree and minimum of 6 years' experience in finance, accounts receivable/collections or pricing.
• Minimum 3 years' experience in a leadership role.
• 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.
• 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.

Skills

Leadership

Coaching

Mentoring

Cross-functional collaboration

Analytical skills

Communication

Presentation skills

Problem solving

Change management

Project management

Education

Bachelor's degree

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.