US B2B Collections Manager | Work Onsite - Aura

Teleperformance; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Teleperformance Philippines is seeking an experienced Collections Team Lead to guide a US-shifted group, drive cash flow objectives, aging reductions and high quality customer experience.

You will coach and mentor the team, manage KPIs, coordinate with Billing, Disputes and Sales, and ensure compliance with SOPs across global delivery.

Qualifications

• Experience leading B2B collections teams and handling customer escalations.
• Exposure to AR processes and cross-functional collaboration in a shared services setting.
• Strong analytical, communication and leadership skills; proven coaching capability.

Responsibilities

• Lead day-to-day collections operations and manage team performance against KPIs and SLAs.
• Drive portfolio reviews, aging reduction initiatives and collection effectiveness.
• Monitor workflow and ensure timely completion of collection activities and customer follow-ups.
• Conduct coaching, knowledge-sharing sessions, refresher training and on-the-job coaching.
• Mentor teams; conduct performance reviews and capability development for team members.
• Handle customer escalations and coordinate with Billing, Disputes, Sales and Cash Application teams.
• Perform root-cause analysis and identify opportunities for process improvement.
• Support governance reviews, reporting and stakeholder management activities.

Skills

B2B collections

Team leadership

Stakeholder management

Communication

Tools

NetSuite

SAP

Job description

Role Summary

Responsible for leading and developing a collections team to deliver cash flow objectives, reduce aging and drive operational excellence while ensuring customer experience and process compliance. Candidates should be flexible to work in US shifts and support global operations.

Key Responsibilities

• Relevant experience in US Accounts Receivable, B2B Collections, Cash Application, Dispute management, overall Order-to-Cash processes in a shared services environment is preferred.
• Lead day-to-day collections operations and manage team performance against KPIs and SLAs.
• Drive portfolio reviews, aging reduction initiatives and collection effectiveness.
• Monitor workflow and ensure timely completion of collection activities and customer follow-ups.
• Conduct coaching, knowledge-sharing sessions, refresher training and on-the-job coaching. Ability to mentor teams. Performance reviews and capability development for team members.
• Handle customer escalations and coordinate with Billing, Disputes, Sales and Cash Application teams for issue resolution.
• Perform root-cause analysis and identify opportunities for process improvement and productivity enhancement.
• Support governance reviews, reporting and stakeholder management activities.
• Ensure adherence to operational controls and quality standards. Maintain process documentation and ensure compliance with SOPs and operational controls.

Required Skills

Strong experience managing B2B collections teams with exposure to AR processes, customer escalations and cross-functional collaboration.

• Knowledge of collections systems and ERP platforms such as NetSuite, SAP, or similar platforms and exposure to AR tools is preferred.
• Proven people management, analytical and stakeholder management capabilities, along with strong communication and leadership skills, are essential.
• Experience supporting US customers and managing teams operating in a global delivery environment is preferred.