URGENT: Deputy General Manager - B2B Collections

HCL Technologies Philippines Inc; Taguig; On-site; PHP 3,000,000 - 5,400,000; Full time

Job summary

HCL Technologies Philippines Inc. is seeking an accomplished Deputy General Manager (E5) to oversee global Order-to-Cash operations with a 300+ person team from Manila, aligning processes with SLAs and SOX requirements.

The role emphasizes strategic leadership, enterprise-wide process improvements, and high-energy team motivation across sub-clients. You will drive day-to-day O2C delivery, build strong executive relationships, and champion automation initiatives to lift productivity, quality, and

Qualifications

• 14+ years of leadership experience in multinational administration operations.
• Strategic thinker with ability to plan and execute complex ops.
• Proven in building relationships with executives and teams.
• Excellent written and verbal communication skills.
• Deep understanding of Customer Administration organizations.
• Experience in causal analysis and utilization.
• Proven ability to manage operations and SLAs.
• Ability to implement process improvement frameworks.

Responsibilities

• Oversee Order-to-Cash lifecycle components: B2B collections, dispute management, cash application.
• Lead service operations, driving quality of service delivery.
• Achieve monthly operational targets and drive productivity gains.
• Lead process improvements and automation initiatives.
• Ensure internal controls and SOX compliance.
• Manage large delivery teams across global markets.
• Maintain client relationships and improve customer satisfaction.
• Drive year-over-year performance improvements and governance.
• Plan workforce and re-engineer processes for best-in-class levels.

Skills

Leadership experience

Strategic thinking

Relationship building

Communication skills

Process improvement

People management

Analytical skills

Planning & execution

Operational excellence

SOX/compliance awareness

Tools

Lean Six Sigma

Job description

Background, Skills, Experience, and Qualifications

• This person ideally has 14+ years or more of progressively responsible leadership experience managing complex administration operations in a multinational organization.

• Strategic thinker and planner.

• Effective in building relationships with constituencies and subordinates.

• Excellent written and verbal communication skills.

• Deep understanding of Customer Administration organizations.

• Proficient in causal analysis and utilization.

• Demonstrated experience in planning operations and management.

• Demonstrated ability to effectively control a complex operation against existing processes and SLAs.

• Demonstrated ability to implement process improvement frameworks.

Role-Specific Competencies and Requirements

• Strong knowledge of and experience with the Order-to-Cash lifecycle, including:

• B2B Collections

• Dispute Management

• Cash Application

• Service Operations expertise, with the ability to use process models and frameworks available within the company and externally to drive quality of service delivery.

• Results focus, with the drive and determination to achieve objectives, overcome obstacles, and deliver results.

• People management, with the ability to lead, motivate, and inspire others to excel and deliver high standards of performance for the business.

• Demonstrable analytical skills.

• Strong planning, organizing, executing, and controlling skills.

• Demonstrated ability to deliver results within a controlled and compliant structure.

• Demonstrated leadership skills, high energy, and the ability to motivate teams.

• Communication and influencing skills, with the ability to communicate clearly and effectively with a wide variety of internal and external stakeholders, formally and informally, and where necessary gain their agreement and acceptance.

Location

• The role is Manila, Philippines-based, with US working hours of EST, CST, and PST, depending on which sub-client you are mapped to.
  

Overview of Role, Purpose, and Scope

• Deputy General Manager (E5) requires management of global markets over a span of 300+ people as part of a large account.

• The person should be an expert in the Order-to-Cash space with a strong understanding of:

• B2B Collections

• Dispute Management

• Cash Application

• This role requires the ability to build strong working relationships with the President, CFO, and VP layers of the sub-client.

• You will be responsible for delivering day-to-day operations for the Order-to-Cash functions.

• He/She will be responsible for managing delivery across a combination of:

• B2B Collections

• Dispute Management

• Cash Application

• The role is expected to bring best-in-class initiatives to drive year-over-year productivity, automation, and suggested systems enhancements, ensuring the longevity of the operation, organizational optimization, and continuous improvement expectations.

Major Responsibilities

• Strategic workforce planning in a fast-paced, data-driven environment, requiring the ability and willingness to be involved at the ground level with facts and operations.

• Operational excellence.

• Achievement of monthly operational targets.

• Process improvement actions to continuously improve operations.

• Input into strategic decisions that affect the functional area of responsibility.

• Workload planning and process re-engineering to define best-in-class levels for each process managed.

• Process automation programs, owning the results.

• Elimination of variance.

• Lean and Six Sigma analysis of process gaps.

• Ensure full compliance with all control metrics.

• Manage internal controls within Customer Administration and Sarbanes-Oxley (SOX) controls.

• Drive year-over-year controls improvement (e.g., reducing the proportion of N-rated controls).

• Customer satisfaction and retention planning.

• Meeting retention targets.

• Delivery of loyalty ratios.

• Client relationship management.

• Effective and efficient resolution of client/customer-reported issues.

• Proactive solution generation to reduce queries.

• Reactive management to effectively close customer complaints against SLAs.